 Empower Icertis customers to improve their end-customers’ experiences and achieve business objectives through the adoption of ICI Develop a deep understanding of customer needs and be able to tie them to specific ICI use cases, product features, benefits, and value propositions - and ensure my team knows how to communicate them effectively Understand Customers current ICI implementation and ensure maximization of business value realized by the customer through consultative support, training, and configuration optimization Engage with C-Level, senior executives in strategic discussions and lead Executive Business Reviews – QBR/MBR Be the customer’s voice within Icertis providing feedback to Product Management to develop/identify new features Serve as the internal voice of the customer and advocate for our clients’ needs (services, support, product management, executive alignment) Define and measure leading indicators and calculate risk forecasts based on product adoption; close renewal, upsell, and cross-sell opportunities within assigned client accounts in partnership with relevant Sales Account Executives and Identify opportunities for customer references and case studies Work with the recruitment team and Sr Director Customer Success for hiring activities. Guide and Lead Designated L2.5 Team for Handling incidents for Premium Customers and manage client escalations by setting up client expectations, preparing management reports on Support Deliverables, managing resources & team trainings. Develop and communicate thoughtful, workflow solutions that help customers move forward Take full ownership for driving any technical issues end to end helping Customer to a timely and successful outcome providing highest customer’s satisfaction. Working closely with the Operations teams on deployment and patch management. Work with other business units, including the Integration team, Operations as required ensuring strong customer satisfaction, also Create and contribute to the development of knowledge articles. Working with Tools Like Salesforce, Parature, SNOW, JIRA, SQL-Developer, Webservices, Postman