• Drive retention and expansion of customers in your book of business by strategically and tactically advising customers to ensure platform adoption. • Serve as primary contact for administrators in your book of business. • Conduct regular business reviews to achieve success against customer goals. • Proactively communicate platform updates, best practices, and progress against open issues to your book of business. • Identify and escalate major product issues, client concerns, and retention risks. • Participate with User Acceptance Testing as requested by senior leadership. • In tandem with your platform team, work to maintain a helpful and up-to-date knowledge center by identifying needs and creating and updating articles. • Contribute to team projects as directed by leadership. • Serve as point of escalation for customer support issues. • Thoroughly understand your product, including independently providing demonstrations to customers. • Identify, document, and resolve issues that occur including assisting junior team members with problem solving. • Assisting senior team members with other projects around your role. • Other duties as assigned.