• Partner Contract Management (Primary – 50%) Own the renewals, upsells, contracting, customer services issues, collections. • Reach out to customers whose service renewals are ending to renew services. • Support internal needs when a service contract needs to be amended. • Creating and sending contracts for services and upsells. • Actively engaging customers regularly to ensure services are delivered and satisfaction with the product is high. • Scoping, and Internal Enablement (30%) Lead scoping conversations with customers when services need to be added, modified, or reconfigured—translating customer needs into clear steps for the delivery team. • Serve as the go-to internal resource on partner products and services, helping Sales, Delivery, and Support teams understand offerings, limitations, and positioning. • Develop and maintain internal documentation—FAQs, service guides, and process playbooks—so institutional knowledge around partner offerings doesn't live in any one person's head. • Liaise with external partners on customer-related issues, escalations, and product feedback, acting as the bridge between the partner and internal stakeholders. • Participate in partner-facing meetings, QBRs, and product updates to stay current on roadmap changes that may affect customers. • Flag product or service gaps to leadership and advocate internally for changes that would improve customer outcomes. • Partner Account Support (20%) Monitor the health of your assigned accounts using in-app reporting tools and CRM data, flagging trends that indicate dissatisfaction or underutilization. • Respond to customer inquiries related to their service agreements, billing questions, and product access in a timely and professional manner. • Coordinate with Delivery to ensure onboarding and implementation milestones are being met for new or expanded contracts. • Support the preparation of reports and account summaries for internal leadership and external partner stakeholders. • Assist in the development of customer-facing materials such as service overviews, renewal summaries, and usage reports.