• Serve as the primary point of entry for all system administration requests within your assigned customer environments. • Partner directly with customers to ensure each environment is reviewed, tested, and fully aligned with every Clariti and Salesforce release, anticipating risk and proactively identifying optimization opportunities. • Proactively communicate required activities, prepare customers for upcoming changes, and ensure they are properly enabled for each update. • Own ongoing maintenance activities, including sandbox refreshes, utilization monitoring, and internal access management, with accountability for overall system health and stability. • Collaborate with Technical Support to implement system changes resulting from troubleshooting efforts, ensuring updates are executed accurately and efficiently. • Manage customer expectations with clarity and professionalism to deliver an exceptional customer experience. • Partner with leadership and cross-functional teams to navigate politically sensitive or highly complex technical issues, ensuring timely resolution and customer confidence. • Build and maintain deep technical expertise across Clariti products and relevant third-party platform functionality. • Contribute to and expand knowledge base materials to drive operational efficiency and empower the broader support community. • Provide support to the wider Technical Support team as we scale and expand our capabilities.