• Serve as the primary technical point of contact for assigned enterprise customers. Provide technical support and advanced-level troubleshooting. • Triage complex customer service issues received through various customer service channels • Maintain high customer satisfaction while managing operational expectations • Become a product expert and maintain a deep understanding of product functionality • Coordinate with internal teams (Support, Engineering, Product) to resolve issues. • Identify trends in support requests to help create long-term solutions • Build and maintain strong relationships with technical stakeholders. • Help with onboarding and implementation efforts tailored to customer needs. • Understand customer objectives and proactively recommend solutions to meet them. • Check system health and performance to preemptively identify potential issues. • Provide regular technical reviews, reports, and improvement plans. • Guide customers on best practices in configuration, security, and architecture. • Advocate for customer needs within the company to influence the roadmap and product improvements.