Manage large law firm accounts by driving adoption, retention, usage growth, and measurable customer value. Build trusted stakeholder relationships, develop success plans, guide adoption of legal research, drafting, analytics, and AI solutions, and support change management. Use customer health and usage data to identify risks and growth opportunities. Partner with Sales, Product, Marketing, and Enablement while sharing customer insights to improve products and customer experience.

Own the post-sale customer experience for Finastra’s Retail Lending solutions by driving adoption, customer health, value realization, renewal readiness, and retention. Manage success plans, stakeholder relationships, escalations, onboarding, executive reviews, and expansion opportunities. Use customer usage data, AI-driven insights, digital engagement programs, and health scoring to prioritize engagement. Collaborate with Sales, Product, Engineering, Support, Professional Services, and Compliance teams to resolve issues and improve customer outcomes.