• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us. • Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them. • Secure approval from your customers’ decision makers on the CSP’s content and timeline. • Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own. • Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful. • Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management. • Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track. • Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction. • Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

• Assists users with support related issues, including new order entry, researching new tickets, order quotes, updating/canceling orders; refers more complicated issues to appropriate staff using Zendesk, email, group email, and phone • Handles support ticket inquiries from clients and vendors on a variety of operational topics and questions • Communicate regularly with other members of the support team to discuss recurring problems and to share solutions and best practices • Performs other related duties as assigned • Answer incoming client calls and appropriately resolve or escalate

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As the Manager of Engagement Management, you’ll lead a high-performing team focused on delivering a best-in-class customer experience. You’ll own the strategy and execution behind how we build trust with key post-sales accounts, ensuring Engagement Managers are equipped to bring expertise, technical solutions, and operational excellence to every customer interaction. The Engagement Management team serves as the primary liaison between our organization and our clients, partnering closely with Operations, Implementation, Product, and Account Management to ensure alignment, transparency, and strong outcomes across the customer lifecycle. You will play a critical role in evolving our client engagement strategy by establishing data-driven milestones and a structured approach to account oversight, enabling us to consistently measure efficiency, value delivery, and long-term customer success. This role reports to Medallion’s Head of Engagement Management and base compensation may land between $115,000 - $145,000 depending on qualifications and experience. In addition to base salary, Medallion offers competitive equity and benefits as part of the total compensation package. Many factors are considered when determining pay including: market data, geographic location, skills, qualifications, experience, and level. Qualifications - 6+ years of experience in Customer Success, Engagement Management, or consulting, ideally supporting complex healthcare customers - 3+ years in a leadership role, managing customer facing teams - Experience owning healthcare customer relationships in a SaaS startup environment - Proven ability driving customer engagement initiatives using data, product knowledge, and industry expertise - Demonstrated success identifying solutions, improving existing client strategies, and driving change in complex, fast-moving environments - Strong project management skills, with the ability to manage multiple priorities and drive alignment across executive stakeholders - Ability to influence and build credibility and trust across the organization and with customers Requirements - Lead, coach, and develop a team of Engagement Managers responsible for managing strategic post-sales customer relationships - Provide guidance on engagement strategies, project execution, and technical solutioning - Set clear goals and performance expectations, fostering accountability, and continuous development - Prioritize team resources effectively across a dynamic and growing portfolio of enterprise customers - Drive consistency in project coordination, resource planning, and milestone tracking across the team - Oversee customer relationship management across the team, ensuring consistent delivery of a high-quality, trusted experience - Act as an escalation point for complex customer needs and challenges, partnering cross-functionally to resolve issues - Support the team in delivering strategic insights and value to customers aligned with their business goals - Track and report on key metrics related to customer satisfaction, retention, and engagement team performance - Lead initiatives that increase value delivery and strengthen long-term partnerships - Analyze workflows and identify inefficiencies to enhance operational effectiveness - Implement best practices and process improvements to drive better outcomes for clients - Continuously seek opportunities to streamline operations and maximize customer value Benefits - Competitive equity and benefits as part of the total compensation package

• Serve as the primary point of contact for customer inquiries and support requests. • Assist in onboarding new customers and providing product demonstrations. • Address customer concerns, resolve issues, and provide timely solutions. • Proactively engage with customers to ensure their success and satisfaction. • Collaborate with cross-functional teams to ensure smooth customer experiences. • Monitor customer usage and identify opportunities for product adoption and expansion. • Maintain accurate and up-to-date customer records and interactions in CRM software. • Collect and analyse customer feedback to drive product improvements. • Contribute to the development of customer support resources and knowledge base.