Manage complex customer accounts throughout the lifecycle, serving as a trusted advisor and driving compliance program success, product adoption, renewals, and customer value. Lead strategic reviews, analyze program performance, coordinate implementation and permissions, support escalations, maintain CRM records, and collaborate with Professional Services, Sales, Product Management, and Program Support. Provide regulatory guidance, mentor colleagues, and lead customer success process-improvement projects.

Senior technical specialist managing Tier 3 escalations for a SaaS supply-chain platform. Diagnose complex issues via read-only code review, collaborate with Engineering and Product teams, mentor junior support staff, analyze support data to drive product improvements, and design AI-driven support workflows using tools like Forethought AI to automate and elevate customer experiences.