Participates and contributes as an active member of the Customer Success team in the definition, creation, and execution departmental programs and plans to meet the short, medium and long-term objectives of the business. Manages all aspects of key customer relationships to maximize partnerships, company profitability, and revenue growth. Facilitates workforce planning to ensure quality of services delivery and effective support of the operational policies and procedures. Must apply strong program / project / account management skills to define the strategies, scope, plans, schedules, and documentation of solutions. Exercises judgment within broadly defined practices and policies in selecting methods, techniques and evaluation of criteria for obtaining results. Supports and/or leads any number of client programs. Will typically facilitate customer relationships that span across multiple departments or accounts simultaneously. Customer base will likely span across multiple geographies. Responsible for ensuring Valorem Reply fosters a customer intimate model without compromising operational excellence. Works with and may direct multiple roles within Valorem Reply, customer, or subcontractors.