• Establish and maintain ongoing relationships with an assigned list of MCG customers. • Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements. • Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes • Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders. • Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem. • Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner. • Perform periodic outreach, manage inbound calls and respond to customer requests promptly. • Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc. • Support MCG Finance team, assisting with basis verification, invoice follow-up etc. • Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points. • Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals. • Document all client communication in CRM (i.e., Gainsight, Salesforce). • Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement. • Participate in special initiatives as required to address organizational data needs or solution promotion. • Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches. • Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders.