About

About the Role:Grade Level (for internal use):10 The Team: It's a dynamic global team, where the work changes daily. "You are responsible for a successful customer journey and touch points that create long term client engagement, driving adoption, retention, user/usage growth and supporting strategic objectives on the account level. "This team will develop and execute data driven processes to deliver world class customer experience. "Your role may focus on migration, onboarding or global strategic accounts. Responsibilities: Lead proactive and innovative customer engagement initiatives in close collaboration with Marketing, Product, Account Management, and Sales teams. Cultivate strong relationships with power users and key stakeholders. Develop specialization in key industry verticals or customer segments. Stay attuned to client business objectives and market trends to identify tailored solutions. Deliver tailored training sessions (virtual/in-person) aligned to user roles and workflows. Continuously deepen understanding of Data & Research products and services, including new features and offerings. Act as a knowledge resource across the team by sharing best practices, campaign strategies, and leading special projects or initiatives. Drive user adoption and product usage growth through targeted campaigns, webinars, and one-on-one engagements. Maintain strong relationships across user personas. Analyze and evolve customer profiles within Salesforce, capturing key attributes such as departmental use, geographic presence, and business objectives. Partner with fellow CSMs to evaluate engagement across product areas and accounts, aligning on opportunities for coordinated outreach or specialization. Monitor product usage and develop account profiles including geographic/departmental presence, relationship history and business