Own complex enterprise customer accounts from onboarding through retention and expansion. Lead QBRs, churn recovery, upsell conversations, multi-product quoting, supplier sourcing, and escalations. Serve as the final quality reviewer for team output, coach junior representatives, manage SLA-driven ticket resolution, and determine finance and compliance escalation triggers.

Own customer-facing tickets from opening through resolution, including account check-ins, quote and cart creation, SMB onboarding, order changes, refunds, supplier sourcing, and general customer support. Maintain accurate CRM records, meet strict SLA targets, communicate professionally, and manage performance against individual service and quality metrics.

Generate top-of-funnel pipeline through high-volume outbound (phone, email, LinkedIn, field), qualify decision-makers, book demos for Account Executives, manage CRM activity, and iterate messaging to convert conversations into opportunities.