• Lead, mentor, and develop a high performing team of Customer Support Analysts. • Oversee support operations, ensuring consistent adherence to SLAs, quality standards, and issue resolution workflows. • Maintain ownership of high risk escalations and guide the team in de-escalation strategies. • Own the business level strategy for retention for our association clients. • Guide strategic conversations with association leadership teams (e.g., executive directors, membership directors, program heads). • Monitor client health across the customer base and intervene when risks emerge. • Serve as an internal champion for the needs, challenges, and strategic priorities of our clients. • Analyze support trends, platform usage patterns, and client behavior to identify opportunities for improvement. • Drive initiatives that reduce ticket volume through automation, documentation, and training.