• Partner with the Customer to utilize industry best practices (ITIL/ITSM) • Promote customer satisfaction and manage satisfaction issues • Build positive relationships with ARUBA/HPE team members • Lead the support team and guide toward organizational goals • Manage service delivery and customer engagement effectively

• Manage a large, dynamic portfolio of 120+ customers across all stages of the customer lifecycle. • Engage with our most at-risk customer segment to maximize product adoption, deliver customer value, and mitigate churn risks. • Generate brand ambassadors and uncover expansion opportunities to drive growth. • Influence changes on your direct team and the customer journey by providing valuable feedback to cross-functional teams to shape the future of our product and offerings.

• Ensure that all Zoho CRM features and settings are accurately configured to meet client needs. • Design and create custom fields and modules in Zoho CRM to tailor the system to client specifications. • Integrate various Zoho applications to work seamlessly together and improve workflow efficiency. • Import client data into Zoho CRM, ensuring data integrity and accuracy. • Create and implement workflow rules that automate business processes within Zoho CRM. • Utilize Zoho's automation features to streamline tasks and improve operational efficiency. • Regularly monitor the CRM system to identify issues and optimize performance.

• Serve as the primary contact for onboarding, training, and ongoing support for customers. • Build strong relationships with customers to understand their goals and ensure their success. • Guide new customers through the onboarding process to ensure a smooth implementation of our product/service. • Conduct product demonstrations and training sessions tailored to customer needs. • Proactively monitor customer health and engagement, identifying risks and opportunities for expansion. • Collaborate with sales and marketing teams to identify upsell or cross-sell opportunities. • Act as the customer's advocate within the organization to resolve issues promptly. • Coordinate with technical and product teams to address customer feedback and improve user experience. • Track and analyze key metrics such as Net Promoter Score (NPS), churn rate, and customer satisfaction. • Provide regular reports and insights to management on customer trends and areas for improvement.