• Create and manage support tickets for issues or action items requiring follow-up, ensuring proper documentation and resolution. • Manage all customer email communications, ensuring inquiries and concerns are addressed promptly and effectively. • Provide feedback and insights to improve customer service quality and enhance the overall customer experience. • Identify recurring customer issues and collaborate with internal teams to implement process improvements. • Track and report on key performance indicators (KPIs) related to customer satisfaction and support efficiency. • Coordinate and manage internal projects related to customer support, service delivery improvements, and cross-functional initiatives, ensuring timely execution and clear communication among stakeholders.

• Own the customer relationship from onboarding through to long-term success — you’re their trusted advisor and go-to partner • Lead engaging onboarding, workshops, and training sessions that set customers up for success • Run regular check-ins, reviews, and Quarterly Business Reviews that clearly demonstrate value • Proactively monitor customer health, usage, and engagement — and act early to keep clients thriving • Translate customer goals into clear success roadmaps and outcomes • Spot opportunities to expand value through deeper adoption or additional Forwood solutions • Work closely with Product, Sales, Support, and Marketing to deliver a seamless customer experience • Feed customer insights back into the business to continuously improve what we do

• Customer Success Management • Form a deep understanding of the client’s business & goals • Provide DSP advisory and strategic consultation from the onboarding phase • Maintain detailed internal documentation of client information (Hubspot), interactions (call notes), feature requests (product wishlist), and campaign strategies • Conduct engaging and informative Quarterly Business Reviews focusing on learnings, growth opportunities, and evangelizing on product roadmap • Account Strategy and Campaign Management • Co-manage and optimize campaigns with the Client or Trading team, analyzing aggregate performance and log-level data to improve strategies. • Report on account progress weekly / bi-weekly to internal and external stakeholders (client, PSS Lead, Product teams, etc) • Set and achieve monthly and quarterly growth and milestone targets together with your Team Lead. • Owning end-to-end client success and results through proactive optimizations, troubleshooting, and coordination • Feedback Loop and Product Development • Proactively identify and address emerging client needs • Work closely with the product team on enhancements based on client feedback. • Efficiently troubleshoot issues and communicate them to the product and technical teams • Provide regular feedback to management about client needs, market & competitor intelligence

• Responsible for Customer Relationship Management (CRM) system integration • Ensures all functions of CRM system effectively work with all other applications and operating systems • Provides design recommendations based on long-term IT organization strategy • Develops enterprise level application and custom integration solutions including major enhancements and interfaces • Acts as an internal consultant, advocate, mentor and change agent