• Serve as a primary point of contact for high value clients, addressing their unique inquiries, concerns, and requests in a proactive, timely and effective manner • Collaborate with internal teams, including Support, Sales, and Product Development, to align solutions and enhance the overall customer experience • Analyze and record customer data to identify trends, risks, and opportunities, providing insights to inform strategic, data driven decision-making • Drive growth by mapping value to additional modules/solutions, identifying cross‑sell and upsell opportunities, and partnering with Renewals/Sales • Capture the Voice of the Customer and collaborate with Product on prioritized feedback and roadmap insights • Develop and improve playbooks along the customer journey to standardize excellence and scale outcomes • Efficiently manage and respond to a high volume of client emails and calls, ensuring clarity, professionalism, and concise communication in a professional environment