• Architect strategic alliances with key hardware partners • Navigate complex organizational structures within partner companies • Translate high-level cloud infrastructure trends into actionable partnership strategies • Lead cross-functional workstreams between internal product teams and external partners • Drive the execution of partnership milestones • Collaborate with senior leadership on industry trends • Mentor peers and internal teams on partnership best practices

Role Description We are looking for like-minded people to join our organization and contribute with their ideas, skills and expertise in exchange for a good payment. Qualifications - Talented Junior - Solid professional knowledge on the theoretical level - Open mind to listen and learn (from Seniors and other sources) - Robust confidence level but far away from being arrogant (Learn-it-all mindset instead of I-Know-it-all) - Taking responsibility for every task you do (and seek proactively help if a task is too hard or complex) - Working every day to reach the skill-level of a senior ASAP - Seek and recognise opportunities for self-growth, team-growth and take action - Experienced Senior - Real domain expert down to the roots: State of the art knowledge and real experience in almost all aspects your professional area - Open mind to listen and learn but also to give back knowledge to the organization - Taking responsibility of entire product/projects/initiatives - Able to create a strategy or parts of it - Scalable mindset and knowledge how to design/build scalable solutions/processes - Knowing the difference between real knowledge/understanding and Dunning-Kruger - Awareness about the difference between knowledge/skills and real experience Requirements - Guide clients in leveraging WhatsApp as a strategic performance channel and integrating it into their growth strategy. - Build and maintain strong, trust-based relationships, serving as the voice of the client within our organization. - Lead clients toward achieving measurable success on WhatsApp. - Analyze client performance data to develop tailored success strategies for different industries, verticals, and use cases. - Transform client use cases into actionable growth strategies, driving measurable results through WhatsApp. Benefits - Here’s an opportunity to shape a whole new industry in Business Messaging. - You’ll be joining a team of experienced entrepreneurs who run a bootstrapped and profitable global company. - Join a dynamic, innovative team where you'll collaborate with some of the brightest minds in tech. - Enjoy daily opportunities to learn, grow, and push the boundaries of what's possible. - Work from anywhere in the world with full remote flexibility. - Receive a competitive remuneration package that reflects your skills, experience and achievements. - This is a contract-based position. - We are a fully remote company and welcome applicants from anywhere in the world. Budget - The budget range for this role in Junior position is 3.000,00 EUR/Month – 5.000,00 EUR/Month, depending on the candidate’s level of experience and fit with the position requirements. - The budget range for this role in Senior position is 6.000,00 EUR/Month – 8.000,00 EUR/Month, depending on the candidate’s level of experience and fit with the position requirements. Background Check Notice By submitting your application, you acknowledge and agree that 360Dialog may conduct a background check as part of the recruitment and selection process. This may include verification of your professional experience, educational background, and other relevant information necessary to assess your suitability for the role.

At Citizens, our mission is to help clients, colleagues and communities reach their potential. We do this through our distinguished client centric culture, having a mindset of continuous improvement and always enhancing our excellent capabilities. Citizens stands and grows with its clients. Within Citizens Consumer Banking, Citizens Private Client provides personalized, world class financial planning and advice to help clients achieve their financial goals. We do this through creating a culture of continuous coaching, professional development and ongoing practice management support. As a Private Client Market Leader (PCML), you will lead, coach, and develop a team of licensed Private Client Relationship Managers (PCRM) across a specified geography. Your team of PCRMs are responsible for acquiring, deepening, and retaining our affluent, high-net worth, and ultra-high-net worth clients by thinking long term, always doing the next right thing and collaborating with other colleagues. You will motivate your team through behavioral change management, coach your team on consistent execution of our defined client engagement process