• Build and maintain strong, trusted relationships with clients, serving as their advocate within the company. • Proactively communicate with clients to understand their goals, challenges, and upcoming initiatives. • Monitor client engagement and platform usage to identify opportunities for improved adoption, satisfaction, and account growth. • Identify and pursue upsell and expansion opportunities where they align with client goals. • Act as the primary point of contact for assigned client accounts, managing their daily needs and inquiries. • Monitor and resolve client tickets promptly and effectively, ensuring a high standard of service. • Build client events as necessary on the Tixr platform. • Own coordination across internal teams to ensure client needs and goals are met on time. • Partner with Technical Solutions Managers to deliver new feature demos, resolve complex technical challenges, develop workarounds for unique client situations, and conduct client build audits. • Engage with the Director of Accounts on issue escalation, strategic guidance, complex financial or reporting needs, and account-level risk mitigation. • Partner with Technical Solutions Managers to resolve product-specific, onsite, or technical challenges for clients. • Partner with Client Onboarding Lead to ensure clients are onboarded effectively, trained on platform use, and set up for long-term success. • Provide the Director of Accounts with regular insight into the health and status of client relationships. • Escalate complex issues to the appropriate internal teams and ensure timely resolution. • Share client feedback with Technical Solutions Managers and Support teams to help enhance platform functionality and the overall client experience. • Manage client projects, timelines, event builds, and deliverables, ensuring all commitments are met. • Maintain clear and organized client records in Notion and HubSpot, documenting interactions and updates. • Identify and implement process improvements to optimize client success workflows.

• Act as the primary point of contact for assigned customers • Drive onboarding, adoption, and retention strategies • Deliver proactive support, not reactive ticket handling • Troubleshoot product issues using SQL queries, logs, and system diagnostics • Use Power BI / dashboards to track customer health and usage patterns • Leverage and deploy AI tools / AI agents to improve support efficiency • Continuously improve support workflows and CX processes

• Own and manage assigned customer accounts (Domestic & International) • Ensure zero long-pending issues with strict SLA adherence • Drive CSAT and NPS outcomes through proactive engagement • Maintain high-quality business communication (written & verbal) • Conduct customer onboarding sessions and drive product adoption • Create and share customer reports and insights with Customer Success Managers • Support renewal readiness through engagement and value delivery • Develop knowledge base / product support content • Handle escalations and cross-functional coordination • Deliver consistently on KPIs and KRAs

• Provide assistance, information and support to customers regarding the company's products or services. • Respond to inquiries, resolve issues, and ensure customer satisfaction through effective communication and problem resolution. • Handle inbound calls, emails, and chat requests. • Maintain accurate records of customer interactions. • Escalate unresolved issues to designated departments for further follow-up. • Communicate with customers to address their requests or inform them of investigation results, solutions, or any planned fixes. • Conduct periodic outbound calls to maintain customer relationships and update customer information in the CRM. • Gather and review all relevant information to assess the validity of complaints and determine possible causes and resolutions. • Perform remote support interventions for customers covering both hardware and software aspects of the company's products. • Provide product training to customers. • Participate in new customer onboarding processes, including needs assessment, software configuration, data handling and import, training, and implementation support. • Analyze and update customer data on demand using database scripts, file import/export (Excel/CSV), AI platforms, or other tools as required. • Perform any other related tasks.