Relationship Management: Primary point of management contact for assigned customers • Accurately capture minutes / actions from meetings • Prepare professional presentations/reports and effectively lead customer meetings • Ensure workflow management system and customer-facing tools are up to date • Provide tool self-service support for customers • Understand Customer KPIs; measure and track regularly • Maintain/manage customer expectations and satisfaction • Develop working relationships with Customer System Champions • Independently transition low complexity customers from the implementation team • Ensure contract compliance and accurate billing • Understand the customer experience and loyalty measures in place (NPS, references, etc.) • Ensure a strong understanding of internal customer organization, political landscape, and stakeholder personalities • Demonstrate thorough knowledge of customers' business challenges, opportunities and how our products and solutions address them • Uncover potential cross-sell and upsell opportunities. • Draft change requests and Statements of Work for small to medium complexity enhancements • Demonstrate an understanding of revenue recognition and account measurements • Internal Process • Demonstrate competency in all internal processes & practices • Support Continuous Improvement initiatives • Provide mentorship to team members • Stay up to date on industry and job related trends and best practices, including reading relevant publications, articles, blogs, etc.