• Build positive relationships and alignment across cross-functional teams and Customer Experience to ensure the Customer Experience is always top of mind • Manage the expectations of Sales, CSM’s, sales-prospects and clients as it relates to our scope of services • Serve as the liaison between Support and Customer Success, by regularly attending Sales and Customer Success meetings as the source of truth for the Support organization • Create Operational improvements within Customer Experience to address Customer complaints and feedback regarding Support • Serve as the Customer Experience customer expert, through an understanding of high value customer needs and expectations • Standardize support data reporting used for client presentations, and regularly review data to ensure we are meeting customer expectations • Provide regular updates to the Sales and Customer Success organizations so they can speak more transparently and effectively with their Customers about the support we provide • Work with Customer Experience Leadership to regularly review, update and share global metrics for success and supervise performance of those metrics • Recommend process optimization that help to ensure we meet contractually established service level agreements for our customers • Leverage data to speak confidently about Support concerns, as raised by Sales and Customer Success.