• Lead the process for creating Account Plans that clearly define objectives, projects to meet those objectives, associated measurement or KPIs to confirm progress, and holding all parties accountable, including the customer, on actions necessary to improve overall program health. • Manage monthly business reviews and support quarterly business reviews to ensure continuous improvement and program maturity (ensuring alignment). • Working with other team members to gather the necessary content to support business cases and evaluation of current state along with recommendations for improvement. • Identify growth opportunities and work collaboratively with the Account Manager/Executive to establish growth strategies and the associated value proposition behind the recommendations. • Establish relationships both at the executive, management, and operational level of a customer. • Monitor and/or escalate issues to ensure resolution in a timely basis. • Strive for customer references. • Facilitate product adoption by having a competency level of an end-user. • Support change management when customers adopt a new product or service offering. • Provide leadership and support for the broader operations teams that support an overall customer’s health.