Customer Care Strategist

📋 Description

• Own retention and renewal outcomes for an assigned book, focusing on health and renewal strategy.
• Take a hands-on, whatever-it-takes approach to retaining accounts and moving them forward.
• Lead proactive account reviews and executive conversations on goals, adoption, value, risks, and next steps.
• Identify challenges and gaps in adoption; drive action plans to improve outcomes.
• Collaborate cross-functionally with CS, Sales, Support, Services, Product, and Leadership to move accounts forward.
• Identify upsell or cross-sell opportunities aligned to customer needs and goals.

🎯 Requirements

• Strong executive presence with senior customer stakeholders.
• Strong judgment in navigating risk, conflict, and complex customer situations.
• Ability to identify root causes, assess account risk, and drive practical resolution plans.
• Excellent verbal and written communication, including executive calls and business reviews.
• Strong cross-functional leadership, with the ability to influence without direct authority.
• Strong organizational and time management skills, with the ability to manage multiple strategic priorities.