• Partner with our customers to ensure effective onboarding, where you will walk them through our customer lifecycle, agree upon outcomes, and work towards those success criteria • Train clients on how they and their teams will get the most out of our product suite • Set strategies for the customer, put in place objectives and measure success • Collaborate with our professional service and customer support team to deliver a strategic vision • Identify upsell and cross-sell opportunities and partner with sales to help them close opportunities • Run customer success reviews with your clients to ensure value is understood at an executive level

• Ensure customers are getting maximum value from Qwilr • Manage a dedicated portfolio of 150+ accounts • Onboard and train new customers • Proactively engage with customers • Maintain high Gross Revenue Retention (GRR) • Identify expansion opportunities • Respond to customer requests

• Delivers information about and enrolls members in the Behavioral Coaching and Clinical Programs • Conducts post-discharge after care follow up for customers for outpatient levels of care • Outreach customers to advise of appointment availability, in-network provider listings, insurance benefits and community resources • Provide information and general encouragement • Provides exceptional customer service and collaborates effectively with daytime OP BH Licensed Clinicians to ensure proper access and utilization of benefits • Effective management of Outlook bins, TruCare queues, Program Referral Tool and Providerlink • Contributes constructively in team meetings and with matrix partners in a manner to enhance relationships and to improve communication and procedures relevant to team functioning • Performs additional stretch tasks/projects as needed, requested or assigned • Complies with all Evernorth Behavioral Health policies and Standard Operating Procedures • Takes initiative for continued professional development

• Embrace the Comply’s value proposition and how it relates to the strategic goals of our clients; provide support, actionable advice, and useful content to drive impact • Dynamic guidance of the customer lifecycle, with a heavy emphasis on product adoption, to deepen value realization • Analyze and interpret data as it relates to impact and implementation to initiate proactive solutions • Closely monitor and report on key metrics, milestones, and client NPS; analyze trends to monitor client health throughout the client journey • Establish deep knowledge of Comply products and services and how each relates to specific client goals • Proactively inform leadership and account team partners of lifecycle risks & opportunities; when risk surfaces, project manage solutions-focused resolutions • Prioritize outreach efforts to mitigate churn and position for expansion/growth • Partner as a customer advocate by providing product and process feedback to management and/or internal teams as necessary • Partner with Customer Education to produce high-quality, professional resources to support clients goals and value realization • Conduct engaging presentations for client groups, including webinars, office hours, optimization calls, etc. • Participate in team projects that support goals and initiatives of the department • Be an innovative and collaborative thought leader, continuously assessing team support for all clients and determining new strategies or services that will better drive Comply, implementation, usage and value realization.