• Proactively manage an allocated client portfolio to guarantee an exceptional customer experience • Proficiently establish and nurture client relationships by regularly performing client check-ins and profile analysis • Ensure a complete client onboarding process in VivoPoint, including user set up, notification preference, preliminary VivoPoint training, and confirmation that systems were installed correctly • Respond promptly and accurately to customer inquiries via phone, email, or chat channels • Identify and address customer needs, guiding them in utilizing specific product features effectively • Effectively guide clients and team members through basic to intermediate troubleshooting procedures; accept and respond to escalated calls from Aquatics Technical Support Specialist I. • Conduct comprehensive analysis to detect and report product malfunctions, including testing various scenarios or simulating user experiences • Create, maintain, and update our internal databases with relevant customer information as required • Proactively perform simple analysis on client data to look for trends and provide training and offer assistance, recommendations, and solutions • Export client data from VivoPoint to external programs in order to present to management and/or client as needed • Collaborate with team members by sharing feature requests and suggesting effective workarounds for common to advance issues • Proactively inform customers about new product features and functionalities, ensuring they stay updated • Follow up with customers to confirm resolution of their issues and satisfaction with the provided solutions • Serve as a liaison between the customer support team, management, and clients to enhance service quality and boost business productivity • Coordinate with the Account Management team to guarantee the satisfaction of our current clients with our products and services • Collaborate with the Channel Partner department to schedule repairs and warranty work efficiently • Participate in internal meetings to discuss client status and trends and to brainstorm ideas on how to improve the client experience • Additional tasks as assigned by management