• Analyze, create, and implement new business processes for operational excellence in the Account Management & Customer Experience organizations • Expand & iterate upon our scalable, repeatable processes and contribute to business strategy • Lead & contribute to cross-functional strategic projects that directly impact Net Dollar Retention • Be the functional owner of our CX & AM tech stack (including Support CRM, Chatbot, CSP, Salesforce, WFM tooling, etc.), influencing roadmap decisions and driving ongoing improvement in end-user workflows • Set & report on measurable expansion, retention, CSAT, & product adoption goals in partnership with Customer Experience & Revenue leadership, and develop methodologies to test, iterate, and operationalize solutions to meet these goals • Utilize levers across people, processes, and our technology stack to drive measurable impact in alignment with growth initiatives • Drive cross-functional alignment between Customer Experience, Account Management, Sales, Marketing, Product, and Finance • Build a collaborative, trusting environment where open communication helps to uncover issues for faster agreement and resolution.