• Own and optimize Salesforce for Customer Success workflows, reporting, and data integrity • Partner with Customer Success leadership to operationalize initiatives across onboarding, adoption, health, and renewals • Design, document, and improve CS processes and workflows to drive efficiency and consistency • Build and maintain dashboards and reporting that provide visibility into customer health, risk, and performance. • Implement, support, and administer CS tools (e.g., Gainsight, Totango, Catalyst, or similar) and align them with Salesforce. • Act as the operational owner, ensuring that CS-related initiatives are delivered efficiently and effectively.

• Serve as a primary point of contact for high value clients, addressing their unique inquiries, concerns, and requests in a proactive, timely and effective manner • Collaborate with internal teams, including Support, Sales, and Product Development, to align solutions and enhance the overall customer experience • Analyze and record customer data to identify trends, risks, and opportunities, providing insights to inform strategic, data driven decision-making • Drive growth by mapping value to additional modules/solutions, identifying cross‑sell and upsell opportunities, and partnering with Renewals/Sales • Capture the Voice of the Customer and collaborate with Product on prioritized feedback and roadmap insights • Develop and improve playbooks along the customer journey to standardize excellence and scale outcomes • Efficiently manage and respond to a high volume of client emails and calls, ensuring clarity, professionalism, and concise communication in a professional environment

• Partner with Product team to communicate customer feedback and requirements • Collaborate with local PS-team members or solution consultants to perform analysis/projects • Work with Marketing to deliver appealing customer success stories • Serve as the primary day-to-day contact for assigned strategic accounts • Build and maintain strong relationships at multiple levels within customer organizations • Discover and document customers’ business objectives • Lead customer workshops and training sessions both remotely and on-site • Track and measure customer KPIs and success metrics • Develop and nurture expansion opportunities within existing accounts • Ensure customers achieve their defined business objectives through embedding PTV Logistics’ solutions.

• Develop a deep understanding of your clients, including their objectives, needs, and working styles • Drive adoption of products/services • Monitor usage data to target inactive users • Maintain accurate users lists that reflect active users • Seek opportunities for growth, specifically with user adds, within existing accounts • Serve as the product expert for services within your client base • Conduct product trainings • Assist with inbound product and research related questions • Partner with Product to ensure client feedback is integrated into product enhancement roadmaps • Partner with Marketing on campaign strategies within existing accounts