Essential duties: 

•Develop a strong understanding of SaaS telemetry data and of the Full SaaS Solution •Maintain a proactive dialogue with customers either through 1:1 activities or 1:many approach (events, digital content, training) •Leverage available data to optimize account prioritization •Use data insights to perform adoption reviews and provide recommendations to increase adoption, reduce risk of down-sells/cancellations and help identify/position expansion opportunities. •Work closely with other Lines of Business (support, presales, consulting etc.) to leverage product skills and resources •Develop programs in partnership with the Global CSM team, across NA, JAPAC, LAD - to automate the CSM Services and improve the customer experience •Creation of reusable assets – playbooks, FAQs, checklists •Promote CSS services (OU, ACS, etc.) and facilitate customer meetings with the sales team •Educate customers to ensure they are making use of all available Resources (MOS, CCC, OU, Navigator etc.) •Provide generic best practices and industry benchmarking materials via self service and proactive push communication