Job Summary :
Supports small to medium sized inside sales or field accounts on post sale support items issues and onboarding.
Account Support
Supports customer accounts
Acts as a customer advocate
Responsible for ownership and resolution of customer issues. Situations require analysis, judgment and problem solving
Engages customer to reduce service-related churn risk within region with minimal direction from leadership
Supports / enables non-standard customer requirements
Proactively identifies trends with Customer in region and methods to improve Customer experience
Onboarding / Implementation Project Coordination
Onboards up to medium size Customer new logos and non-strategic customers independently
Utilizes standard onboarding templates and checklists and uses some judgment to make modifications to the standard during onboarding based on customers needs and project scope
Able to support projects / implementations independently
Involved in regional Account team planning and coordination
Issue and Escalation Handling
Post-sale tactical issue resolution
Acts as point of contact with customer on escalations or issues independently
Tactical preparation and delivery of post mortem reviews when appropriate
Quarterly Business Review
Plays a role in delivery of QBR and QBR preparation
Utilizes standard QBR offering with minimal customization
Project manages resolution of follow up actions from QBR's
Service Improvement Plan
Manages and delivers on a service improvement plan
Global Account Leadership
Coordinates cross-regional customer needs without guidance 
