• Own and manage a blended portfolio of domestic and global BPO accounts. • Serve as primary operational contact while building relationships with operational and mid-tier leadership within partner organizations. • Advocate for customer needs internally, ensuring tactical alignment with shared business objectives. • Deliver structured onboarding programs customized for BPO deployment needs, ensuring speed-to-value. • Execute tailored Success Plans incorporating adoption campaigns, operational playbooks, and early-stage maturity mapping. • Monitor customer usage and adoption metrics via Gainsight and other analytic tools. • Identify gaps in adoption and proactively deploy interventions to improve engagement. • Coach customer contacts in best practices for Conversation Intelligence and automation workflows, creating short-form videos or guides as needed. • Partner with Renewals Manager to ensure successful renewals through risk mitigation, ROI demonstration, and consistent delivery of value. • Identify upselling and cross-selling opportunities; collaborate with Success Management and Sales on account-specific business cases.