• Ensuring customers are successful • Establishing and maintaining solid business relationships within the client's organisation • Acting as the single point of contact for Linnworks’ larger and VIP clients • Conducting regular health checks to create account plans to deliver customer growth and value • Providing contextual advice on the best solution usage and execution • Proactively monitoring the platform to mitigate risks and increase performance and ROI • Delivering insightful, accurate, and detailed reports for the client • Monitoring, tracking, and evaluating performance • Supporting and delivering Linnworks Masterclass Follow-ups • Connecting with clients early in their Linnworks journey to ensure the First Value Journey is achieved • Partner closely with external agency partners that onboard and service new clients • Acting as a strategic liaison to ensure successful delivery and long-term value • Maintain strong, trusted relationships with both agencies and end clients • Provide strategic guidance, enablement, and best-practice support to agency partners to drive consistent, high-quality client outcomes • Monitor client health, adoption, and value realization across agency-led accounts, identifying risks and opportunities early • Collaborate cross-functionally with Sales and Product to align agency-delivered experiences with customer expectations and company standards • Serve as an escalation and problem-solving partner when agency-managed engagements require additional support or intervention • Customer advocacy - acting as the link between the customer and the product. • Providing feedback to the Product Team regarding customer experience • Providing advice and assistance to the Sales teams during contract renewal/upsell to help maximise the Lifetime Value (LTV) of clients • Working with the Support team to understand and analyze client-facing issues, allowing them to be efficiently resolved • Providing the Engineering team with clear examples when investigating new functional requirements • Working with other teams to troubleshoot issues, allowing them to be efficiently resolved • Continuously developing your own personal and professional skills • Participating in the Culture Amp review cycles to receive and provide helpful feedback