Job Description:

Lead the onboarding of new customers and partners, guiding them through product setup, configuration, and best practices for using Microsoft 365 and NetSuite offerings. Deliver or coordinate comprehensive training sessions to ensure customers and partners are confident in using our products effectively. Build and maintain strong, trust-based relationships with customers, acting as their primary point of contact and advocate within SnapOn Software. Proactively monitor customer health and engagement, conducting regular check-ins, analyzing usage trends, and addressing potential issues before they escalate. Troubleshoot and resolve functional or process-related issues; collaborate with Technical Support on more complex technical cases, ensuring timely resolution and clear communication. Support the Sales and Customer Success teams with product demos, reviews, and expansion opportunities to enhance customer value. Maintain accurate and organized customer documentation, including success plans, issue logs, and usage reports. Gather, document, and communicate customer feedback to internal teams to drive continuous improvement of our products and services.