• Serve as primary contact for client product questions and issues • Troubleshoot platform issues and coordinate with development for resolution • Diagnose scenario performance problems and recommend fixes • Document and escalate bugs or feature requests to the product team • Maintain knowledge base of common issues and solutions • Manage personalization scenarios across all Finalytics clients daily • Configure, launch, and monitor campaigns within the platform • QA scenarios before launch to ensure targeting, content, and tracking are correct • Analyze scenario performance and recommend optimizations • Identify underperforming campaigns and propose improvements • Maintain scenario documentation and client-specific configurations • Guide new clients through post-kickoff onboarding process • Train client teams on the Finalytics platform • Coordinate data integration setup with client IT teams • Work directly with clients to understand goals and customize configurations • Conduct refresher training sessions as client teams evolve • Create and maintain client-facing training materials • Train new team members on the Finalytics platform and processes • Create and maintain internal documentation and playbooks • Serve as platform expert for internal teams • Identify process improvements and help implement them