Espresa

• Serve as the primary technical resource for enterprise customers. • Help administrators navigate our SaaS platform, diagnosing technical issues. • Act as a critical feedback loop between customers and our product and engineering teams. • Own technical resolution across support channels (email, phone, and chat). • Maintain high CSAT scores and contribute to the continuous improvement of our support systems and documentation. • Diagnose and resolve platform issues -- triaging configuration errors, integration failures, data discrepancies, and bugs. • Guide members and admins through platform features, configurations, and workflows. • Own escalated cases for enterprise and strategic accounts with urgency. • Maintain deep knowledge of the Espresa platform and contribute to internal documentation.

• Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to maximize insights and value. • Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success. • Partner with the Implementation team during onboarding to ensure a smooth customer handoff, and independently lead customer-facing projects post-launch as needed to drive adoption and milestone achievement. • Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI. • Collaborate with Account Managers on account strategy to build cross-functional relationships, identify upsell opportunities, and support contract renewals. • Deliver training sessions and create resources to empower customer teams to maximize platform adoption and value; serve as a product advocate by surfacing customer feedback and use cases to internal teams to inform product direction. • Develop deep platform expertise to tailor solutions to customer needs, resolve inquiries effectively, and proactively identify product gaps or enhancement opportunities that impact customer outcomes. • Administer various aspects of the platform on behalf of customers throughout the customer journey, as necessary.

• Take ownership of establishing a structured strategic planning process for the CS team. • Work hand-in-hand with the peer Director of Customer Success to standardize processes, tools, and methodologies, ensuring a unified experience for all CSMs and customers. • Serve as the primary voice of the customer and admin with the Product team. • Build a deep understanding of how Espresa is configured and used. • Maintain a close feedback loop with Product on escalations, bugs, and systemic gaps. • Work across departments to solve key business challenges. • Develop expert-level knowledge of the Espresa platform. • Support CSMs on complex technical questions and configuration challenges. • Partner closely with the Head of Account Management to support a seamless commercial strategy. • Attract, hire, and mentor top talent.

• Lead onboarding and implementation processes, managing timelines and deliverables to meet customer objectives. • Define success criteria and provide tailored recommendations to drive platform adoption, engagement, and ROI. • Build and maintain strong relationships with key stakeholders and administrators to drive satisfaction, loyalty, and long-term success. • Collaborate with Sales, Account Management, and Customer Success Managers on account strategy to build cross-functional relationships and identify upsell opportunities. • Collaborate with Product Development and Enablement to prepare and deliver for discriminating and early-adopter customers. • Provide expertise tailoring a solution to customer needs and resolve inquiries effectively. • Deliver client training sessions on product features, workflows, and best practices while empowering customer teams to make program and technical decisions. • Understand and track customer strategy and challenges; align Espresa’s Platform with their internal narrative and desired outcomes to enable future insights and value. • Be a technical leader in the organization by sharing field experiences with customer-facing and internal peers. • Keep current on HR/benefits industry trends, developments, and best practices.

• Efficiently handle and resolve member inquiries and support tickets across various communication channels. • Take ownership of escalated support cases with urgency and professionalism. • Provide high-touch, personalized service for designated enterprise and strategic accounts. • Keep internal content accurate and up-to-date as per member and stakeholder requests and company requirements. • Deliver a “wow” experience in every interaction, ensuring members feel heard, valued, and supported. • Excel at de-escalating challenging situations with empathy, professionalism, and composure. • Serve as a supportive team player and empathizer within the team. • Analyze support trends, CSAT feedback, and member comments to identify friction points and opportunities.

• Help shape and execute Espresa’s channel strategy, with a focus on strategic consultant and broker relationships • Build and deepen relationships with benefits consultants, broker partners, and distribution channels to expand Espresa’s market presence and influence revenue opportunities • Develop strong connections with practice leaders, subject matter experts, and executive stakeholders within key consultant and broker firms • Partner closely with Sales, Marketing, Product, and Client Success teams to align go-to-market strategy and support successful channel-driven opportunities • Represent Espresa through consultant education sessions, capabilities presentations, industry conferences, and networking events both in person and virtually • Partner closely with the sales team to support consultant-influenced opportunities, strengthen pipeline development, and improve win rates

