• Lead the onboarding of new customers and partners, guiding them through product setup, configuration, and best practices for using Microsoft 365 and NetSuite offerings. • Deliver or coordinate comprehensive training sessions to ensure customers and partners are confident in using our products effectively. • Build and maintain strong, trust-based relationships with customers, acting as their primary point of contact and advocate within SnapOn Software. • Proactively monitor customer health and engagement, conducting regular check-ins, analyzing usage trends, and addressing potential issues before they escalate. • Troubleshoot and resolve functional or process-related issues; collaborate with Technical Support on more complex technical cases, ensuring timely resolution and clear communication. • Support the Sales and Customer Success teams with product demos, reviews, and expansion opportunities to enhance customer value. • Maintain accurate and organized customer documentation, including success plans, issue logs, and usage reports. • Gather, document, and communicate customer feedback to internal teams to drive continuous improvement of our products and services. • Mentor and support junior team members, sharing knowledge, reviewing work, and contributing to their professional development. • Assist in refining customer success materials including user guides, training resources, and knowledge base articles.