Renewals & satisfaction: own renewal rate and client satisfaction scores agency-wide; spot at-risk accounts early and pull in the relevant specialist before issues escalate.
Onboarding orchestration: lead client-side discovery and expectation-setting during onboarding across all service lines; coordinate timing with each specialist's setup work.
Escalation triage: be the first responder on client issues across every channel; decide what needs a specialist's involvement versus what you can resolve directly....