• Facilitating efficient communication between the Customer Success Team and Support Services Division to address all Support Plan-related inquiries, including verifying Support Plans • Generating new and renewal quotes for Support Plans, ensuring accuracy and timely delivery to customers • Conducting customer outreach to ensure prompt follow-up on Support renewals, through both email and phone communication • Adhering to strategies and processes that deliver consistent customer satisfaction and retention • Coordinating with internal teams to access additional resources and facilitate the solutions and tools needed by customers • Soliciting existing customers to serve as verbal and/or site tour references for potential new customers • Handling customer issues or complaints with professionalism and empathy, finding swift and effective resolutions and recommending best courses of action to maintain customer satisfaction and loyalty • Maintaining accurate records of customer interactions, feedback, and support tickets in CRM or other relevant tools • Guiding new customers through the onboarding process, ensuring they understand the resources available to them • Providing support for spreadsheet projects for the Customer Success team