• Maintain a detailed understanding of products and services, assist customers with questions, and suggest the best product offering. • Maximize performance with all NCC products, promote the value of the current active product(s), and upsell additional services and offerings. • Assess attrition reports to identify potential defecting accounts and execute a game plan to retain the business. • Review customer account activity to identify accounts that may not be using NCC services to their volume potential and identify proactive solutions to drive results. • Provide first line of contact and support to all clients and seek to improve all aspects of the customer experience with NCC. • Proactively perform ongoing retention activities, including monthly calls and emails, and monitor usage reports to manage increases or declines. • Assist customers as needed with setting up and navigating programs or software associated with a product during the first 90 days. • Promotion of such usage may include, but not be limited to, regular contact with each user to confirm usage is taking place and proactively assist with the identification and/or resolution of all items that may contribute to minimal or no usage of NCC services. • Leverage account segmentation to consistently exceed monthly revenue goals, achieve KPIs, and maintain an active pipeline