• Partner with Account Management, Customer Success, Support, Engineering and Product teams to deliver a unified, consistent customer experience — aligning technical execution with strategic objectives and ensuring issues are resolved efficiently • Build and maintain strong relationships across all levels of customer and internal organizations — from executive sponsors to day-to-day users — ensuring communication is clear, credible, and constructive • Coordinate the technical engagement between customer stakeholders and internal teams, ensuring alignment on priorities, progress, and deliverables • Partner closely with Account Management to ensure all technical efforts directly support broader strategic and commercial goals • Translate customer goals and challenges into clear, actionable plans that drive both immediate solutions and long-term stability • Anticipate potential risks or points of friction before they escalate, developing mitigation plans and proactive communication strategies • Oversee and coordinate technical work-streams — ensuring the right resources are engaged, milestones are tracked, and SLAs are consistently met • Collaborate with Customer Success Engineers and Customer Success Business Consultants to connect technical solutions to measurable business impact • Provide proactive, structured communication to customers and internal teams, maintaining transparency on progress, blockers, and next steps • Monitor support tickets and technical initiatives for assigned accounts, ensuring prioritization, documentation, and timely resolution • Partner with Product and Engineering to escalate and resolve critical issues, providing clear business context and follow-through • Support recovery and communication strategies for high-visibility or at-risk accounts with professionalism and composure • Identify recurring trends or process improvements that strengthen efficiency and prevent future issues • Represent the voice of the customer internally, ensuring both business and technical perspectives inform decisions and prioritization