• Execute routine customer engagements (tactical check‑ins, case reviews, usage monitoring) and summarize risks/opportunities • Maintain account health dashboards, success plans, and action logs; ensure data hygiene in CRM system • Coordinate follow-ups for open issues with Support, Services, and Product; manage small, low-risk escalations • Assist Senior CSMs during onboarding and upgrades: schedule sessions, track tasks and risks, and draft customer comms • Support S1000D/CSDB workflows by documenting procedures and pulling status evidence (e.g., content baselines, modules, BREX impacts) under guidance • Capture business outcomes and wins (time saved, issue trends reduced, authoring throughput) and feed into quarterly summaries • Contribute baseline content for Quarterly Business Reviews (QBRs) and success storytelling, present sections as readiness builds • Serve as the “voice of the customer” in weekly triage meetings, document feature requests, usability feedback, and priority bugs • Partner with Renewals on early risk flags (adoption gaps, roadmap ambiguity, stakeholder turnover) and track mitigation steps • Use playbooks to identify expansion signals (users/licenses, modules, training, XPP add-ons), route qualified signals to Sales • Build simple ROI snippets (before/after workflow metrics) with templates; participate in enablement cycles • Build foundational knowledge of S1000D, ATA iSpec2200, IPS, and MIL-SPEC concepts; track a personal learning plan • Monitor A&D forums and summarize 2–3 actionable insights per quarter for the team