- Own retention across an established book of customers and manage renewals.
- Run customer communications, escalations, and business reviews for assigned accounts.
- Diagnose stalled customer requests and involve Operations or the data team when needed.
- Keep request turnaround at or above the current standard.
- Document business review outcomes and next actions for every active account.
- Maintain accurate account owners, renewal dates, risk assessments, and last-contact details.
- Create clear plans for accounts that have gone quiet.
- Prepare account-by-account handovers that cover current status, open risks, and key relationships.
Account ManagementTroubleshootingCustomer Success+2 more