EnGen

• Serve as a strategic advisor to a portfolio of high-profile customers, owning the full customer lifecycle from onboarding through renewal while driving adoption, engagement, retention, and long-term partnership success. • Build trusted relationships with stakeholders at all levels, deliver strategic business reviews and success planning sessions, and align EnGen solutions to each client’s workforce development and business goals. • Lead complex onboarding and implementation initiatives, ensuring customers are positioned for long-term success and that their learners demonstrate measurable outcomes from day one. • Analyze engagement, utilization, and performance data to proactively identify risks, uncover growth opportunities, and drive data-informed customer strategies. • Act as the primary escalation point and trusted partner for customers, ensuring timely resolution of challenges and a consistently high-quality client experience. • Drive customer adoption and long-term platform success through strategic enablement, training, and best-practice guidance. • Partner cross-functionally with Sales, Product, Operations, Coaching, Marketing, Data teams to deliver seamless customer experiences and support renewal and expansion opportunities. • Utilize CRM, reporting, and customer success tools to maintain account health visibility, document strategic initiatives, and track renewal readiness. • Drive customer advocacy initiatives by identifying opportunities for learner testimonials, success stories, referrals, and strategic references. • Champion EnGen’s mission by helping organizations successfully upskill multilingual employees and create measurable workforce and social impact outcomes.

• Provide personalized coaching support to learners through phone, text, email, video calls, and live chat • Help learners identify the right content, pathways, and resources aligned with their career and learning goals • Encourage learner persistence, engagement, and course completion through proactive outreach and follow-up • Monitor learner activity and identify learners who may benefit from additional engagement or support • Support learners in navigating career-focused English learning pathways and workforce-aligned content • Guide learners in using EnGen’s platform, features, workshops, and support services • Support enrollment and onboarding processes, including registration assistance and learner activation • Proactively follow up with learners who have not completed enrollment or participation milestones • Respond to learner questions, concerns, and missed calls in a timely and empathetic manner • Accurately document learner interactions and manage assigned tasks in HubSpot and other systems • Support re-enrollment efforts by contacting eligible learners and guiding them through next steps • Participate in weekly team meetings, trainings, and engagement initiatives • Identify learner communication barriers or trends and share insights with the team • Support virtual learner sessions and engagement activities as needed

• Deliver production software across our TypeScript/React frontend and Python/FastAPI backend — whether writing code directly or steering AI tools to generate it • Build responsive web applications for diverse learners across desktop and mobile • Design and implement scalable APIs to support our learning platform • Develop real-time features for interactive lessons, conversation practice, and learner-coach communication • Integrate Large Language Models for content classification, skill assessment, learner feedback, and personalization • Build information extraction systems to analyze learner responses • Implement AI-powered features for conversation practice and multilingual support • Write clean, well-tested code — and apply the same rigor when reviewing AI-generated output • Actively use and refine AI-assisted development workflows to improve your own productivity • Collaborate with product managers, designers, and education specialists • Contribute to A/B testing frameworks and learning experience optimization

• Provide excellent customer service to our clients and learners • Monitor and respond to incoming requests using various back-end operational tools • Provide cross-team support • Report directly to the VP of Education, Engagement, and Operations • Support with onboarding for non-coaching learners and enrollment across various clients • Assist with learner re-enrollment through calling campaigns • Provide over-the-phone support for learners via Aircall • Provide operational support for Customer Success and Channel Partner teams • Identify opportunities for process improvement and increased efficiency within operational workflows • Help implement best practices to streamline internal processes • Collaborate with EnGen team members to boost seat utilization and learner engagement • Attend internal meetings and perform other tasks as assigned