Robin McConnell

Promoted from Service Desk Analyst (Jan 2025) for excellence in client relationship management, cross-functional collaboration, and ability to proactively drive enterprise account success.

• Manage and grow a portfolio of enterprise accounts by segmenting and strategically prioritizing relationships, fostering trust with key clients to drive long-term partnership value.
• Deliver 1:1 and 1:many training—webinars, videos, learning series, and knowledge bases—to boost adoption and growth.
• Use data and sentiment insights to monitor account health, anticipate risks, and drive proactive retention.
• Serve as a primary escalation point, coordinating with Development and Support to deliver effective resolutions.
• Foster expansion by collaborating with internal teams to identify upsell opportunities and align with client growth.
• Conduct regular reviews with clients to share impactful, timely roadmap updates and deepen strategic alignment.
• Translate customer feedback into actionable insights for Sales, Support, Product, and Design, directly shaping product roadmap priorities.
• Author and optimize documentation to streamline workflows, boost efficiency, and drive product adoption.
• Provide technical support and training across multiple formats, simplifying complex concepts to improve user proficiency and adoption.
• Built and launched the Digital Agent Learning Center for 5,500+ users, enabling scalable onboarding and training.