Duties & Responsibilities:

•           Partnering with the Account Manager and the operations teams, , manage large client engagements, focusing on the intersection between ongoing operations, account/support issues and significant services requests

•           Work closely with the Sales, Professional Services, Cloud Operations and Support organizations to facilitate resolution to escalated client situations and drive completion of root cause analyses as necessary

•           Become our customers’ trusted partner

•           Prepare and deliver client account reporting and executive level ad hoc reporting, as required and maintain executive scorecards.  Serve as a SumTotal’s change manager to help ease and facilitate clients through large projects

•           Develop and implement process improvements and standard operating procedures to maximize efficiencies and consistently exceed client service levels.

•           Identify, create and deploy proactive customer experience campaigns that drive retention and customer success

•           Identify opportunities to increase product adoption  solutions or training that will increase SumTotal’s value to the customer and improve customer satisfaction in the course of developing partner relationship with customers as appropriate.

•           Effectively resolve escalated client issues and complete root cause analyses, when appropriate, in order to prevent future occurrences.

•           Manage ad hoc client management and organizational programs and projects, as necessary