and lead your team on day-to-day execution of activities leading to sales results. Your impact will help our clients save and grow their assets in a tax efficient way, manage debt effectively, secure their income to live the lifestyle they dream of, protect their family for life’s ‘what ifs’ and prepare them to leave a legacy. In addition to leading your team, you will partner cross functionally with Citizens Wealth, Consumer, and Private Client teams to influence the Private Client strategy across Citizens, including but not limited to topics such as growth, profitability, multiyear planning, technology, and competitive dynamics. You will keep up to date with industry trends, develop recommendations to drive the future success of Citizens Private Client and our competitive advantage. Primary responsibilities include - Lead and motivate a team of 30+/ licensed Private Client Relationship Managers (PCRMs) across a specified, broad geography, both in person and remotely. - Inspire team to achieve business results and customer experience goals by connecting strategy to day-to-day activities and results. - Proactively engage and influence the team through regular, value add communications – virtual and in person, and in 1:1, small group, and full team meetings. - Role model, coach and influence PCRMs to consistently engage clients utilizing the Citizens Consultative Client Engagement Process, leading with financial planning of the time and delivering a best in class client experience. - Identify high potentials and create a winning team. Raise the bar with every talent decision. - Proactively build a network of bench strength, recruit, select, and onboard top talent PCRMs. - Inspect PC RM productivity and implement effective performance management routines to take ownership of financial performance-to-goal/business results/metrics. - Leverage reporting and sales tools to proactively identify and coach team to successfully convert sales opportunities. - Participate in and drive the development of goals and strategies for team to achieve goals. - Emulate the Dedicated Advisory Team model by working closely with respective DSMs/RSMs and CFP Team. - Build internal relationships across various lines of business (Retail, Mortgage, Business Banking, Commercial, etc.) to grow the Private Client business and facilitate integrated business development opportunities and solutions for clients. - Serve as subject matter expert for team and demonstrate technical expertise in sophisticated/complex banking and lending strategies. - Conduct supervisory duties as determined by the Business. - Serve as an escalation point for risk management topics and coordinate problem solving. - In collaboration with key stakeholders, support the Head of Private Banking Relationship Management to continue to build out and develop the Private Client Segment. - Keep up to date with industry trends. - Develop recommendations to drive the future success of Citizens and our competitive advantage. Qualifications, Education, Certifications and/or Other Professional Credentials - Minimum of 10 years in leadership capacity, preferably in Wealth Management. - Knowledge of banking and wealth management products and services; ability to apply this knowledge to client needs and objectives. - Proven track record of Recruiting, Leading, Motivating and Coaching a team of Registered Reps/Licensed Relationship Managers or Licensed Bankers - FINRA licenses required: Series 7, 24 (or 9 and 10), 65/63 or 66. State insurance license required. Hours & Work Schedule - Hours per Week: 40 - Work Schedule: M-F; some travel required Pay Transparency The salary range for this position is $162,000 - $200,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including but not limited to the work location, and relevant skills and experience. We offer competitive pay, comprehensive medical, dental and vision coverage, retirement benefits, maternity/paternity leave, flexible work arrangements, education reimbursement, wellness programs and more. Note, Citizens’ paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits. About Us Equal Employment Opportunity Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability. Equal Employment and Opportunity Employer Job Applicant Data Privacy Policy Background Check Any offer of employment is conditioned upon the candidate successfully passing a background check, which may include initial credit, motor vehicle record, public record, prior employment verification, and criminal background checks. Results of the background check are individually reviewed based upon legal requirements imposed by our regulators and with consideration of the nature and gravity of the background history and the job offered. Any offer of employment will include further information.

