Serve as the primary technical voice of the customer, advocating for client needs during product issue escalations
Conduct regular case review meetings with customer stakeholders to analyze ticket trends, identify opportunities to reduce friction, and provide updates on ongoing issues
Collaborate closely with account teams, including Sales and Customer Success, to align priorities and drive resolution of reported issues
Partner with Support Engineers to ensure timely resolution of client issues in accordance with SLA targets
Participate in and lead bridge calls for escalated incidents, working directly with customers and engineering teams to expedite resolution
Continuously monitor account health and drive improvements to the overall customer support experience
Contribute to the ongoing evolution and strengthening of the Platinum Support program throu...
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