Teams at Piano

Provide first- and second-level technical support and assist customers with implementation of Piano's Web Analytics solution. Gather requirements, configure reports, perform acceptance testing, run trainings, and collaborate with customers' marketing and technical teams to optimize online activity and ensure satisfaction.

Support the global Account Management team by assisting with renewals, deal tracking, customer communications, and account activity monitoring. Coordinate with Product, Support, Sales, and Customer Success, maintain records in Salesforce and Gong, and gradually take ownership of smaller accounts to drive retention and engagement. Provide administrative and operational support in a hybrid, student-friendly role (up to 20 hours/week).

Manage and grow a portfolio of enterprise customers, driving renewals, upsell and cross-sell. Build executive relationships, develop strategic account plans, conduct business reviews, monitor customer health, lead commercial negotiations, manage escalations, and coordinate cross-functional teams to maximize customer lifetime value and ensure long-term success.