• Serve as the primary technical point of contact for Stainless's most strategic customers • Build and maintain strong relationships with technical stakeholders at customer organizations • Investigate, triage, and resolve complex technical issues, coordinating across engineering, product, and support teams • Manage escalations effectively, ensuring customers feel heard and issues are resolved quickly • Track and organize dozens of customer requests, issues, and initiatives across multiple accounts simultaneously • Translate customer needs and feedback into actionable insights for the product and engineering teams • Develop deep expertise in the Stainless platform and stay current with customer use cases • Proactively identify risks to customer satisfaction and work to address them before they escalate • Conversely, also identify areas for expansion for the customer to use new products and services!