• Serve as primary owner and administrator of the Zendesk platform • Configure and maintain workflows, including ticket forms, routing, triggers, automations, SLAs, and business rules • Manage user roles, permissions, groups, and overall platform security governance • Partner with Sales, Operations, and Support leaders to translate business requirements into scalable system solutions • Optimize workflows to improve response times, resolution rates, and agent efficiency • Develop and maintain dashboards, views, and operational reporting to support performance visibility • Collaborate with Business Intelligence teams to ensure accurate data ingestion and reporting integrity • Oversee integrations with CRM, telephony, knowledge base, and related enterprise systems • Evaluate new Zendesk features, apps, and enhancements to support platform evolution • Provide Tier 2/3 support for escalations and coordinate with Zendesk or vendor partners as needed

• Serve as primary owner and administrator of Zoho CRM and related Zoho applications • Manage user roles, permissions, profiles, and overall system security governance • Configure and optimize modules, workflows, automations, blueprints, validation rules, and custom functions • Translate business needs into scalable CRM configurations and process improvements • Maintain and enhance integrations between Zoho and enterprise platforms (telephony, CPQ, BI, support systems, etc.) • Ensure data accuracy and integrity through audits, governance practices, and cleanup initiatives • Build and maintain dashboards, reporting, and performance analytics for leadership visibility • Lead system updates, feature rollouts, testing, and enhancement initiatives • Provide Tier 2/3 support for escalations and coordinate with Zoho Support or vendor partners • Drive adoption through user training, documentation, and best-practice development • Develop and maintain a platform roadmap aligned with organizational growth and scalability goals

• Deliver college access counseling through 1:1 student engagement, with an emphasis on selective college admissions. • Create and execute college access programming, which may include admissions information sessions, group coaching sessions, community building events, and student engagement opportunities through synchronous and asynchronous methods. • Engage with admissions officers to build collaborative relationships to strengthen the college access pipeline and remain current on admissions trends. • Monitor student progress and performance towards goals, recording applicable activities via Salesforce in a timely and accurate manner. • Collect and use data to understand admission trends and develop strategies to support Scholars in their pursuit of highly selective institutions. • Contribute to the planning of Summer Academies, including logistical preparation, curriculum and content curation, and program delivery. • Support cross-departmental and organization-wide events and initiatives, including student recruitment and selection, college success transition programs, development opportunities, and career exploration programming.

• Collaborate with C-Suite leadership, doctors, staff and key external stakeholders to maintain and cultivate relationships. • Develop strategic, comprehensive, provider-specific plans to advance risk adjustment and quality performance, participation and provider satisfaction. • Proactive identification of performance improvement opportunities through analysis and discussion with subject matter experts; influence provider behavior to achieve key performance metrics. • Develop effective improvement plans for practices that are not meeting performance goals. • Improve the rate of active participation among all contracted practices, at the individual provider level. • Contribute to the achievement of 99%+ provider retention year-over-year. • Follow standard protocols and leverage Job Aids, workflows, and other tools to ensure providers’ questions and concerns are addressed in a timely manner. • Contribute to the achievement of 99%+ provider e-signature on Vatica encounters within client specific Lock parameters. • Leverage technology, and best practices, to deliver provider-centric service. • Receive, assess, and research all questions, concerns and complaints received from contracted practices. Work cross functionally to research concerns and complaints and achieve “win-win” results for practices, clients and Vatica. • Immediately seek assistance and guidance from leadership, or other supervisory staff, to resolve escalated and complex provider service issues and complaints. • Fully document all interactions, and communications, with practices in Salesforce (and other tools, as appropriate). • Drive incremental improvements in provider satisfaction scores (measured by NPS or other methods) year-over-year, in accordance with corporate OKRs. • Support interdepartmental projects. • Contributes to, and executes, all responsibilities assigned to this role.