• Manage the entire onboarding process for new clients, ensuring they are set up for success and trained effectively on Implicity’s remote monitoring platform. • Foster and maintain strong relationships with clients, providing ongoing support and guidance to help them scale their remote patient monitoring programs. • Address customer inquiries, troubleshoot technical issues, and coordinate with internal teams to ensure timely resolution. • Work closely with the sales team pre- and post-sale to align on customer needs and ensure a seamless transition from sales to customer success. • Monitor key customer success metrics, including Net Promoter Score (NPS) and customer adoption trends, with a focus on maintaining high levels of customer satisfaction and reducing churn. • Develop and implement best practices, playbooks, and standardized procedures for onboarding and customer engagement. • Serve as the primary liaison between customers and Implicity’s internal teams, keeping customers informed about platform updates, new features, and best practices. • Lead and manage customer-specific projects, such as EHR integrations and workflow optimizations, to enhance the overall customer experience. • Travel to medical centers across North America as needed (approximately 20%).

• Lead structured onboarding and training for new clients, ensuring they understand the platform setup, core workflows, and data integrations. • Conduct ongoing training for existing clients when new features are launched or when adoption gaps are identified. • Run weekly or bi-weekly cadenced meetings with large account stakeholders, proactively identifying issues and expansion opportunities. • Translate customer feedback into actionable product requirements and communicate them effectively to the product and engineering teams. • Create and maintain self-service documentation, FAQs, and training resources to support client autonomy and reduce support tickets.

Role Description Step into a trusted legacy of service. Since 1951, we have proudly supported working-class families by providing life, accident, and supplemental health products to members of labor unions, credit unions, associations, and their families. We are expanding our remote team and seeking motivated, relationship-driven professionals who enjoy helping others and building long-term client relationships—meeting clients where they are most comfortable through Zoom-based virtual appointments. Qualifications - Clear, professional communication in virtual environments - Basic computer proficiency for remote work and Zoom meetings - A strong work ethic and commitment to client-focused service - A positive, outgoing, and engaging attitude - Strong time management skills and the ability to work independently - Prior leadership or management experience (preferred, not required) Requirements - 100% remote work — work from home - Weekly pay based on a structured schedule designed for success - Performance-based bonuses and structured contracts - Health insurance reimbursement - Company-provided life insurance - Flexible, personalized scheduling - Retirement plan options - Renewals, rewarding long-term performance and commitment Benefits - All interviews are conducted via Zoom video conferencing, ensuring a safe and convenient experience for all applicants. Company Description - Proud parent company: Globe Life - Recognized as an essential business, achieving over 20% growth last year, even during the pandemic - Serving clients across the United States and Canada

Role Description We’re looking for a Customer Success Manager with strong MSP and IT service delivery experience to support our growing portfolio of Biotech and Pharmaceutical life sciences clients. The Customer Success Manager serves as the primary client-facing lead to coordinate and verify the highest level of delivery of services. They collaborate with departments to ensure the quality delivery of services spanning service desk, infrastructure, depot/hardware services, and networking support. The Customer Success Manager may project manage select projects related to support and enhancement of these services. It is expected that they will keep up with advancements in the field and promote technological innovation with clients and peers. Responsibilities - Lead a virtual service delivery team and develop a strong partnership with assigned clients as the main point of contact. - Execute strong communication skills and client service skills to effectively lead client status meetings, presentations, and address any escalations or challenges. - Ability to multi-task across clients, services, internal teams, build productive partnerships, and lead troubleshooting sessions across technical resources and drive innovative solutions. - Continually work to drive account improvements, and have a positive, customer-centric attitude. - Lead proactive strategy with key stakeholders to improve service and client and internal team partnerships. - Work with customers to ensure they are leveraging services and products effectively and finding value in our services. - Become an expert in Slipstream IT offerings and educate customers on the use and benefits of our products - especially with IT support across the service desk, depot, and managed infrastructure services. - Work closely with sales, support, billing, and technical teams to ensure an exceptional customer experience and take care of any customer issues. - Be a customer advocate while capturing customer feedback and reporting requests to product management and development. - Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. - Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. - Maintain a revenue base by managing account retention and renewal. - Drive upgrade revenue through increased product adoption and increased usage. - Ability to manage, develop, and mentor other customer success managers on the team. Qualifications - 5+ years in Customer Success, Service Delivery, or Technical Account Management within an MSP. - Experience supporting Biotech, Pharma, or life sciences organizations. - A bachelor's degree in a business field or equivalent experience. - Extensive experience in technical management of listed services. - Strong detailed technical knowledge in service desk, and infrastructure, networking systems. Prefer hands-on experience in one or more of the listed services. - Outstanding communication skills, both written and verbal. - Outstanding relationship building skills with a wide range of individuals. - Strong presentation skills, both in person and virtually. - Extensive experience with ServiceNow or other ticketing systems. - Ability to thrive in a fast-paced environment. - Strong collaboration skills and ability to coach team members. Requirements - Typical schedule will be Monday to Friday, 8:00 AM to 5:00 PM EST. - Remote with occasional travel to client site. - Must be flexible to accommodate departmental needs and client/staff time zones. - At times, overtime may be needed to accomplish deliverables which could include evenings or weekend hours. - For all remote meetings, there is an expectation of being on-camera for all meetings with appropriate business attire and standard Slipstream virtual background. Benefits - 401k match - Comprehensive group health, dental, vision benefits - Life insurance/LTD - Discretionary PTO