Responsible for fostering relationships, making sure the account teams are successful using our EY products and services; be the voice of the customer and activate their feedback.Understand customer needs and pain points; ensure feedback and insights are communicated back to internal teams (e.g., Engineering, Support, Product teams).Analyze customer account trends and provide feedback to internal stakeholders to ensure our products and services are being effectively adopted.Rigorously track metrics to ensure the customer is gaining the intended value from the product or service.Serve as the trusted advisor of the account(s), connecting the right groups, looking around corners, anticipating needs, and being a champion for successful delivery.Empathize with every aspect of the customer experience, putting their needs first yet challenging them as appropriate to make sure they are setup for success.

Be the driver of retention, expansion and advocacy, as a trusted partner throughout customers’ journey. Navigate complex customer’s organizations, understanding business objectives and how product can help reach them. Identify and manage upsell opportunities. Maintain company’s reputation of superior customer service. Continuously analyze customers’ health and solution usage to recommend relevant, value-adding enhancements. Manage change request projects: analyze needs, liaise internally with relevant teams, coordinate communication between parties, and see projects through to delivery. Hold periodic calls with customers to review ongoing projects, customer health, and discuss enhancements and new features relevant to them.  Guide customers on best practices and processes that will set them up for success. Interact with internal teams to stay up to date with new system functionalities and their use cases. Be the main point of contact for most customer inquiries, rerouting them to the appropriate internal teams.

Management of the overall process of planning, developing and delivering services offers for global Contact Center and Unified Communications products. Portfolio management, concept-to-market, lifecycle product and services management. During the last year focused on the integration of AI/ML solutions to augment base offers.

Provided technical sales support to US based account teams assisting with solution definition in Unified Communications and Contact Center portfolios in the Enterprise market segment.