Drive customer experience improvements by analyzing support operations, surveys, transcripts, and Voice of Customer metrics (NPS, CSAT). Integrate feedback with transactional and behavioral data, perform root-cause and statistical analyses, build reports and visualizations, partner with cross-functional teams to recommend and measure improvements, and apply AI/ML and data storytelling to communicate insights.

Lead cross-functional initiatives on data analytics related to user behavior, support legacy application replacement, and manage stakeholder coordination and project timelines.

The Strategic Account Manager is responsible for client relationship management, account growth, and enhancing consultant engagement in the technology and social media sector, ensuring satisfaction throughout the consultant lifecycle.