• Manage the day-to-day activities of Technical Account Managers, including ensuring their activity is appropriately recorded and tracked with Salesforce • Deeply understand the company’s products and services, especially from a technical standpoint • Stay informed on product updates, integrations, and industry trends • Collaborate with the Renewals team to understand customer needs and tailor solutions and trainings • Deliver technical presentations and product demonstrations to both internal and external customers • Collaborate regularly with Product, Engineering, Operations, and other technical teams • Track contact with all accounts and related support tickets through Salesforce and other internal systems • Gather and report feedback from the field to improve product development • Understand customer requirements to demonstrate value proposition of CIS SecureSuite Membership and all products and services • Deliver professional presentations to members via phone and web technologies • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas and products • Build use case recommendations and educate members on relevant new features • Provide feedback and intel from the field to the Customer Experience team and collaborate on future improvements for our members, policies, and processes • Provide ongoing training (i.e., lunch n’ learns) on products, sales methodologies, and tools • Identify opportunities to cross-sell and upgrade services • Provide data for internal department reports and briefs • Maintain a centralized content repository for the Member Success team to use • Track usage and effectiveness of enablement programs and content • Partner with Member Services teams to create and maintain the online knowledge base • Other tasks and responsibilities as assigned