- Gather customer experience data through targeted outreach programs and surveys
- Analyze client data and track accounts to identify churn risk and work proactively to eliminate that risk
- Increase customer satisfaction by early identification of challenges they are facing with respect to our product and services
- Work closely with Product and Consulting teams to understand trends in customer feedback
- Function as the voice of the customer and provide internal feedback on how we can better serve our business and customers
- Provide regular updates to the senior management team about critical issues or trends that need their attention
- Coordinate with internal stakeholders to ensure Client issues are being tracked and closed
- Proactive stakeholder engagement / Coordinate with stakeholders and users to track action plan and ETA for client issues
- Ensure SLA/KPIs of the functions are reported accurately
- Understand, maintain and track issues that arise on the projects
- Present and/or report progress and status of action plan on feedback to senior management
- Contribute to a teamwork setting among the Customer Success team members and product/PMO teams
- Work with Product Teams to establish a sustainable process and leverage PMO infrastructure to track the same
- Optimize process for capturing data and reduce reporting complexity.
- Standardize client outreach pipelines and build processes to enable continuous touchpoints and tracking
- Establish efficient standards and guidelines