Own complex customer product and technical inquiries across chat, email, and Zoom. Diagnose root causes, configure solutions, educate customers, identify broader value and expansion opportunities, and coordinate with technical support teams. Build product expertise, share knowledge, mentor teammates, and stay current on AI capabilities. The role requires strong communication, empathy, technical learning ability, adaptability, and customer-focused problem solving.

Own and grow a portfolio of enterprise accounts through retention, expansion, renewals, and executive relationship management. Identify upsell and cross-sell opportunities, develop strategic account plans, negotiate commercial agreements, and engage senior stakeholders. Partner with Customer Success on onboarding, adoption, and value realization while serving as the escalation point for account issues. Apply a consultative, outcome-focused approach to increase platform adoption and customer value.