Job Description

Role & responsibilities 1. Onboarding & Integration Lead seamless onboarding for new customers, aligning the product with business objectives. Provide tailored guidance to accelerate time-to-value and product adoption 2. Share of Business (SOB) Growth Identify and pursue opportunities to expand product usage within existing accounts. Develop and execute upsell/cross-sell strategies aligned with customer goals. Ensure customers are aware of relevant product features, updates, and add-ons. 3. Customer Retention & Renewals Maintain high retention by building trust and delivering consistent value. Own the renewal lifecycle, proactively engaging with clients ahead of renewal dates. Monitor customer health metrics and mitigate churn risks with data-driven action plans. 4. Relationship Management Foster strategic, long-term relationships with key stakeholders and decision-makers. Conduct regular business reviews to assess satisfaction and uncover expansion potential. 5. Customer Advocacy Act as the voice of the customer internally champion their needs with product and support teams. Provide actionable insights to help shape product roadmaps and enhancements. 6. Proactive Engagement & Support Conduct regular check-ins and usage reviews to drive continued product engagement. Troubleshoot issues promptly and coordinate with technical teams when needed. 7. Data & Insights Use analytics to track customer engagement, usage, and satisfaction. Report on key metrics such as SOB growth, churn rate, and renewals to inform leadership. 8. Training & Enablement Deliver training and resources to ensure customers are equipped to fully leverage the platform. • Share best practices and success stories to inspire deeper adoption. Preferred candidate profile Sales Acumen : Proven track record of identifying and closing upsell/cross-sell opportunities. Experience managing contract renewals is a plus. Relationship Building : Excellent communication and interpersonal skills with the ability to build rapport with both technical and business stakeholders. Analytical Mindset : Strong data analysis skills to interpret customer behaviour and inform strategies. Customer-Centric Attitude : A proactive, empathetic, and solutions-oriented approach to client challenges. Tech Savvy: Comfort with SaaS products and plaorms, and the ability to support customers in using technology effectively.