Our healthcare system is the leading cause of personal bankruptcy in the U.S. Every year, over 50 million Americans suffer adverse financial consequences as a result of seeking care, from lower credit scores to garnished wages. The challenge is only getting worse, as high deductible health plans are the fastest growing plan design in the U.S. Cedar’s mission is to leverage data science, smart product design and personalization to make healthcare more affordable and accessible. Today, healthcare providers still engage with its consumers in a “one-size-fits-all” approach; and Cedar is excited to leverage consumer best practices to deliver a superior experience. Role summaryThe Client Services Manager (CSM) owns the end‑to‑end servicing relationship for a portfolio of healthcare provider clients. They are the primary operational point of contact, accountable for contact center performance, vendor oversight, escalations, and client satisfaction within the contracted scope of work. This role works cross‑functionally with Escalation Specialists, QA/Training, Workforce Management, Product, Integrations, and vendor leadership to ensure we meet or exceed SLAs while delivering a consistently high‑quality patient experience. Key responsibilitiesClient ownership & relationship management - Serve as the primary servicing contact for assigned clients, representing Cedar’s Servicing organization in day‑to‑day operations and formal reviews. - Translate the statement of work (SOW) and client goals into clear servicing plans, operating rhythms, and success metrics. - Run recurring client meetings (e.g., Weekly/Monthly/Quarterly reviews) to share performance, risks, and action plans; document decisions and follow‑ups. - Proactively surface risks, constraints, and trade‑offs to clients and Cedar leadership, maintaining transparency and trust. Performance management & reporting - Own SLA performance for assigned clients across key metrics such as ASA, abandon rate, AHT, QA, CSAT, queue volumes, and turnaround times (including workqueues for back‑office tasks). - Partner with Workforce Management and vendor leaders to align staffing, forecasting, and scheduling with client demand and contractual requirements. - Prepare and deliver monthly engagement reports, including KPI dashboards, narrative insights, and recommendations for improvement. - Identify performance trends and root causes; initiate corrective actions and track impact over time. Escalation & case management - Act as the final servicing owner for high‑priority or complex Salesforce cases (e.g., P0/P1, legal/compliance concerns, VIP patients, systemic issues). - Partner with Escalation Specialists to ensure timely handling of the Salesforce Servicing and Escalation queues, including stale or long‑open cases >24 hours. - Provide clear guidance on routing out‑of‑scope items (e.g., Product, Legal, Integrations, client operations) and stay engaged as collaborator where client follow‑up is required. - Communicate status and resolution of critical issues in client Slack channels and email, ensuring stakeholder visibility and alignment on next steps. Vendor oversight & improvement - Oversee performance of external vendors (e.g., Sutherland, Access Healthcare) supporting assigned clients, including adherence to SLAs, QA targets, staffing, and reporting timelines. - Lead creation and execution of Vendor Performance Improvement Plans (PIPs) when SLAs or quality metrics are not met, clearly defining expectations, milestones, and consequences. - Facilitate calibration sessions with vendor QA and leadership to align on quality standards, coaching themes, and process changes. - Partner with vendor leaders on training, access, and tooling needs (e.g., EMR access, knowledge gaps, new workflows) and ensure Cedar teams have the information needed to support oversight. Cross‑functional collaboration - Collaborate with QA/Training to review quality trends, refine procedures, and prioritize refreshers or nesting support for underperforming areas. - Work with Product and Integrations teams to triage systemic issues (e.g., balance mismatches, data integrity, EMR/OP discrepancies), ensuring patient and client impact is understood and addressed. - Coordinate with Client Managers / Delivery, sharing operational insights that inform roadmap, scope changes, and renewal risk. - Partner with Workforce Management to recommend structural changes (e.g., new queues, routing rules, staffing model adjustments) that improve efficiency and service outcomes. - Drive visibility by broadcasting frequent status updates and context through written, sync, and async channels so internal and external stakeholders stay aligned. Risk, compliance & process governance - Identify and escalate contractual, regulatory, or reputational risks, particularly those related to billing accuracy, patient complaint trends, or vendor underperformance. - Practice early escalation of blockers and issues, applying sound judgment to distinguish between problems you can own and those that require leadership or cross‑functional intervention. - Ensure client‑specific procedures, SOPs, and case management rules are documented, up‑to‑date, and accessible to front‑line and back‑office teams. - Champion consistent use of standard flows for case categorization, prioritization, and resolution in Salesforce, enabling accurate reporting and auditability. - Foster a “no surprises” culture by sharing critical updates instantly—especially when things go wrong—so teams can swarm issues and course‑correct quickly. - Contribute to continuous improvement of Servicing playbooks, templates, and communication patterns (e.g., escalation email templates, reporting summaries, vendor PIP formats). QualificationsRequired - 4+ years of experience in client services, account management, operations, or