• Manage and interface with a portfolio of assigned customers • Manages technical interactions between Support, Engineering and Product to deliver a unified support experience to Customers • Develops relationships with key business and technical stakeholders across assigned accounts • Runs regular case and metric review meetings • Communicates status of customer issues and overall health internally as necessary, within Support, to other departments and to executives • Manages escalated Customer issues through to resolution, in conjunction with Escalation Manager • Understands the Customer's customizations and technical needs and is able to communicate these to other departments • Works with the AM to inform and plan with the customer: Upgrades and other rollouts, Upcoming maintenance events