• Serve as the primary point of contact between our strategic customers and internal stakeholders, and be a key member of our Customer Success organization • Foster and grow customer relationship by acquiring tribal knowledge of a customer's organization and identify our champions • Articulate the value of our open source database/SaaS cloud platform, while driving customer engagement and adoption • Guide post-sale support activities such as customer onboarding, adoption, advocacy, reviews/updates and retention • Coordinate and engage different internal technical teams to solve customer issues • Report on customers’ wants and needs to Product Management team in order to improve the product • Work cross-functionally with strategic and technical colleagues to accomplish customer goals • Qualify opportunities through follow-ups (within company SLAs and best practices playbook)

• Support onboarding, deployment, professional development, and training sessions to drive engagement and successful outcomes • Serve as the primary day-to-day contact for assigned accounts, acting as a trusted advisor to understand goals, challenges, and opportunities • Lead and deliver engaging training sessions for teachers, administrators, IT teams, and channel partners via live webinars, recorded content, and in-person demonstrations • Create and maintain customer-facing materials, such as tutorials, user guides, and training videos to empower end users • Advocate for customers internally, providing feedback to improve processes, product usability, and the overall customer experience • Represent BenQ Education at user events, workshops, and professional gatherings as needed

• Respond to and assist customers promptly and courteously • Follow up with clients post-sale via video calls to ensure they follow the methodology • Record and track customer requests • Provide technical support to resolve post-sale issues • Conduct customer satisfaction and feedback surveys • Collaborate with the sales team to ensure customer retention

• Onboard new merchants and ensure they go live without delays • Manage a portfolio of merchants and be accountable for their activity, retention, and overall performance. • Monitor merchant activity, failed transactions, and behavioural trends to identify issues early. • Identify at-risk merchants early and take action to prevent churn. • Run structured merchant conversations focused on performance and growth. • Resolve merchant issues end-to-end and follow through until completion. • Work closely with cross-functional teams to unblock merchants. • Maintain clean and accurate CRM records across all merchant interactions. • Improve internal processes and how merchants are managed at scale.