• 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.

JOB DESCRIPTION Contracts Manager Job Summary Milestone Systems, Inc. is a leading global software company specializing in video surveillance management software and video analytics. The company is seeking a detail-oriented and motivated Contracts Manager for its U.S. Headquarters in Lake Oswego, Oregon. The successful candidate should be passionate about technology and thrive in a collaborative environment, working closely with sales, legal, finance, and risk departments to negotiate and finalize complex deals efficiently while ensuring compliance. The Contracts Manager will act as the primary support for contract management in sales and marketing, as well as for vendor contracts. This role serves as the first point of contact for reviewing inbound and outbound contracts and is responsible for developing and maintaining contract management procedures, policies, and internal controls. The Contracts Manager will partner with the Senior Legal Counsel to support Milestone's business units throughout the Americas. We are seeking an individual who is creative, collaborative, and adaptable, capable of growing within the position and providing contracting support across Milestone's North American business units. The Contracts Manager will work out of our US office in beautiful Lake Oswego, OR. Relocation assistance is not offered at this time. This is a hybrid role with 3 days in the office. The position will report to our Director, Regional Business and People Support. Key Responsibilities - Assist in the preparation and review of commercial agreements, including software licenses, Software as a Service (SaaS) agreements, non-disclosure agreements, professional services agreements, marketing agreements, sponsorship agreements, and vendor contracts. - Support the negotiation process by gathering necessary internal information, and lead contract negotiations with customers, resellers, distributors, and vendors. - Maintain, manage, and update contract databases, ensuring all contracts are accurately recorded and filed in the systems. - Assist in reviewing and preparing responses for Requests for Proposals (RFPs), and project manage complex sales opportunities. - Work closely with legal counsel to analyze risk and draft provisions to mitigate risk. - Demonstrate flexibility by participating in meetings during early morning hours to facilitate collaboration with global colleagues. Key Competencies - Clear verbal and written communication skills for a cross-functional audience. - Strong organizational and planning skills, with exacting standards and attention to detail. - Adept at multi-tasking in a dynamic environment. - Excellent communication, negotiation, and project management skills. - Attention to detail and strong analytical skills, with the ability to identify potential risks and problem solve. - Highly organized, able to manage time, prioritize multiple tasks, and meet deadlines. Capable of interacting with both internal and external stakeholders and accomplishing tasks as part of a team. - Proficient in the use of contract/legal management tools such as CLMs, Docusign, Salesforce, and MS Office Suite. Professional Qualifications & Experience - Bachelor's degree in business administration or a related field, plus at least 3 years of experience in contract management, paralegal, business operations, or a related area. - Experience directly negotiating commercial agreements, software terms and conditions, non-disclosure agreements, and vendor agreements. - Strong understanding of contracting law, with the ability to draft, interpret, and negotiate contract documents. - Government contracting and compliance experience, a plus. Why Milestone? Ranked among the 100 Best Companies to Work for in Oregon, Milestone offers excellent benefits and a great culture. Employees here have flexible work environments, opportunities for further education, and the ability to directly affect change in our organization. The annual on-target earnings for this position range from $95,000 to $120,000. Pay is based on the level, location, complexity, responsibility, and job duties of the specific position and is just one component of Milestone's total compensation package. Additionally, we offer an attractive benefits package that includes medical/dental benefits, FSA or HSA, 401k with 6% Safe Harbor employer match, paid parental leave, generous PTO (20 days' vacation, 10 days paid sick time, and 12 company holidays), fully paid Short Term disability policy, fully paid Long Term disability policy, and Life Insurance. If you are selected for an interview, please feel welcome to speak to our Talent Partner about our compensation philosophy. All employees must complete a background check. Employees in fiscal roles are also required to undergo a credit check. All information obtained during these checks is handled confidentially and shared only with authorized personnel. Milestone is committed to creating a diverse and inclusive workplace and is proud to be an equal opportunity employer. Contact and application Are you excited about this opportunity? We encourage you to apply as soon as possible. We will continuously take candidates into the recruitment process, and the position will remain open until a suitable candidate is found. Please apply on our website: www.milestonesys.com We look forward to receiving your application.