• Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals. • Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development. • Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience. • Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs. • Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes. • Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices. • Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience. • Assist in refining and implementing the customer success strategy, tailoring