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Regional Vice President of Strategic Alliances plays a critical role in accelerating Espresa’s growth by expanding and activating our consultant and distribution partner ecosystem. This role focuses on building trusted relationships with employer benefit consultants and broker partners, influencing market awareness, and supporting revenue growth through the channel. - Help shape and execute Espresa’s channel strategy, with a focus on strategic consultant and broker relationships - Build and deepen relationships with benefits consultants, broker partners, and distribution channels to expand Espresa’s market presence and influence revenue opportunities - Develop strong connections with practice leaders, subject matter experts, and executive stakeholders within key consultant and broker firms - Partner closely with Sales, Marketing, Product, and Client Success teams to align go-to-market strategy and support successful channel-driven opportunities - Represent Espresa through consultant education sessions, capabilities presentations, industry conferences, and networking events both in person and virtually - Partner closely with the sales team to support consultant-influenced opportunities, strengthen pipeline development, and improve win rates This is an opportunity to become a key contributor within a rapidly growing company, with significant opportunities to expand scope and impact over time. Espresa is a pre-IPO company experiencing strong growth, and meaningful equity participation is part of the compensation package. Qualifications - 10+ years of experience in the employer benefits ecosystem, including benefits consulting or selling into the consultant/broker channel, with established relationships - Proven track record of influencing or driving revenue growth through consultant or broker relationships - Experience working with and navigating large employer organizations and complex benefits decision-making environments - BA or BS required; MBA or other advanced degree preferred (relevant experience may be considered in lieu of degree) - Ability to build credibility quickly and engage effectively with consultant leaders, partners, and senior decision-makers - Thrives in a fast-paced, entrepreneurial environment with the ability to operate independently and drive results Requirements - Deep benefits and wellbeing industry expertise, including established relationships with employer benefit consultants, brokers, and key industry stakeholders - Demonstrated business acumen and thought leadership, contributing insights that strengthen partner engagement and market positioning - Ability to build credibility quickly with consultant and broker leaders, serving as a trusted resource on market trends and Espresa’s platform vision - Strong presentation and communication skills, effectively articulating product strategy and value to diverse stakeholder audiences - Proven ability to operate independently, prioritize effectively, and manage multiple initiatives in a fast-moving environment - A collaborative mindset with a strong commitment to helping Espresa achieve and exceed growth objectives Benefits - Comprehensive benefits package competitive with Silicon Valley/Bay Area employers - Health insurance - Retirement plans - Lifestyle Spending Account - Generous PTO - More benefits Company Description Espresa is the only personal benefits platform that delivers a global and all-in-one experience for HR, people teams, and employees. With a core focus on Lifestyle Spending Accounts (LSAs) and a complimentary, modular suite of solutions focused on total wellbeing, recognition, and community, Espresa powers great places to work, while making heroes out of HR teams.

• Own renewal, retention, and expansion outcomes across a defined portfolio of customers. • Identify customer needs, designing commercial solutions, and driving long-term mutual success. • Strengthening executive relationships and supporting Annual Business Reviews. • Proactively manage client base like a business within the business. • Lead Client Value Plans and Mutual Success Plans to align internal execution with external commitments. • Build multi-threaded relationships across HR, Benefits, Finance, Procurement, and executive stakeholders. • Act as a strategic partner during Annual Business Reviews and executive conversations. • Identify risks early and implement mitigation strategies ahead of renewal cycles. • Drive proactive renewal strategy, including multiyear structure and pricing negotiations. • Maintain disciplined pipeline management in Salesforce from awareness through close.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Account Manager operates as the general manager of their book of business. You will own renewal, retention, and expansion outcomes across a defined portfolio of customers. This role requires a strategic and entrepreneurial mindset, identifying customer needs, designing commercial solutions, and driving long-term mutual success between Espresa and our Customers. - Lead Client Value Plans and Mutual Success Plans to align internal execution with external commitments. - Build multi-threaded relationships across HR, Benefits, Finance, Procurement, and executive stakeholders. - Act as a strategic partner during Annual Business Reviews and executive conversations. - Identify risks early and implement mitigation strategies ahead of renewal cycles. - Treat your book of business as a business within the business. - Own renewal, retention, and expansion targets within your portfolio. - Drive proactive renewal strategy, including multiyear structure and pricing negotiations. - Build and manage expansion pipeline through structured outreach, discovery, and consultative selling across Espresa’s modular solutions. - Balance hunting for growth opportunities with strengthening long-term partnerships. - Thrive in ambiguity and move initiatives forward with ownership and accountability. - Maintain disciplined pipeline management in Salesforce from awareness through close. - Partner closely with Customer Success Managers to ensure seamless client experience. - Collaborate with Sales, Product, Finance, Operations to support client's strategy and commercial execution. - Capture Voice of Customer insights to inform product and roadmap conversations. - Leverage automation, reporting, and data-insights to inform account strategy. Qualifications - 5+ years of Account Management experience in Enterprise SaaS, with demonstrated success in renewal and expansion ownership. - Experience working with large employer accounts in HR technology, benefits, or related industry preferred. - Proven ability to carry a revenue target and consistently meet or exceed goals. - Strong commercial acumen including pricing strategy and contract negotiation. - Track record of consultative, solution-based selling. - Proficiency in Salesforce CRM and pipeline management best practices. - Ability to build executive credibility and present strategic insights effectively. - Exceptional prioritization and time management skills. - Growth mindset and comfort operating in a fast-paced, evolving environment. Nice to Have - Start-up or high-growth company experience. - Industry knowledge and experience managing complex global employer accounts. - MBA or advanced degree (experience in lieu of degree considered). Benefits - Comprehensive benefits package competitive with Silicon Valley/Bay Area employers. - Health insurance. - Retirement plans. - Lifestyle Spending Account. - Generous PTO. Why This Role Matters 2026 and beyond is about scaling human partnership with automation, protecting renewals, unlocking expansion, and deepening customer advocacy. The Account Manager plays a critical role in ensuring our partnerships deliver measurable business value and long-term growth. This is an opportunity to be a contributor in building a scalable, high-performing Account Management engine inside a rapidly growing company.

• Work closely with sales teams to develop and implement proactive approaches to generating qualified new business meetings/opportunities and targeting accounts that meet the ideal customer profile. • Achieve quarterly and annual new business meetings/opportunity targets. • Manage business development activity in Espresa’s CRM system of record - track prospect interactions, manage lead information, and enrich CRM data (key contacts, incumbent vendors, renewal dates, and competitor usage to enhance future sales efforts). • Report out on meeting activity and outreach strategies. • Maintain contact with potential clients through follow-up communications to nurture relationships and help advance them to meetings/opportunities. • Stay informed about market trends and competitive products. This includes understanding the industry, identifying potential market segments, and keeping up to date with changes that may affect demand.