• Lead end-to-end onboarding for new clients, ensuring a seamless handoff from Sales through implementation. Coordinate with internal teams, provide training and documentation, and set expectations for ongoing support. • Develop and deliver engaging training to help customers confidently use HONK’s platform and services. Includes creating user-friendly documentation, FAQs, and virtual/in-person sessions. • Drive account growth by identifying cross-sell and upsell opportunities within your portfolio, aligned to each customer’s operational goals and product fit. • Facilitate regular working sessions with client contacts to provide hands-on support, address roadblocks, and share platform best practices. • Track and report on essential KPIs, including net revenue, utilization, conversion, and attachment rates. Leverage these data-driven insights to refine client success strategies and continuously elevate the customer experience. • Review support case trends and coordinate with Support and Engineering teams to implement scalable, long-term solutions. • Conduct strategic account reviews, analyzing implementation performance and offering forward-looking insights to increase platform value. • Provide white-glove support during high-stakes customer events (e.g., seasonal surges, major platform updates). • Manage escalations with the Engineering team, serving as the customer’s advocate and liaison. • Identify and share our most valuable use cases and user stories with our Engineering and Product teams to inform the product roadmap.