• Work closely with customers to ensure a smooth and effective onboarding experience. • Build and maintain long-term relationships with telecom customers, ensuring regular check-ins, address any concerns, and ensure satisfaction. • Proactively ensure that customers are maximizing the value of the software by providing insights and guidance on best practices. • Escalate and/or assist in troubleshooting when necessary. • Act as the voice of the customer by relaying feedback to internal teams, influencing product enhancements to the benefit of all SaaS customers. • Manage the renewal process by addressing concerns early and identify upsell opportunities. • Identify at-risk accounts and take action to prevent churn with a focus on maintaining high net retention. • Provide ad-hoc gap-training and ensure customers are informed of new features.