And sometimes you have to stay on a war room call with the customer team the entire time until the issue is resolved, while trying to accomplish all of the above, and navigate that company's unique internal politics (which you need to understand to navigate). But yeah, someone who is good at doing this makes it looks like you can replace them with a cookie cutter support person because they are good and making sure there is no visible friction with the customer, therefor to the bean counters, this persons hard work is invisible. But when this person is gone, and there is suddenly tons of friction next year's sales is f'd. Good luck tech companies laying all these 'dead wood' people that took care of all these things (stuff that also doesn't just fit into the corporate knowledge base). I said before, if you can replace people that do this sort of thing with just anyone, you don't have a real company, you have a franchise that can just plug people into roles. But large customers don't want the McDonalds treatment, they want (and their complexity demands it if your solution is to work for them) the personal service treatment.
