Customer Engagement & Support

• Manage customer interactions using a pooled support model, responding to system triggers and alerts (e.g., usage drops, declining health scores)
• Identify root causes of customer health issues and implement corrective actions
• Conduct 1:Many product training sessions and webinars to drive adoption

Journey Management

• Execute tasks across the customer lifecycle, including onboarding, adoption, pre-renewal, and post-renewal
• Monitor and act on triggers from platforms such as ChurnZero, ServiceCloud, and Dialpad (e.g., activation CTAs, health score changes, NPS follow-ups)
• Curate and distribute content, newsletters, and product updates to enhance customer engagement

Data Analysis & Reporting

• Perform account insight analysis to identify customer pain points and recommend improvements
• Track and report key performance indicators (KP...