• Act as the communication hub for customer questions, serving as a strategic business partner and primary support resource. • Ensure a smooth and professional handoff from Sales, with clear documentation of customer goals and expectations. • Lead onboarding sessions introducing tools, contacts, processes, and escalation paths. • Coordinate customer kickoff meetings with Deployment Project Managers, confirming scope, stakeholders, and timelines. • Coordinate internal handoffs between Sales, Solutions, Deployment and Field Service teams. • Ensure all customer legal, financial, and operational documentation is complete prior to deployment. • Coordinate internal teams to resolve customer requests outside of technical service (e.g., billing, scheduling, reporting). • Collect and synthesize customer feedback on deployment and any open items, ensuring a smooth transition to steady-state operations. • Own all post-deployment administrative activities, including scheduling training, securing legal documentation (e.g., Certificates of Insurance, tax certifications). • Serve as the “always-on” liaison for day-to-day communication. • Act as a liaison and support resource for the Formic Automation Community. • Partner with Marketing to identify PR and customer story opportunities • Run NPS surveys and analyze trends in partnership with the CS team. Review results and create follow-up actions to drive continuous improvement. • Maintain “voice of the customer” documentation for executive and sales use. • Proactively distribute updates on downtime, new features, and service improvements.