contact center leadership, ideally in healthcare, revenue cycle, or a related highly regulated environment. - Experience owning client relationships with measurable outcomes (SLAs, NPS/CSAT, renewal/expansion, or cost targets). - Demonstrated success in vendor or BPO management, including holding partners accountable to performance targets and leading structured improvement plans. - Hands‑on experience with a CRM / case management platform (Salesforce or similar) and comfort working with operational reports and dashboards. - Strong analytical skills; able to interpret data, identify trends, and translate insights into clear actions and narratives for clients and internal teams. - Demonstrates a relentless bias for proactive communication across channels (Slack, email, Salesforce, Jira, etc.); practices a “bad news spoils fast” mindset by escalating blockers immediately and communicating risks early so stakeholders can course‑correct. - Excellent written and verbal communication skills; adept at framing complex operational issues for both technical and non‑technical stakeholders. Preferred - Background in healthcare revenue cycle, patient financial services, or call center operations supporting hospitals, physician groups, or health systems. - Familiarity with EMR/EHR platforms such as Epic, Meditech, Athena, or similar, and how they intersect with billing and single‑billing office workflows. - Prior experience working with or inside a vendor‑based contact center model (e.g., Sutherland, Access Healthcare). - Experience collaborating with Product, Engineering, or Integrations teams on client‑facing platform issues. Key competencies - Client advocacy & executive presence – can confidently represent Cedar’s servicing organization with senior client stakeholders while balancing client asks against operational realities. - Operational rigor – comfortable owning queues, SLAs, and action logs; follows through and holds others accountable. - Structured problem solving – breaks complex issues (e.g., systemic escalations, vendor underperformance) into clear hypotheses, actions, and owners. - Change leadership – helps teams adopt new processes, tools, and expectations; anticipates change‑management needs for both internal and vendor staff. - Collaboration & influence – works effectively across functions (Servicing, QA, Product, Integrations, Client Management, Vendors) without direct authority. - Proactive stakeholder management – maintains a high velocity of status updates across diverse communication channels to ensure alignment; does not wait to be asked for updates. - No‑surprises mindset – believes that bad news spoils fast and surfaces risks and setbacks as soon as they are known rather than waiting for perfection. Success measures - SLA performance across assigned clients (ASA, abandon rate, QA scores, CSAT, AHT, turnaround times). - Escalation metrics (volume, age, time‑to‑first‑response, time‑to‑resolution, recurrence rate). - Vendor performance against agreed scorecards and improvement plans. - Client satisfaction and retention, including qualitative feedback from client stakeholders. - Quality and timeliness of operational reporting and communications to both clients and internal leadership. Compensation Range and Benefits - Salary* in CA, NY, NJ, CT, WA: $74,800-$88,000 - Salary* NOT in CA, NY, NJ, CT, WA: $67,300-$79,200 - This role is equity eligible - This role offers a competitive benefits and wellness package *Subject to location, experience, and education #LI-REMOTE What do we offer to the ideal candidate? - A chance to improve the U.S. healthcare system at a high-growth company! Our leading healthcare financial platform is scaling rapidly, helping millions of patients per year - Unless stated otherwise, most roles have flexibility to work from home or in the office, depending on what works best for you - For exempt employees: Unlimited PTO for vacation, sick and mental health days–we encourage everyone to take at least 20 days of vacation per year to ensure dedicated time to spend with loved ones, explore, rest and recharge - 16 weeks paid parental leave with health benefits for all parents, plus flexible re-entry schedules for returning to work - Diversity initiatives that encourage Cedarians to bring their whole selves to work, including three employee resource groups: be@cedar (for BIPOC-identifying Cedarians and their allies), Pridecones (for LGBTQIA+ Cedarians and their allies) and Cedar Women+ (for female-identifying Cedarians) - Competitive pay, equity (for qualifying roles), and health benefits, including fertility & adoption assistance, that start on the first of the month following your start date (or on your start date if your start date coincides with the first of the month) - Cedar matches 100% of your 401(k) contributions, up to 3% of your annual compensation - Access to hands-on mentorship, employee and management coaching, and a team discretionary budget for learning and development resources to help you grow both professionally and personally About us Cedar was co-founded by Florian Otto and Arel Lidow in 2016 after a negative medical billing experience inspired them to help improve our healthcare system. With a commitment to solving billing and patient experience issues, Cedar has become a leading healthcare technology company fueled by remarkable growth. "Over the past several years, we've raised more than $350 million in funding & have the active support of Thrive and Andreessen Horowitz (a16z). As of November 2024, Cedar is engaging with 26 million patients annually and is on target to process $3.5 billion in patient payments annually. Cedar partners with more than 55 leading healthcare providers and payers including Highmark Inc., Allegheny Health Network, Novant Health, Allina Health and Providence.