Define the vision and success metrics of Account Expansion that achieves lasting customer success as defined by logo and revenue retention targets Act as a leader driving Sales and Account Expansion initiatives across the organization Gather feedback from other departments, including Product, Finance, Engineering and others as applicable Advocate for changes in other departments’ protocols (including our sales and onboarding processes) and collaborate with them to implement needed changes Cultivate a world class Team Set expectations on performance and provide constant feedback via job scorecards Continue to develop and evolve the teams career path that provides measurable targets for team members Set up training and mentoring to grow team Drive implementation and execution of all ShipHawk Account Expansion training activities Develop a departmental onboarding program in which team members are able to exhibit the following upon completion: Product proficiency, standard customer communication methodology, and an understanding of our industry Develop user education programs (certification, training, community, etc.) to educate our customers, improve their likelihood of success with our products and actively reduce support cases