• Leads and mentors a team of Account Executives to deliver exceptional customer experiences and high levels of client satisfaction • Oversees client accounts to ensure successful program execution, contract compliance, and service excellence • Builds and maintains strong relationships with key clients, serving as a senior escalation point and strategic partner • Drives customer retention, contract renewals, and revenue growth across an assigned portfolio • Identifies and pursues upsell and cross-sell opportunities within existing accounts to expand business • Partners cross-functionally with Sales, Marketing, and Operations to align strategies and deliver seamless client experiences • Monitors account performance, analyzes data, and delivers insights and ROI reporting to clients and internal stakeholders • Develops and implements best practices, tools, and processes to optimize account management and customer outcomes • Leads onboarding, training, coaching, and performance management initiatives to build a high-performing team • Stays current on industry trends and continuously enhances strategies to strengthen customer experience and competitive positioning

• Provide outstanding customer experience across email and live chat in both English and French • Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting • Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) • Consistently achieve individual and team performance goals • Demonstrate strong understanding of policies, processes, and product guidelines • Work cross-functionally to resolve complex customer issues efficiently • Collect and share customer insights to improve product experience and service quality • Identify recurring issues and escalate trends for timely resolution • Proactively collaborate with internal teams to improve workflows and customer experience • Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) • Support additional tasks as assigned by the Customer Happiness Manager

• Provide outstanding customer experience across email and live chat in both English and German • Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting • Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) • Consistently achieve individual and team performance goals • Demonstrate strong understanding of policies, processes, and product guidelines • Work cross-functionally to resolve complex customer issues efficiently • Collect and share customer insights to improve product experience and service quality • Identify recurring issues and escalate trends for timely resolution • Proactively collaborate with internal teams to improve workflows and customer experience • Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) • Support additional tasks as assigned by the Customer Happiness Manager

• Provide outstanding customer experience across email and live chat in both English and French • Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting • Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) • Consistently achieve individual and team performance goals • Demonstrate strong understanding of policies, processes, and product guidelines • Work cross-functionally to resolve complex customer issues efficiently • Collect and share customer insights to improve product experience and service quality • Identify recurring issues and escalate trends for timely resolution • Proactively collaborate with internal teams to improve workflows and customer experience • Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) • Support additional tasks as assigned by the Customer Happiness Manager