Janet B.

-Own overall relationship with assigned clients, which includes managing on boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

-Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.

-Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.

-Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth and communicate learnings.

-Maintain existing customer success metrics and data as directed.

-Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting them.

-Review the customer journey, identify how it's supported, taking a consultative approach in helping clients overcome issues and achieve goals.

-Facilitate interaction and workflow between project team members, including third-party service providers, to ensure deliverables are on time.

-Collaborate, problem-solve, and/or strategize upcoming client meetings with team members.

-Prepare necessary documentation or visuals for the client to demonstrate the performance of campaigns;

--analyze trends in C-Sat/NPS scores to identify areas of improvement.

-Work with the sales and marketing team to drill customer references and develop case studies.

-Troubleshooting and resolving issues for backend infrastructure applications.

-Filing reports regarding product problems.

-Researching technical issues.

-Walking customers through solutions and API integrations.

-Reviewing product change requests.

-Learning about product updates and new technologies.

-Supporting the roll-out of a new product.

-Overall relationship with assigned clients, which includes managing on boarding, implementation, training, increasing adoption, ensuring retention, and high levels of customer satisfaction.

-Establish a trusted and strategic advisor relationship to help drive the continued value of our products and services.

-Maintain and develop customer success strategies and best practices, as well as customer support content, with the help of the creative team.

-Communicate effectively with both internal and external senior-level management to understand customer needs, maximize retention and growth and communicate learnings.

-Maintain existing customer success metrics and data as directed.