• 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.

• Provide technical support for partners via organizational support channels for Action Squared toolsets in alignment with L1 support/success metrics and processes and/or L2 support/success metrics and processes. • Provide first-line back up for L1 and/or Jr coverage gaps. • Lead the technical escalation and bug resolution process for Action Network and/or Action Builder. • Establish Partner Success techniques to maintain partner satisfaction standards and promote positive partner experience. • Maintain up-to-date and working knowledge of toolset features. • Regularly lead documentation updates during toolset deploy cycles. • Share and implement feedback to improve partner resources. • Regularly lead remote, live, and in-person introductory toolset training series for general and public partner audiences. • Lead upskill opportunities for L1 and/or Junior team members for specialization area. • Collaborate across teams to ensure organizational alignment for specialized projects/programs.

About evermore evermore is a technology company that administers Smart Benefits to connect people to products and services they need, when they need them, so they can live healthier lives. We partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation. evermore is reinventing benefits administration so that everyone benefits with more value for each and better outcomes for all. evermore is a Series B stage company, backed by leading investors including General Catalyst, Define Ventures, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. The Job at a Glance The Senior Customer Success Coordinator is responsible for t he day-to-day management of a ticketing process designed to meet both customer and beneficiary needs and complaints , as well as the primary point-of-contact for potential complaints / grievances . You will conduct and/or participate in investigations, with the primary responsibility for communicating outcomes and remediation strategies to both customers and beneficiaries . You will work closely with others on the Customer Success team to streamline processes and empower customers to use our product in the most o ptimal w ay(s) . You will serve as a key strategic partner to Account Management, Customer Care, and Member Experience, among other cross-functional teams, in r eporting out issues that may affect customer and beneficiary satisfaction. This position will report directly to the Director of Customer Success. What You Will Do Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same . Typical responsibilities of the role include: Customer Success Process & Ticketing Ticketing & Reporting: Day-to-day management of the ticketing queue(s), including independent investigation of issues and escalation for further investigation. Beneficiary Outreach: Serves as the face of Customer Success to beneficiaries through direct outreach to resolve escalations and grievances when needed. Customer Experience : Utilize ticketing insights to anticipate and problem solve customer pain points & risks. Customer Success Vendor Management & Oversight Manage relationships and expectations with evermore Customer Success Team vendor partners Process/Input Potential Complaints / Grievances Surface potential complaints to our customers by investigating issues and responding to further inquiry About You While every candidate brings a unique resume and prospective, an ideal candidate will include: A minimum of 5 years of experience in a Case Management, Customer Success, Operations, or Customer Service function. Experience in a health tech or healthcare-related field is a plus. Demonstrated experience with conducting transparent investigations and implementing plans for remediation. Experience working in cross-functional teams. Super organization skills with a demonstrated ability to manage & prioritize escalation queues based on urgency and severity. Self-starter mentality that is results-oriented, embraces ambiguity, and thrives in a fast-paced environment. Ability to communicate directly and honestly with beneficiaries, understanding that difficult conversations may occur wherein others disagree with outcomes. Strong and concise verbal & written communication skills capable of breaking down complex topics to drive decision-making and customer buy-in. Both professionalism and determination – you build trust internally with teams by listening and communicating effectively. Willingness to occasionally travel for customer meetings, team offsites, company events, or other business needs. Flexibility to work within a remote-first, distributed workforce. Candidates should be comfortable with a distributed remote team and equipped with reliable internet access and basic home office equipment. evermore will provide a work laptop, with a mouse and keyboard available upon request. Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future. All offers for employment are contingent upon successful completion of a background check. Other Requirements Competitive base salary ranging from $ 96,000 to $108,000, discretionary bonus, and equity. Benefits Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 100% Employer Paid Short-Term & Long-Term Disability 100% Employer Paid Basic Life Insurance Policy Employee Assistance Program (EAP) 401(k) Program Unlimited PTO Paid holidays Parental Leave Flexible work schedule within core hours Work anywhere in the USA as we are a fully distributed team from coast to coast evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via Careers@sodahealth.com. evermore participates in E-Verify, the federal program for electronic verification of employment eligibility.