Pinnacle Intelligence

• Own day-to-day customer management, implementation, and ongoing account health across the portfolio • Serve as primary point of contact for client communications, escalations, and follow-ups • Monitor client health, usage, and satisfaction; proactively address risks • Partner with Operations team in Manila on end-to-end onboarding and implementation for new clients • Manage and optimize day-to-day Client Success workflows • Collaborate with offshore support teams and provide guidance, prioritization, and quality control for client deliverables • Track and report on key metrics (retention, churn risk, onboarding timelines, customer health)

• Lead the technical design and deployment of large-scale, multi-location phone systems for enterprise-level automotive groups. • Coordinate extensively with client-side IT and leadership teams to align telephony architecture with their corporate objectives. • Act as the technical subject matter expert (SME) during client discovery and onboarding sessions. • Design, configure, and maintain complex phone trees (IVR), call routing rules, and queue management for dealership networks. • Ensure high-availability and optimal call flow logic to minimize customer wait times and maximize lead capture. • Troubleshoot and resolve advanced telephony issues, including SIP trunking, VOIP connectivity, and carrier-level disruptions. • Utilize The Data Steers Us approach by analyzing call volume trends and routing efficiency to recommend system improvements. • Maintain rigorous Documentation as our GPS, ensuring all client phone configurations and network maps are meticulously recorded for team-wide clarity. • Provide high-quality, professional communication to clients, ensuring technical concepts are translated into clear, actionable business context. • Master both real-time (Sync) and time-shifted (Async) communication to provide project updates and documentation to enterprise partners.