• Support the team developing partner relationships and growth strategy • Deliver on annual targets and retention/impact objectives • Identify expansion opportunities and improve overall client happiness • Build trust and mutually beneficial, long-term relationships with partners • Focus on satisfying the operational needs of franchise operators and their employees • Work closely with cross-functional teams across InStride and the academic network

• Act as a trusted advisor to client leadership, guiding them on how to transition toward an AI-augmented workforce and drive value with our platform. • Maintain deep proficiency in the platform to effectively translate technical capabilities into high-level business objectives. • Build deep, consultative relationships across complex internal structures, including Digital Banking, Contact Center, IT, Compliance, Lending, and Executive teams. • Drive the long-term health of the partnership by owning key retention and growth metrics. • Champion the voice of the bank and credit union internally.

• Support clients throughout the onboarding and implementation process. • Develop a strong understanding of each client’s goals, structure, timeline, and success criteria. • Learn Otus implementation workflows, including rostering, integrations, 3rd party data, training needs, and adoption planning. • Address a range of client technical and workflow questions, from basic to advanced, collaborating with teammates as needed. • Monitor client health, usage, engagement, and progress toward goals. • Identify potential risks, gaps in adoption, or opportunities to increase client value. • Assist in preparing for Annual Business Reviews, renewal conversations, and strategic client meetings. • Use internal systems to track client health, adoption trends, risks, opportunities, and next steps. • Partner with Client Experience Partners to ensure clients receive timely, thoughtful, and proactive follow-up. • Help connect client goals to relevant Otus workflows, features, services, and resources. • Use client goals, usage data, and relationship insights to identify opportunities for clients to deepen usage, expand workflows, or increase the value they receive from Otus. • Identify potential upsell and expansion opportunities to Client Experience Partners and Sales when aligned to client needs. • Communicate product value clearly and confidently to administrators, teachers, and district leaders. • Develop a consultative approach by understanding each client’s needs, challenges, goals, and current product usage. • Support campaigns, events, webinars, and client touchpoints that drive adoption and engagement. • Help facilitate onsite or remote Otus training sessions, professional development workshops, and webinars. • Collaborate with Client Experience, Support, Community, Marketing, and Product teams to ensure educator perspectives and client needs are reflected in Otus communications and resources. • Develop a deep understanding of the Otus platform and stay informed on the latest product updates and releases. • Deliver exceptional product and technical support with timely follow-through. • Manage client technical cases, address questions, troubleshoot issues, coordinate next steps, and collaborate cross-functionally to resolve client needs. • Track and document client feedback, feature requests, and recurring themes. • Participate in release meetings and share client perspectives with internal teams.

Role Description This role is remote and not required to be in the office, however this position is required that the candidate lives within 50 miles of the Phoenix business unit. The Account Success Representative is responsible for developing strong customer relationships that promote retention and loyalty, particularly at the start of the customer journey with WM. Additionally, this role will work closely with both our sales team and customers to ensure the customer is onboarded successfully. Essential Duties and Responsibilities - Conduct Sales Rep to OBC customer transition meeting to handle onboarding process - Review and verify all customer set up information is accurate - Contact customer prior to delivery to confirm delivery date - Verify in MAS container has been delivered and review routing to confirm service day - Contact customer to confirm receipt of container and review scheduled service day - Follow up with customer after first service to confirm was completed to their satisfaction - Contact customer to review invoice, ensure service levels are correct, review contamination charges etc. - Conduct OBC to account manager customer transition meeting to handle future needs and concerns Qualifications - Bachelor's Degree (accredited), or in lieu of degree - High School Diploma Or GED (accredited) - 4 years of relevant work experience - 2 years Experience in customer service (in addition to education requirement) Physical Requirements - Repetitive Motions - Eye/Hand/Foot Coordination - Sitting - Talking - Hearing - Office: This job primarily operates in a remote work environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc. Benefits - Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability - Stock Purchase Plan - Company match on 401K - Paid Vacation, Holidays, and Personal Days - Benefits may vary by site