• Act as the primary point of contact for assigned accounts, building strong, long-term partnerships. • Understand client objectives and ensure they maximise value from our data solutions. • Conduct regular reviews to drive satisfaction and alignment. • Drive growth through upselling, cross-selling, and expansion opportunities. • Proactively manage renewals to ensure high retention. • Develop and execute strategic account plans in collaboration with Sales and Marketing. • Oversee technical onboarding and data setup. • Partner with technical teams to ensure successful implementation. • Translate client needs into tailored reporting and solutions. • Own and resolve client issues, coordinating with internal teams as needed. • Maintain clear documentation and follow-up on action plans. • Monitor account health and data usage to identify optimisation opportunities. • Provide performance insights and KPI reporting. • Support renewals, contract updates, and commercial negotiations. • Ensure accuracy of commercial terms and invoicing. • Act as the voice of the customer internally. • Contribute to account strategy, product feedback, and customer success stories.

• Lead onboarding of new accounts and ensure smooth setup of campaigns • Manage multiple accounts and maintain strong professional relationships • Conduct regular review calls and proactively check in on account performance • Monitor metrics, track KPIs, and ensure accurate reporting in ClickUp, Airtable, or Google Sheets • Collaborate with internal teams to address issues and optimize processes • Maintain detailed documentation of all account activities and workflows

Role Description The Senior Specialist - Menu Management is responsible for creating and optimizing brand menus, managing updates, and coordinating limited-time offers (LTOs). This role requires a highly organized, detail-oriented, and proactive individual with strong communication skills to collaborate with internal teams and external partners. - Menu Management & Optimization: Build and map menus on the company’s internal UI within SLA, along with reviewing menus and optimizing for brands. - Client Communication: Serve as the primary liaison between the client and the onboarding team regarding any menu-related work. Maintain open and effective lines of communication and be prepared to speak at regular meetings, agendas, and action plans. - Stakeholder Communication: Connect with internal and external stakeholders to provide menu updates and highlight successes and areas for menu improvement. - Training: Lead training sessions for clients, ensuring they can effectively use the company’s menu products. Train internal team members on menu processes and products to enhance the company's knowledge. - Process & Documentation: Provide feedback regarding internal and external menu processes and documentation to enhance and simplify the client and team experience. Submit Feature Requests to improve our products on behalf of the menu team and the client. - Issue Resolution: Identify and resolve any issues during the menu process, ensuring the client’s experience remains positive. Act as a second-level escalation point of contact internally and externally. Qualifications - Bachelor's degree in Business Administration or a related field. An advanced degree (or equivalent experience). - Minimum of 7+ years of experience in client operations, client relationship management, or a senior leadership role with a proven track record of successful client implementation and relationship management. - Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams. - Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously. - Familiarity with tools like Asana, Zendesk, Hubspot and any other customer success tools. - Strong attention to detail ensures that all onboarding process aspects are executed flawlessly. - Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting. - Ability to develop and conduct client training sessions to ensure successful product adoption. - Comfortable working in US shift hours (i.e., India night shift and occasional weekend support if required).

• Act as a trusted technical advisor for a portfolio of clients, understanding their business models, workflows, and goals. • Lead technical implementations and ensure clients are set up for long-term success. • Proactively audit event builds, configurations, and workflows to identify risks, inefficiencies, and opportunities for improvement. • Ask probing questions to uncover root causes and recommend multiple solution paths with clear tradeoffs. • Translate real-world client use cases into clear product feedback, supported by data, context, and business impact. • Participate in GTM initiatives by testing new features, validating workflows, and shaping internal and external enablement materials.