- Develop relationships with key decision makers and stakeholders within an account to establish trust and prove our commitment to their success- Conduct cadence health-check calls to review usage, present new releases, review outstanding issues, and create plan to success- Drive product adoption through user trainings, product refresh sessions, and user group feedback meetings- Advocate for customers internally to materialize feature requests enhancing user experience - Collaborate across Sales, Support, and Product to address customer requests, development needs, and ultimately renewal- Facilitate clear communication between customer and engineering team to ensure quick resolution of platform issues-Oversee appropriate resources assigned to complete project tasks according to plan; establish criteria concerning deliverability, performance, maintenance, and design

-Lead kick-off calls, admin learning sessions, and user trainings for new customer onboarding-Worked with customers to set time frame expectations and provided resources required to successfully implement platform - Co-owned and contributed in the development of feature specific best practices and helped maintain the system of customer facing educational documents/media- Created comprehensive self-training video content and wrote how-to guides for internal and external learning in Camtasia

- Led quarterly account review meetings, projects, and contract renewals- Monitored overall product utilization and customized strategy to drive adoption of previously purchased solutions- Proactively engaged with customers to develop a trusted advisor relationship- Provided platform refresher and training to increase customer platform knowledge and usage - Developed Escalation Program to submit complaints and technical issues ensuring resolution accountability from internal teams