• Ganzheitliche Betreuung und Weiterentwicklung unserer Bestandskund:innen • Regelmäßige Kundengespräche und aktive Begleitung laufender Projekte • Stakeholdermanagement auf Augenhöhe mit Geschäftsführung und Bereichsleitungen • Umsetzung von SaaS-Plattform-Migrationen und Begleitung der Kund:innen im Prozess • Erster Ansprechpartner im SaaS-Kundensupport – kein Techie, aber technikaffin und versiert im Umgang mit modernen Tools • Antragstellung im Bereich Fördermittel sowie Zuarbeit für Fördermittelberater:innen im F&E-Bereich • Pflege und Aufbereitung von Projektdaten • Entwicklung und Umsetzung strukturierter Arbeitsprozesse, insbesondere im Finanz- und Steuerbereich • Nutzung von CRM-Systemen und G-Suite-Anwendungen zur effizienten Betreuung • Unterstützung bei organisatorischen Themen, z. B. Kenntnisse des Wachstumschancengesetzes

• Serve as primary client contact for active accounts once onboarding is complete. • Lead recurring performance calls (bi-monthly or monthly) to review campaign results, align on priorities, and plan next steps. • Build trusted relationships through consistent communication, clear expectations, and performance-driven insights tied to campaign outcomes. • Proactively identify growth opportunities, testing roadmaps, and upsell or expansion paths within campaign strategy. • Manage the campaign in Audiohook’s systems (including the User Interface, the CRM, and any other tools as set forth by the Company). • Interpret campaign performance trends and translate them into recommended actions (creative, targeting, budget allocation, KPI strategy). • Partner with internal teams to implement optimization plans and ensure progress toward campaign targets while protecting margin targets. • Conduct campaign audits: highlight wins, uncover issues, recommend tests, and document learnings. • Act as liaison between clients and internal teams on priorities, timelines, and deliverables. • Communicate pacing summaries, performance insights, and strategic recommendations proactively, anchored to campaign goals. • Escalate risks early (performance, tracking concerns, creative issues, budget constraints) to maintain client confidence. • Own client-facing budget pacing conversations and ensure alignment on utilization, flighting, and expectations for campaigns. • Flag margin or performance concerns and drive mitigation plans with Revenue Ops leadership. • Contribute to forecasting, client health reporting, and renewal planning inputs for all accounts.

This is a remote position. Type: Full-Time, Hourly (Non-Exempt) Location: Remote (U.S.) Pay: $23–$27/hour DOE (experience, education, job-relevant qualifications) Growth: 60–90 day performance review with opportunity for an increase within range based on KPI/SLA ownership, QA execution, and 2nd Opinion pipeline health. About the Role Prestige is scaling quickly, and we’re hiring a Client Relations Supervisor to lead day-to-day execution and ensure Client Relations operates with consistency, speed, and professionalism. This role protects quality and compliance, keeps workflows moving, coaches the team, and ensures performance is measurable—so results do not depend on one person’s memory, availability, or heroic effort. This role is not a frontline screener and does not live in the inbox. The Supervisor leads execution, coaching, QA, and escalation management so CRS and Jr CRS can focus on direct client work while the department maintains clear standards and predictable outcomes. Team Size & Growth: This is an early-stage leadership role supervising a small team (typically fewer than 5 direct reports). We’re looking for a hands-on leader excited to build strong structure now—processes, coaching rhythms, QA, and performance standards—and grow with Prestige as we scale. Key Responsibilities - Lead daily execution: huddles, coverage, priorities, and blocker removal - Own team performance through KPIs/SLAs and weekly reporting - Run a weekly QA program (notes, statuses, templates/scripts, routing accuracy) and coach to improvement - Oversee the 2nd Opinion Review process operationally: - board health, accurate staging, aging control, follow-up cadence, escalations - maintain packet discipline and clean hand-offs (CRS ↔ ME ↔ client) - Provide coaching and development: - weekly 1-on-1s for Jr CRS and CRS Levels 1–3 until CRS Level 4 is established - onboarding/ramp plans for new hires - Ensure communication standards and call documentation consistency (scripts + professionalism) (Note: This role provides operational oversight and does not make clinical determinations.) What Success Looks Like in the First 90 Days - Weekly KPI/SLA dashboard is live, reviewed consistently, and driving specific improvements - QA program is active with a documented coaching loop and a reduction in rework/errors - 2nd Opinion pipeline is accurately staged, monitored daily, and aging is controlled (no silent stalls) - Team operating rhythm is established: brief daily huddles, clear escalation path, and consistent 1:1 coaching cadence - Clear role lane adherence (CRS focused on inbound/screening, Jr CRS on chat/text/workflow support, Supervisor on execution/QA/escalations). Requirements Minimum Qualifications (Must-Haves) - 2+ years of experience leading a customer-facing support or client services team (call center, case management, customer