Serve as an executive-facing measurement and ROI lead for enterprise accounts: design measurement frameworks, pull and validate datasets, quantify financial and brand ROI, create dashboards and presentations, partner with Sales/Product/Engineering to automate tracking, and shape renewal and growth strategies.

Lead and develop a high-performing Tier 1 and Tier 2 technical support team for enterprise clients. Drive talent development, manage escalations and critical incidents, own operational workstreams, optimize processes via KCS and AI/automation, analyze support metrics to improve SLAs and CSAT, and collaborate across Product, Client Success, and Implementation teams.

Manage and defend Bazaarvoice's largest enterprise accounts, owning retention, renewals, and strategic expansion. Drive discovery to identify expansion opportunities, align with client IT and marketing leaders, navigate procurement and legal negotiations, articulate ROI, and forecast and protect a high-value pipeline while collaborating with cross-functional teams.