• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service • Maintain a deep understanding of our solutions, client base, and best practices • Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service • Educate clients on business value of solutions and application of best practices • Provide business insights through client value presentations, Quarterly Business Reviews, and other methods • Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity. • Assess customer health by monitoring product usage, reported issues, and other success metrics • Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams • Identify trends and relay feedback internally to appropriately address underlying issues • Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed • Actively participate in the customer life cycle process, from prospect to renewal • Participate in CSM program development and improvement activities • Facilitate customer account changes, product set up and billing research/corrections • Work with Sales and other Learning & Development teams to facilitate customer training as needed