• You will be the key point of contact for technical and operational issues, ensuring partner satisfaction and continuity: • Tier 1/2 Ticket Management and Triage: Serve as the initial point of contact, efficiently managing and triaging incoming support requests (tickets) from partners. You will resolve Tier 1 issues directly and accurately escalate Tier 2 technical or complex operational problems to the appropriate internal team • License and Configuration Management: Handle all partner-related administrative tasks, including processing license adjustments, managing product entitlements, and updating system configurations to ensure partners have the correct access and setup • Product + Operational Issue Resolution: Investigate, diagnose, and resolve a wide range of issues covering both product functionality and operational workflows. This requires cross-functional collaboration to deliver timely and thorough solutions

• Act as the primary point of contact for post-sale customer inquiries and ongoing support. • Confirm product deliveries and resolve any issues in a timely, professional manner. • Maintain high levels of customer satisfaction, trust, and long-term loyalty. • Proactively reconnect with existing clients to encourage repeat purchases and reactivation. • Identify upsell and cross-sell opportunities and present offers using a consultative, non-intrusive approach. • Accurately log customer interactions, feedback, and opportunities in the CRM (HubSpot). • Collaborate closely with sales, logistics, and support teams to ensure smooth after-sale operations. • Share customer insights and feedback to support continuous improvement of retention strategies.

• Provide exceptional customer service regarding travel products and services; including, promptly responding to email and telephone requests for policy adjustments, questions on coverage and technology platforms • Prepare and host Trainings on both product information and technology platforms: create and record trainings for distribution and/or posting on the Advisor Dashboard; edit existing training(s), incorporates feedback gathered from participants/partners to improve training, processes, and products • Keeps up to date on Presentation Technology and trends. Ensure clear communication throughout the conceptualization and implementation of training • Process Partnership Agreements, including opening and closing accounts, address changes, changes in commission structure, etc. • Assist Account Managers to ensure accurate information is housed in Salesforce.com, including but not limited to, existing customer profiles, complete prospect and suspect information, project identifications with timelines and competitive products installed • Adherence to Case Management process, including the input or review of cases reported by account managers/accounts for exception requests/changes to ensure completion and assign to appropriate person for resolution; refer high profile cases through the Case Management process to the Senior Account Administrators for immediate processing • Leadership of the initiative for our Agent Engagement - Social Media • Identify any Operational issues and escalate, including working with QA to resolve issues • Manage the Advisor Compensation program with our Finance Team: research and provide feedback on commission • Perform various Administrative duties for the Sales and Account Management Team • Provide licensing and compliance support

• Guide the implementation, adoption, and ongoing success of Eleos across our Commercial customer segment. • Ensure customers onboard effectively, achieve measurable value, and maintain long-term, successful partnerships. • Blend technical guidance, customer engagement, and proactive success planning to drive quick time to value and sustained outcomes. • Help customers adopt Eleos deeply, understand their workflows and goals, and partner internally to ensure a seamless, high-quality experience throughout the customer lifecycle. • Serve as the primary customer contact for onboarding, value delivery, and ongoing partnership. • Manage the full post-sale lifecycle for your Commercial account portfolio, using a blend of personalized human touchpoints and scalable digital-touch tools to support customer success. • Build strong relationships with day-to-day users and operational leaders. • Monitor usage patterns and customer health to proactively identify risks or opportunities. • Use data and insights to recommend workflow improvements and feature adoption. • Collaborate with the Customer Academy to support customer training and enablement.