Job Description
Key Responsibilities
- Product Mastery: Act as the primary technical partner for customer program leads, serving as the account's operational health anchor by prioritizing technical requests and providing a consistent expert point of contact for all platform‑related needs.
- Product‑Led Value Realization: Drive technical success by ensuring users meet defined product maturity milestones, deepening feature adoption, and moving users from basic data visibility to high‑value analytics and automated reporting workflows.
- Operational Business Reviews (OBR): Lead regular reviews focused on platform engagement and adoption metrics, presenting support performance data (including SLA/SLO attainment) to assure the platform meets operational requirements.
- Behavioral Health Monitoring (Pendo): Use Pendo to track real‑time adoption, analyze user paths and time‑to‑value metrics, and initiate proactive success plans for accounts wit...