• As part of Swaarm’s Customer Success team, you will be the first point of contact for our clients. • Accountable for maintaining a positive relationship with clients by monitoring, moderating, and contributing to conversations with clients across all channels • Understanding the Swaarm platform end to end • Accountable for identifying client issues by collecting and relaying filtered out client feedback and insights to internal teams • Accountable for communicating product changes, updates, features, etc. to the clients via available channels • Accountable for quality and timeliness of all client-related issues, tickets, and tasks to make the customers' experience consistent and seamless • Accountable for the quality, timely creation, and maintenance of Swaarm's knowledge base • Accountable for quality and timely onboarding of clients to the Swaarm platform ensuring a fully engaged, positive, and valuable experience • Accountable for collaborating with the product team on new features based on client feedback

• Lead and oversee the account management team to ensure KPI alignment and delivery • Monitor performance across accounts and proactively address risks or gaps • Manage and optimize processes tied to client retention and satisfaction • Ensure consistent communication standards across all client interactions • Oversee accounts with monthly recurring revenue ranging from $3,000 to $6,000 • Manage total MRR portfolios between $20,000 and $100,000 per individual • Collaborate closely with leadership to align client strategy with business goals • Support team development, coaching, and performance improvement

• Supporting client communication and follow-ups using guided systems • Coordinating information, scheduling, and digital administration • Working within clear, step-by-step operational processes • Participating in ongoing learning and professional development

• Deliver client service for daily record-keeping, administration and servicing of assigned his/her book of business to promote revenue growth, productivity and exceptional levels of customer satisfaction. • Work with major accounts and high-profile clients using your discretion to determine how specific situations should be addressed to ensure client expectations are appropriately met. • Ensure plans are administered in compliance with plan provisions, current pension laws and regulations. • Ensure that all services are delivered within EPIC RPS' documented service standards through timely communication with Clients, Plan Sponsors and Advisors. • Discuss the compliance testing process, testing results and all required government filings; including consulting with clients/advisors on plan design options to meet the desired retirement plan benefit outcomes. • Be a resource for other team members on complex research items. • Assist Team Leads in the development of processes and implementation of best practices to ensure compliance to EPIC RPS standards of service. • Demonstrate knowledge of available EPIC RPS custody solutions and trading methods. Be able to train these to Client Service Specialists and other EPIC RPS team members as needed. • Effectively communicate with all operational teams to ensure that recordkeeping items are maintained for all assigned plans. • Monitor and manage client requests, and internal reports for required task completion. • Perform other duties as assigned.