• Act as the trusted advisor for key accounts, building and maintaining strong relationships, synthesizing their business needs, and communicating these insights across internal stakeholders
• Conduct regular high-touch customer activities, such as calls, service reviews, and enablement sessions, to deepen engagement and ensure satisfaction
• Proactively identify opportunities to increase adoption, usage, or growth within assigned accounts
• Oversee the onboarding process, ensuring smooth early adoption and guiding customers toward achieving measurable success
• Serve as the primary escalation point for customer issues, coordinating with internal and external teams to resolve them effectively
• Track and report on key account health metrics, and lead initiatives to address risks or drive improvements
• Communicating effectively at all levels of the organization, keeping stakeholders informed