Responsibilities

Account Type · Supports field accounts, major account or channel accounts of small to large account size in market/country revenue including new logos - typically 50K MRR or more per account · Number of accounts supported are typically under 40 accounts although if bigger accounts (greater than $50K) than the number of accounts could be much smaller than 50 Account Support · Supports customer account base up to and including high complexity and strategic global accounts · Responsible for ownership and issue resolution. Situations require high level of analysis, judgment, negotiation and problem solving · Monitors churn risk and proactively engages to reduce service-related churn within region or globally · Supports/enables non-standard customer requirements independently · Proactively identifies trends with Customer in globally and methods to improve Customer experience Onboarding/Implementation Project Coordination · Onboarding strategic new logos, non-strategic and strategic customers independently · Uses judgment to determine the best method of interacting with customers during onboarding based on customers needs and project scope · Able to support complex projects/implementations independently · Involved in global or regional Account team planning and coordination on strategic accounts Issue and Escalation Handling · Post-sale tactical issue resolution · Acts as point of contact with customer on executive escalations or issues independently · Prepares and delivers post mortem reviews when appropriate Quarterly Business Review · Plays a role in delivery of QBR and QBR preparation · Identifies root cause and drives resolution on cross functional issues · Leads account team in developing customized QBR materials as appropriate · Project manages resolution of follow up actions from QBR's Service Improvement Plan · Develops, manages and delivers on a service improvement plan Global Account Leadership · Virtual team management for special customer projects

Qualifications

3+ years experience preferred · Bachelor's degree preferred