• "Own the customer" as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey • Be the main technical point of contact guiding the customer to leverage Pipe17 based on best practices and technical knowledge • Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives • Lead multiple projects during the implementation phase and be viewed as an expert in solution design, development and troubleshooting. You may do planning, estimation, requirements gathering/analysis for larger customers • Translate business requirements into product use cases or technical requirements • Configure Pipe17 products based on customer requirements. Serve as a point of internal escalation on technical issues within the Support org • Perform troubleshooting and development assistance to Pipe17 customers and resolve problems when possible, engaging engineering as needed • Coach and educate customers to improve adoption of Pipe17 • Collaborate with internal stakeholders (Engineering, Product, Sales) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong referenceability across your book of customers • Create and improve documentation to help customers and partners help themselves • Document onboarding steps for future reference and to transition to other teams as needed