Owns the overarching post-sales health of assigned global strategic accounts, ensuring strong engagement, satisfaction, stability, and retention

Leads the customer engagement rhythm, including executive business reviews, operational service reviews, and strategic planning dialogues

Evaluates and manages risk across operational, financial, and product adoption indicators, escalating and aligning teams as needed

Oversees end-to-end service delivery including SLA compliance, implementation coordination, and ongoing operational performance. 

Validates contractual SLA performance and associated service credits, ensuring accuracy and alignment with customer expectations. 

Provides guidance to global teams on customer-specific operational requirements and success criteria, supported by detailed Customer Playbooks.

Acts as a liaison and advocate between customer stak...