What You’ll Do:

• Provide excellent customer service, uncovering client pain points and consulting on best practices to help clients achieve their financial transformation goals within your assigned book of business.
• Actively identify opportunities to increase product adoption and account optimization across the platform to ensure a high customer retention rate and increase expansion opportunities.
• Possess deep product expertise, communicating latest relevant product releases and upcoming roadmap enhancements to customers.
• Actively collaborate with relevant internal partners (Account Management, Sales, Compliance ASMs, Implementation, Support, Product/Engineering, Marketing) sharing insights based on the specific needs of your clients.
• Build and nurture robust long-term relationships with key stakeholders within your book of business. This includes establishing Business Reviews alongside Account Management and Account Executive counterparts.
• Lead virtual and in-person executive client meetings to expand our footprint, foster end-user adoption, mitigate churn, and increase expansion.
• Act as the voice of the customer to understand to build the product roadmap alongside the Product and Engineering teams by understanding the unique needs of your customers.
• Work in partnership with Account Management and Account Executives to maintain a high gross retention rate of your renewals and expand the pipeline within your accounts.
• Demonstrates strategic thinking in analyzing multifaceted client scenarios, accurately identifying root causes, and executing comprehensive remediation plans.
• Cultivates customer advocates at both the product and user level.
• Forecast and track key account metrics (e.g., churn, net revenue retention, product adoption).
• Mentor new ASM team members through shadowing, informal coaching, and knowledge sharing.
• Undertake any other tasks that may be assigned to help the company meet its goals. 
• Are you interested in this position?

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