- Act as the primary point of contact for assigned customers to build long-term relationships and mitigate risks.
- Monitor product adoption metrics and work with customers to increase usage and business value.
- Drive feature enablement through releases, demonstrations, and proactive engagement.
- Maintain customer health indicators and conduct periodic system health checks.
- Monitor SLA adherence and coordinate with internal Support and Engineering teams.
- Execute and maintain customer-specific Standard Operating Procedures (SOPs).
- Identify and pursue paid Change Request (CR) and expansion opportunities.
- Conduct regular business reviews covering adoption, health, and service performance.
- Collaborate cross-functionally with Product, Implementation, and Sales teams.
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