AxisCare Home Care Software

• Respond to customer inquiries via phone, or email in a timely and professional manner. • Assist with one-to-many approach targeting our Tech Touch customer base, providing platform training to improve customer understanding and product utilization. • Manage routine customer check-ins and health monitoring. • Support CSMs with account management activities. • Track customer milestones, renewal dates, and usage trends. • Identify at-risk accounts and escalate concerns appropriately. • Troubleshoot common platform issues and coordinate cross functionally with internal teams as needed. • Document product feedback and common challenges for internal teams. • Participate in internal meetings and contribute insights on customer sentiment and platform performance.

• The QA Manager leads an assigned portion of the QA team within AxisCare's embedded engineering model. • Direct manager for an assigned group of QA engineers and analysts embedded across teams. • Owns hiring, onboarding, performance reviews, and career development for direct reports. • Holds regular one-on-ones and provides ongoing coaching and feedback. • Creates clear growth plans and supports development conversations for each direct report. • Applies and reinforces QA standards, testing methodologies, and quality benchmarks established at the Director level across assigned teams. • Ensures consistency in tooling, test coverage expectations, and best practices within their group. • Monitors quality metrics and reporting for direct reports, surfacing trends and improvement opportunities to the Director of QA. • Manages bug tracking and resolution processes within assigned teams. • Supports capacity planning within their group and advocates for sustainable workloads. • Partners with Engineering Managers and Product leaders at the team level on quality strategy, risk, and release readiness.

• Building small, well-defined features within a project team with mentorship from more senior team members • Effectively managing your time to make meaningful progress and ship on time, avoiding unimportant details • Maintaining a humble, always-a-student approach, diligently seeking out opportunities for experience and self-directed learning, and eagerly sharing what you’ve learned with others

• Design, develop, and maintain engaging and accessible learning content, including e-learning modules, guides, toolkits, videos, job aids, and knowledge resources. • Create digital learning experiences using tools such as Camtasia, Snagit, Chameleon Creator, Gainsight, and similar platforms. • Ensure learning content aligns with company culture, product capabilities, and business goals. • Partner with Product, Customer Success, Support, Sales, and other SMEs to translate complex information into learner-friendly formats. • Gather knowledge from internal experts and transform it into structured, scalable learning programs. • Support and continuously improve customer onboarding programs and role-based learning paths. • Contribute to the design and delivery of blended learning experiences, including self-paced learning and live virtual sessions. • Manage and maintain learning content within the Learning Management System (LMS) and internal knowledge platforms. • Ensure content is organized, accessible, and easy for customers to navigate. • Gather feedback from learners and stakeholders to improve learning experiences. • Use analytics and learner insights to optimize content effectiveness and engagement. • Identify and curate relevant external learning resources that enhance the customer learning experience.

• Researching and developing a list of potential prospective clients • Cold calling/emailing/socially connecting with targeted accounts and contacts inside targeted accounts • Using AxisCare’s marketing and sales enablement collateral, you will resource prospects during their buying journey with the right information at the right time • Maintain an updated list of current targets, with accurate scores and interaction information • Consistently building and implementing a nurturing plan for those prospects who are not currently ready to purchase but have a high likelihood of partnering with AxisCare in the future • Create clear and concise information on each client that is ready to meet with an AxisCare Sales Director in a more in-depth discovery call • Ability to achieve and exceed quotas set by VP of Growth • Use HubSpot CRM to keep your performance and funnel organized.

• Own customer satisfaction for RCM customers and drive measurable improvement over time. • Build and run an RCM customer feedback program (CSAT collection, reporting, and action plans). • Execute a consistent customer engagement cadence 30/60/90-day check-ins starting after onboarding and first claim/bill. • Ongoing baseline support and proactive touchpoints. • Quarterly CSAT trend reviews and improvement planning. • Manage customer escalations related to satisfaction drivers. • Triage and coordinate work across Billing, Onboarding/Implementation, and Product/Support, ensuring clear ownership, deadlines, and customer updates. • Track and improve operational performance metrics (i.e. ticket volume, time to resolution, and customer health score). • Use tools and data to identify trends, root causes, and repeat issues and partner internally to prevent them. • Maintain strong documentation in internal systems so work is visible, repeatable, and measurable.

• Align product strategy to market demand through market, competitive, and win/loss analysis. • Understand priority needs of existing customers first-hand, collaborate with the Customer Success and Support teams. • Understand prospect needs collaborating with Sales and Marketing and home care industry research. • Understand company strategy and direction working with the AxisCare leadership team. • Participate in client meetings, industry conferences and prospect meetings as necessary. • Deliver products to market through efficient execution that includes accurate opportunity assessments, appetite, product roadmaps, project definition, collaborating with UX design, educating organization, tracking customer adoption along with other relevant KPIs to determine success. • Coordinate go to market activities across product development, sales, marketing, and support. • Partner with other product leaders to understand high-value solutions planned for upcoming development cycles understanding appetite for amount of effort the company is willing to invest framing the projects for UX design. • During shaping and development, leverage AI-assisted prototyping and rapid iteration to compress feedback loops and validate assumptions earlier, course-correct with less sunk cost, and collaborate with Engineering on solutions that emerge faster than traditional cycles allow.

• Align product strategy to market demand through market, competitive, and win/loss analysis • Understand priority needs of existing customers first-hand, collaborate with the Customer Success and Support teams • Understand prospect needs collaborating with Sales and Marketing and home care industry research • Understand company strategy and direction working with the AxisCare leadership team • Participate in client meetings, industry conferences and prospect meetings as necessary • Deliver products to market through efficient execution that includes accurate opportunity assessments, appetite, product roadmaps, project definition, collaborating with UX design, educating organization, tracking customer adoption along with other relevant KPIs to determine success • Coordinate go to market activities across product development, sales, marketing, and support • Partner with other product leaders to understand high-value solutions planned for upcoming development cycles understanding appetite for amount of effort the company is willing to invest framing the projects for UX design • During shaping of projects for development and during the development cycle, provide answers to the development teams as needed to mitigate impediments and adjust plans as needed to accomplish the teams’ delivery goals while maximizing value to the customers

• Architect and manage AWS infrastructure that supports a high-availability PHP/JavaScript application stack using Terraform to define and provision resources. • Own and improve the CI/CD pipeline built with GitHub Actions and CodePipeline to support reliable deployments with fast feedback to the devs. • Lead initiatives to scale and tune our MySQL-based data layer, including replication, backups, monitoring, and performance optimization. • Ensure our environments meet security and compliance standards (e.g., HIPAA, SOC 2) and participate in security reviews, incident response planning, and disaster recovery readiness. • Design network architecture and IAM policies to minimize risk and follow best practices. • Define and refine lightweight, high-leverage processes —automating where it counts, documenting the important stuff, and avoiding ceremony that doesn't add value. • Expand system observability via metrics, logging, and alerting across our stack. • Advocate for DevOps best practices across engineering.

• Lead the annual budgeting, long-range financial planning, and rolling forecasting processes. • Prepare and present comprehensive financial reports and dashboards for internal management and external stakeholders. • Develop and maintain complex financial models to understand gross and net retention, LTV:CAC ratios, churn rate, and the Rule of 40. • Collaborate with cross-functional leaders to align financial plans with strategic objectives. • Review and assist with cash management, including development of monthly and 13-week cash flow forecasts. • Drive continuous improvement in financial processes, systems, and reporting capabilities.