December 2016 — Present
Work with a portfolio of 500 customers to understand their business goals and identify the tactics, strategies, and helping them implement the best practices needed to achieve them.
Onboard and educate customers to ensure they implement software in alignment with their goals and our best practices.
Collaborate with upper management, account owners, and the customer support team to reduce churn.
Develop and share educational content, best practices, and implementation strategies to guide staff and customers achieve their goals.
Serve as a trusted escalation point for the support team and customers for support issues related to churn and contraction.
Coach, mentor, and inspire customer support agents to provide a consistent customer experience throughout their lifecycle.