Responsibilities

• Customer Journey Ownership: Designing and optimizing the end-to-end customer experience lifecycle, from pre-sales through onboarding and ongoing platform usage. Work closely with Sales, Customer Success, Technical Account Management, and Solutions teams to identify and eliminate friction points in the customer journey, ensuring the experience is frictionless, harmonious, and “human” throughout.
• Product Training & Documentation: Developing comprehensive training modules and documentation strategies that enable customer self-service, while maintaining amazee.io's high-touch support model. Creating scalable onboarding materials that preserve our expertise while reducing manual intervention.
• Customer Intelligence: Building and maintaining detailed customer profiles that capture key insights including pain points, growth opportunities, and strategic needs, using these insights to inform product strategy and improve customer outcomes.
• Cross-functional Alignment: Working closely with the Solutions Workstream, Customer Success Managers, Technical Account Managers, and Support teams to ensure consistent customer experience across all touchpoints. Identify gaps in current processes and develop solutions that scale, and coordinate key stakeholders as required to see improvements and solutions through to conclusion.
• Product Strategy Support: Collaborating with the product team to ensure customer experience considerations are central to product decisions. Translate customer feedback and usage patterns into actionable product improvements.