Essential duties:- Develop a strong understanding of **SaaS telemetry data**and of the Full SaaS Solution- Maintain a proactive dialogue with customers either through 1:1 activities or 1:many approach (events, digital content, training)- Leverage available data to **optimize account prioritization**- Use **data insights**to perform adoption reviews and provide recommendations to increase adoption, reduce risk of down-sells/cancellations and help identify/position expansion opportunities.
- Work closely with other **Lines of Business**(support, presales, consulting etc.) to leverage product skills and resources- Develop programs in partnership with the Global CSM team, across NA, JAPAC, LAD - to automate the CSM Services and improve the customer experience- Creation of **reusable assets**- playbooks, FAQs, checklists- Promote CSS services (OU, ACS, etc.) and facilitate customer meetings with the sales team- Educate customers to ensure they are making use of all available Resource...