support, client success, or similar) - Associate’s or Bachelor’s Degree preferred; High School Diploma or GED required. - Proven ability to coach and develop staff (1:1s, feedback, performance improvement) - Experience owning or strongly supporting a Quality Assurance (QA) process (audits, scorecards, reducing errors, improving consistency) - Ability to track and report KPIs/SLAs (response times, follow-up completion, backlog/aging, productivity) - Strong escalation management skills with a calm, professional approach in sensitive situations - Excellent written communication (polished grammar, professional tone, consistent messaging) - Strong documentation standards and attention to detail (clear notes, clean hand-offs, follow-up tracking) - Comfortable working within structured workflows (statuses, queues, checklists, task ownership) - Able to handle sensitive information with confidentiality and compliance awareness (HIPAA awareness strongly preferred) - Comfortable working remotely with strong reliability, organization, and responsiveness - Able to collaborate cross-functionally, including coordinating with Medical Experts (non-clinical operational support) Preferred Qualifications (Strong Pluses) - Veteran or military-affiliated background - Experience working with Veterans in a professional setting (VA-related services, veteran support orgs, healthcare admin, legal support, etc.) - Familiarity with VA disability claim support workflows, including general understanding of Nexus letters/IMOs and DBQs (record-based support context) - Experience in a medical–legal, healthcare documentation, or deadline-driven case workflow environment - CRM proficiency (Zoho CRM preferred) and comfort using shared drives and standardized templates/scripts - Prior experience building or improving SOPs, templates, or workflow processes for scaling teams Benefits Benefits (applies to eligible full-time hourly employees) 401(k) Retirement Plan + Match - 401(k) available after 90 days and once the position is confirmed as permanent - Employer match up to the first 4% (based on plan rules) - after 90 days and confirmation of permanent employment. Paid Time Off (PTO) — 15 Days/Year - 15 days (120 hours) of PTO annually for full-time employees - Accrued each pay period (you build it over time vs. getting it all upfront) - Begins accruing on Day 1 and can be used after it has been earned (typically after the first full month) - Hourly employees use PTO in hourly increments - No carryover year to year (unused time resets) - PTO is designed to cover vacation, personal time, and sick time (one combined bank) Paid Federal Holidays (for eligible schedules) - Paid holidays are offered to eligible full-time employees who work a regular, structured schedule: - 5 consecutive days/week, 8 hours/day - Eligible employees receive holiday pay at their regular rate, up to 8 hours - Holiday pay does not count as hours worked for overtime calculations - Important schedule note (keep this in the posting so expectations are clear): - Flexible full-time schedules are not eligible for paid holiday hours - Part-time/temporary/contract roles are not eligible unless stated in writing

Job Description: Senior Customer Success Manager Location: Remote Overview: At Quickbase, we believe exceptional employees are not only the key to our success, but also to our customers’ success. Our customer-centric approach is fundamental to our success, and we are looking for passionate and experienced Senior Customer Success Manager to join our team. In this role, you will be instrumental in driving customer value realization, adoption, retention, and expansion, ensuring that our customers derive the maximum value from our platform. Position Overview: As a Senior Customer Success Manager (Sr. CSM) at Quickbase, you will take ownership of the customer journey from onboarding through to ongoing success and growth. You will build strong relationships with key customer stakeholders, understand their business objectives, and help them achieve those objectives by fully utilizing our SaaS solutions. Your ultimate goal will be to drive adoption, reduce churn, identify opportunities for expansion, and ensure customer satisfaction and long-term success. Key Responsibilities: - Customer Onboarding & Adoption: - Create deep, value based relationship with customers to understand the outcome Quickbase needs to generate to be considered a success. - Lead the onboarding process for new customers, ensuring a smooth transition from sales to implementation. - Guide customers through product setup, configuration, and training, ensuring they understand how to leverage the full potential of the platform. - Create customized success plans that align with the customer’s specific business goals and objectives. - Facilitate training sessions, webinars, and product demonstrations to encourage rapid adoption. - Value Realization: - Work closely with customers to identify and track key performance indicators (KPIs) that demonstrate value from Quickbase solutions. - Proactively assess customer usage patterns and provide recommendations to optimize their experience, ensuring they achieve desired outcomes. - Monitor customer health and engage with stakeholders to ensure alignment with their goals, offering guidance and best practices along the