• Own the post-sale handoff from Sales through seller launch; ensure sellers are onboarded, trained, operationally ready, and running their first successful auctions. • Educate sellers on Marketplace workflows, listing best practices, inspections, pricing, and auction cadence to ensure they are set up for repeat success. • Serve as the primary point of contact for a portfolio of Marketplace sellers; manage day-to-day communication, planning, and ongoing support. • Proactively monitor seller health, engagement, and auction activity to identify risk and intervene before churn or inactivity occurs. • Work with sellers to improve auction outcomes through better inventory mix, listing quality, timing, pricing strategy, and operational readiness. • Use Salesforce to execute playbooks, track seller health, and report on activation, retention, and engagement metrics. • Identify qualified opportunities for additional Autura products or services and route them to the Sales team. • Handle cancellation requests, objections, and seller issues; coordinate with Ops, Product, and Finance to resolve blockers. • Build relationships with decision-makers, champions, and day-to-day users within seller organizations. • Partner with Sales, Marketplace Operations, Product, and Marketing to deliver a seamless seller experience from launch through ongoing operations. • Capture seller feedback, obstacles, and success stories and relay them to the Director of Customer Success to continuously improve the seller journey.

• Customer care: From contract signing onward, you will be responsible for managing our B2B customer relationships. • Discovery expert: Through proactive communication with our customers, you quickly identify their wishes and needs and initiate improvement measures. • Product champion: You respond to customer-specific inquiries about our product and support customers in using our platform optimally. • Happiness management: You develop strategies to increase our Customer Lifetime Value and ensure that our customers' expectations are not only met but exceeded. • Team player: You work closely with Sales, Product Development, and Customer Support to achieve the best outcomes for our customers.

• Own the end-to-end customer journey for key provider accounts, facilitating a smooth onboarding process, driving product adoption, and serving as their main point of contact. • Lead strategic customer engagements, including quarterly business reviews and workshops, to establish clear objectives and demonstrate Pearl’s value. • Drive the successful integration of our technology tools into customer workflows through effective education and practice transformation support. • Analyze performance data to identify cost drivers and collaborate with provider partners to develop optimal strategies for referrals and care management. • Collaborate with internal Practice Transformation, Data Science, and ACO Operations teams to deliver insights that optimize provider performance and success. • Partner with our CS Operations and Growth teams to secure contract renewals and drive account expansion. • Develop compelling, data-backed narratives with the Customer Marketing team to effectively communicate business updates and establish Pearl’s value.

• Lead Client Relationship & Delivery Success • Oversee the transition from implementation to PPS, ensuring a seamless handoff, complete documentation and operational readiness. • Serve as the primary point of contact for assigned clients, helping ensure they stay supported, informed, and able to realize the full benefit of their Coupa investment. • Build influential relationships with client stakeholders to understand their strategic priorities and how CrossCountry’s solutions can best support them. • Coordinate issue resolution, support requests, and internal escalation management to drive a frictionless client experience. • Drive Client Adoption, Value and Growth • Monitor adoption trends and KPIs to proactively address risks and identify opportunities to increase ROI. • Lead semi-annual business reviews with clients to evaluate performance, share insights, and align future needs and roadmap. • Identify and qualify opportunities to upsell additional software licenses, modules, advisory and/or post-production services. • Partner with internal teams (Sales, Delivery, PPS) to execute timely renewals, negotiate scope changes, and support expansion conversations. • Enable Operational Excellence • Maintain accurate and timely documentation of client activity, risks, opportunities and account health in Salesforce. • Collaborate with cross-functional teams to ensure coordinated service delivery and alignment with client strategies. • Contribute to continuous improvement by developing client success best practices, playbooks and refined onboarding processes. • Contribute to developing and implementing firm-approved, AI-enabled solutions for clients, in accordance with company policies on data protection, intellectual property, and professional standards.