- Foster Client Relationships: Cultivate strong relationships through proactive engagement, ensuring the client feels supported and confident in the system\s long-term use.

- Issue Identification & Resolution: Identify, resolve, and track all system-related issues, categorizing them into Training, Bugs, and Configuration. Issues outside of training will require a ServiceNow ticket for formal tracking and resolution.

- System Guidance & Support: Provide ongoing consultation on best practices for system utilization, addressing operational challenges, answering client queries, and offering additional training as needed. Regularly remind clients of available self-service resources, including the Knowledge Base and TrainKey tools.

- Knowledge Transfer: Facilitate the transfer of knowledge from the Implementation Team to ensure all relevant details are conveyed and that clients are fully equipped to manage the system independently.

- Post-Implementation Success Plan: Develop and maintain a comprehensive success plan to ensure the client\s continued satisfaction and system optimization after the initial post-go-live period.

- Monitor Customer Health: Track customer engagement and health metrics, addressing potential risks to customer satisfaction and retention.

- Issue Escalation & Resolution: Proactively handle and resolve any client concerns or escalations, working in close collaboration with internal teams to deliver timely and effective solutions.

- Metrics for Success: Establish and monitor key performance indicators (KPIs) to gauge the success of the post-implementation phase, ensuring alignment with the client\s objectives and ongoing satisfaction.

- Cross-Team Collaboration: Ensure consistent communication and collaboration with other teams (e.g., Implementation, Support, Product) to deliver cohesive and effective client support.

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Customer Success Executive