• Serve as an SME for assigned SaaS products, taking ownership of escalated cases and resolving them through advanced troubleshooting and root cause analysis. • Mentor junior team members, providing guidance and support on advanced product knowledge and customer support techniques. • Lead cross-functional initiatives that improve product support workflows, collaborating with product management, engineering, and marketing teams to enhance efficiency and customer satisfaction. • Proactively engage with customers, using historical data to anticipate issues and prevent future escalations. • Work closely with R&D to address recurring product issues by contributing insights that help shape the product roadmap. • Leverage creativity and analytical skills to propose solutions, enhancing both the product and internal support processes. • Ensure the quality and accuracy of knowledge base articles, acting as a knowledge approver and authoring new content as needed. • Analyze customer data to identify trends in product usage, proposing process improvements and enhancements based on recurring issues. • Develop a comprehensive understanding of how different products within the suite integrate, providing solutions that optimize the overall product ecosystem. • Prepare to support international customers by developing knowledge of region-specific product requirements (e.g., Canada).

• Apply advanced expertise in MCG content and software solutions, providing insights to optimize the impact and value of MCG solutions • Collaborate with customers to align their goals with clinical strategy and recommend tailored MCG solutions that demonstrate measurable outcomes • Collaborate with customer executives and key stakeholders to contribute to strategic discussions and support high-impact decisions • Assess workflows for complex customers (including multi-solution and at-risk clients) and provide strategic recommendations to optimize MCG solution adoption and performance • Apply clinical insight to assess business and clinical workflow challenges and provide best practice recommendations • Partner with Account Management to assess client risk, lead implementation activities, and offer clinical expertise throughout the process • Partner with customers throughout implementation phases to guide adoption, refine workflows, and proactively resolve integration challenges • Lead change management initiatives that promote successful adoption and long-term engagement with MCG solutions • Collaborate with internal stakeholders to communicate project milestones, escalate customer issues, and align on priorities • Develop, monitor, and report on engagement metrics using dashboards and analytics to evaluate solution effectiveness • Provide timely and actionable feedback to internal teams on enhancement opportunities and adoption challenges • Identify common re-licensure challenges and collaborate with internal teams to escalate trends and recommend process improvements. • Mentor Clinical Support Specialists and actively support onboarding efforts for new team members • Share insight and clarify the CSS role for internal teams to support effective cross-functional collaboration • Represent the Care Strategies team in cross-functional initiatives and external collaborative projects • Consistently apply MCG Core Competencies with proficiency in both customer-facing and internal collaboration • Apply principles from the Customer Success Toolkit to strengthen communication, resolve team challenges, and model collaborative behaviors in client and internal settings • Apply advanced proficiency with Salesforce, Gainsight, and Microsoft Office to manage workflows and provide client insights

• Own the post-sale commercial and customer success strategy for Mark43’s customers across the Eastern United States • Manage two critical functions: Account Management and Customer Experience • Drive renewals, expansions, and long-term account growth while developing strategic relationships • Ensure customers achieve operational success on the Mark43 platform • Lead, coach, and scale a high-performing team of Account Managers and Customer Experience Managers • Build executive-level relationships with key customers • Collaborate with Sales, Product, Support, and Professional Services teams • Engage regularly with strategic and high-impact customer accounts • Navigate complex stakeholder environments typical of public sector organizations • Ensure timely and effective resolution of customer issues related to RMS and CAD.

• Independently manage and prioritize customer support requests via phone and email • Communicate with District Administrators and Application Partners • Utilize analytical and problem-solving skills • Collaborate and support the team by sharing ideas and knowledge