• Manage long-term customer relationships as a trusted advisor for strategic customers. • Work with executive stakeholders and champions to provide high level of service and ensure ROI. • Execute thoughtful product adoption across customer organizations. • Partner cross-functionally with sales, onboarding, and product teams. • Develop long-term relationships leading to high adoption, retention, and customer satisfaction. • Ensure delightful experiences for clients during all stages of the customer journey. • Strategize with customers to meet and exceed target goals and ROI. • Handle escalations and work cross departmentally to issue resolution. • Set, drive and guide project expectations with executive stakeholders. • Facilitate change management across key stakeholders and roles. • Ensure customers are successful with the product post onboarding and act as subject matter expert in the R365 platform. • Partner with the Sales team on expansion and growth opportunities. • Infuse clients with industry best practices to help them grow and thrive. • Facilitate client meetings and participate/lead sessions at user groups and client facing webinars. • Track and drive key client metrics such as usage, health, CSAT, and net promoter scores. • Maintain healthy Salesforce and Gainsight records. • Track product enhancements and provide transparent communication with stakeholders. • Responsible for reaching assigned targets for customer KPI’s and customer retention.