way. - Customer Retention & Satisfaction: - Build strong, long-lasting relationships with customers by acting as their trusted advisor and ensuring they are achieving their business objectives. - Address customer concerns promptly and effectively, working to resolve any issues before they impact retention. - Regularly check in with customers, ensuring continued engagement and satisfaction, and identifying potential risks or areas for improvement. - Conduct periodic business reviews with customers to assess progress, address challenges, and set future goals. - Expansion & Growth: - Identify opportunities for upselling and cross-selling additional products or features based on customer needs and business growth. - Partner with the sales team to expand customer accounts, ensuring that additional products or services are aligned with customer goals. - Drive expansion initiatives, such as increasing product usage or adoption within different departments or teams within the customer organization. - Customer Advocacy & Feedback: - Serve as the voice of the customer within the organization, sharing customer feedback with product, marketing, and development teams to enhance the platform. - Advocate for customer needs, ensuring they are being addressed through product enhancements, feature updates, and improvements. - Build customer references and case studies that highlight customer success stories, promoting these internally and externally. - Collaboration & Cross-Functional Support: - Work closely with Sales, Product, and Support teams to ensure a unified customer experience and seamless communication across the organization. - Collaborate with Customer Experience teams to help shape customer success campaigns, educational content, and customer communications. - Provide feedback on customer needs and product gaps to guide future roadmap development. - Risk Management & Churn Prevention: - Proactively monitor customer health metrics to identify at-risk accounts and create risk mitigation plans. - Work with at-risk customers to understand their concerns and implement remediation strategies to prevent churn. - Utilize data and analytics to anticipate issues and ensure proactive engagement with customers. Qualifications: - Experience: Minimum of 5 years of experience in a customer-facing role, preferably in a SaaS or technology environment, with a focus on customer success, account management, or relationship management. - Skills: Strong relationship-building, communication, and problem-solving skills, with the ability to engage C-level executives and other key stakeholders. - Technical Proficiency: Solid understanding of SaaS products and a proven track record of helping customers adopt and leverage technology to achieve business goals. - Customer-Centric Mindset: Deep commitment to ensuring customers succeed and derive value from their investment, with a passion for customer advocacy and satisfaction. - Analytical Ability: Comfortable with data analysis, using customer success software, CRM tools (e.g., Salesforce, Gainsight), and KPIs to monitor account health and drive decisions. - Adoption: Analyze product adoption; provide insight into how customers are using Quickbase, identify opportunities to improve their value of the platform, and set them on the path to success. - Expansion Focus: Experience identifying opportunities for account growth, including upselling and cross-selling. - Project Management: Strong organizational and time management skills, with the ability to manage multiple customers and projects simultaneously. - Education: Bachelor’s degree or equivalent experience; additional certifications in customer success are a plus. - Travel: Flexibility for travel (approximately 10%) At Quickbase, we believe in pay transparency and are committed to equitable pay practices. The compensation range for this role is $xx-xx per year. The exact compensation offered will be based on experience, skills, and alignment with internal equity. Beyond salary, employees receive bonus/commission eligibility and access to a full benefits package including health insurance, 401k, paid time off, etc. Bonus Qualifications: - Experience supporting SaaS or other complex IT projects within large enterprises - Business process, data modeling and workflow experience - Familiarity with Javascript, relational databases and APIs - Hands-on advanced knowledge of Quickbase - CAPM or PMP Certification Why Join Us: - Opportunity to be a part of high-impact CS team in a growing SaaS company. - Development and career growth opportunities in the technology sector. - Competitive compensation and benefits package. At Quickbase, we believe in pay transparency and are committed to equitable pay practices. The range for this role is $80,000-137,000. The range shown reflects the total expected On-Target Earnings (OTE) for this role, which includes both base salary and target commission. The commission potential is equal to the base salary. OTE applies specifically to sales positions and represents the amount an employee can expect to earn when performance goals are met. The exact compensation offered will be based on experience, skills, and alignment with internal equity. Beyond salary, employees receive access to a full benefits package including health insurance, retirement, paid time off, etc.