• Serve as the primary point of contact for 10–50 small-market accounts, managing a portfolio totaling $1M–$2M in annual revenue. • Provide strategic support to Senior CSMs across key strategic accounts to drive retention and growth. • Drive long-term customer success, retention, and growth. • Develop strong relationships with stakeholders and decision-makers across your accounts. • Forecast exam volume and other usage metrics on a 12-month rolling basis. • Partner with Product for product and feature roll out- gain beta and pilot partners and assist with client adoption • Conduct ongoing client education, including presentations, usage insights (e.g., PowerBI), and best practices. • Collaborate with the Customer Education and Product teams to ensure client enablement and satisfaction. • Proactively address client challenges and opportunities with a solution-oriented mindset. • Promote engagement tools, feedback loops, and satisfaction surveys. • Partner with the Director of Customer Success on client initiatives and special projects. • Act as a point of contact for team members in the absence of a manager. • Assist in internal knowledge sharing and informal mentorship for Customer Success Associates I.

• As a member of the ShipBob Team, you will... • Grow with an Ownership Mindset by championing continuous learning and proactive innovation. • Collaborate with Peers and Leaders alike, ensuring high standards and transparency across the board. • Experience a High-Performance Culture and Clear Purpose, where success is measured in tangible ways. • Be a strategic partner with the merchant, enabling their growth. • Serve as an escalation point for Merchants and collaborate with the ShipBob team to meet success criteria. • Build solid relationships through regular proactive health checks and correspondence. • Manage a book of approximately 30 merchants (International markets) or work in tandem with a Merchant Success Manager on a team. • Nail Key Performance Indicators (KPIs) including Revenue Retention, Logo Retention, and Churn.

• Work as an SAP CRM 7.0 Functional Consultant supporting ongoing projects and enhancements. • Lead/participate in requirement gathering, solution design, configuration, testing, and deployment activities in SAP CRM. • Own and drive solutions in the CRM Business Partner and CRM Sales areas, ensuring alignment with business processes and compliance requirements. • Interact closely with business stakeholders to understand pain points, propose best-practice solutions, and prepare functional specifications for any developments or integrations. • Configure and support CRM business processes including opportunity management, order management, activities, and related master data. • Coordinate with technical teams (ABAP/PI/Integration) for developments, interfaces, and issue resolution. • Perform functional testing, system integration testing, and support UAT; handle defect analysis and resolution within agreed SLAs. • Prepare and maintain process documentation, configuration documents, and user training materials. • Provide post go-live support, analyze incidents, and drive continuous improvement in CRM processes. • Provide application support, including incident analysis, root cause identification, and permanent fixes for recurring issues.

Job Description MedCerts is a national online career training school pioneering the way students learn and employers hire. Focused on direct-to-consumer MedCerts – a Stride company – is a national online training provider strengthening the workforce through innovative eLearning solutions. Focused on certifications in high-demand areas of Allied Healthcare and IT, it serves individuals from all backgrounds, including the military and their families, career changers and the under- and unemployed. MedCerts delivers certification and career training through HD-quality video-based instruction, virtual simulations, games and animations, and on-the-job training through Experiential Learning solutions. Since 2009, the company has developed over 50 career programs, trained and up-skilled more than 95,000 individuals across the country and partnered with over 500 American job centers and more than 1,000 healthcare organizations to build talent pipelines. In 2020, MedCerts was acquired by Stride, Inc. Stride has transformed the teaching and learning experience for millions of people by providing innovative, high-quality, tech-enabled education solutions, curriculum, and programs directly to students, schools, the military, and enterprises in primary, secondary, and post-secondary settings. Innovative learning technologies are leveraged, and programs are developed with purpose – utilizing a custom assortment of the “12 Elements of Learning” as defined by the Product Development Team. The Student Success Advisor will be responsible for meeting retention objectives by working directly with active students to provide coaching support to help students complete their program of study. The Student Success Advisor acts as the student’s main contact throughout their program of student and maintains a continuous focus on the student experience from initial enrollment through program completion and certification. GENERAL DESCRIPTION We are looking for someone that wants to work alongside amazing people while helping adult learners reach their goals, making a difference in the lives of thousands each year. MedCerts promotes a culture of accountability, integrity, and collaboration where our team members have an opportunity to develop and grow professionally. GENERAL DUTIES AND RESPONSIBILITIES - Utilize an engagement plan that involves a variety of contact strategies (primarily phone) - Customer service expectations: minimum 1 ½ hours daily talk-time - Act as the student’s personal coach throughout their program of study - Identify, document, and troubleshoot at-risk issues - Ensure new students are oriented to their program and understand the process to completion - Strong program knowledge to serve as an expert when guiding students - Maintain high levels of student satisfaction - Strategic thinking to ensure prompt resolution of issues - Respond to student requests in a timely manner (no longer than 24 hours) - Utilize CRM to track students - Meet or exceed assigned performance metrics - Effectively manages team load of approximately 200-250 active students (fluctuation based on enrollment) REQUIRED QUALIFICATIONS - Minimum of an Associate degree or equivalent combination of education and experience - At least one year of experience in a student focused role - Ability to understand the needs and challenges faced by adult learners - Ability to communicate effectively through multiple channels and across departments in both written and oral forms - Strong interpersonal, problem solving, and customer service skills - Genuine interest and commitment to helping students achieve their goals - Ability to work independently with a sense of urgency - Ability to manage and adapt to working with individuals of various backgrounds - Must be results and goal oriented - Ability to work in an ambiguous environment remaining solution focused SCHEDULING The successful team member will be REQUIRED to work the below schedule with no exceptions to accommodate standard hours of operation from 9am to 8pm EST Monday through Friday and 9am- 1pm Saturday: - 8-hour shift of 9am to 6pm EST (one-hour lunch) or 11am to 8pm EST (west coast residents) - Must work at least one late day per week (11:00am -8:00pm EST) to accommodate students in different time zones - Must work at least one rotating Saturday per month (9:00am – 1:00pm EST), with one half day off the week of pre-scheduled Saturday shift Job Type Regular The above job is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. All employment is “at-will” as governed by the law of the state where the employee works. It is further understood that the “at-will” nature of employment is one aspect of employment that cannot be changed except in writing and signed by an authorized officer. If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you can request the appropriate accommodation by contacting stridecareers@k12.com. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities Stride, Inc. is an equal opportunity employer. Applicants receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status, or any other basis prohibited by federal, state, or local law. Stride, Inc. complies with all legally required affirmative action obligations. Applicants will not be discriminated against because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.