- Serve as the primary point of contact and trusted advisor for assigned strategic and complex customer accounts.
- Engage customers before go-live and guide preparation for their transition into production.
- Build customer relationships through regular discussion of business objectives, technical environments, open issues, product usage, and improvement opportunities.
- Own complex technical issues and escalations, coordinating internal teams through resolution.
- Perform advanced troubleshooting and technical triage across contact center and CXone environments.
- Track customer issues, cases, and requests against established SLA and OLA expectations.
- Develop customer presentations, provide technical and product training, and communicate recommended next steps.
- Maintain accurate customer, account, activity, and case information in CRM systems.
- Capture technical knowledge and best practices, and mentor TAMs and other team members.
- Lead initiatives to improve processes, customer experience, operational efficiency, and team performance.
Microsoft Office