• Build and maintain strong relationships between ChartHop and executive buyers, senior decision-makers, and multiple stakeholders across each account — mapping champions, detractors, and key contacts to protect against turnover risk • Consistently facilitate strategic discussions involving leadership to mitigate risk and drive internal alignment and focus • Initiate renewal discussions and fully own renewal narrative, strategy and execution • Drive and facilitate fast, coordinated resolution of escalations — flagging risks early, delegating internally, and communicating clearly until resolution is achieved • Proactively identify and mitigate risk before it compounds by surfacing feedback across internal teams and actioning information • Define and track customer success metrics tied to each customer's business goals — not just platform usage • Ensure successful outcomes on key use cases and planning cycles; validate impact through retros (formal or informal) • Drive adoption of retention-critical features and identify opportunities to expand accounts through additional modules or deeper use of contracted modules • Serve as a product subject matter expert and workflow consultant — helping customers construct their desired workflows while owning final review to prevent data exposure risks or configuration gaps • Own the customer enablement strategy: onboard, train, and coach customers to operate ChartHop independently as admins and users, supported by enablement documentation • Own the implementation-to-CSM handoff, absorbing full account context to ensure continuity • Be the structured voice of the customer internally — bringing product feedback, trends, and insights to Product and Engineering • Partner closely with Sales, Support, and Product to drive customer outcomes through clear, direct communication

Company Cox Automotive - USA Job Family Group Customer Care Group Job Profile Supervisor, Client Relationship Management Management Level Supervisor Flexible Work Option Can work remotely anywhere in the specified country Travel % Yes, 15% of the time Work Shift Day Compensation Compensation includes a base salary of $74,000.00 - $111,000.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program. Job Description This position is responsible for performing administrative and clerical duties and customer support functions for all commercial accounts across Northern America, including auction locations, private store sites, and seller payments. The Post-Sale Operations team ensures that balancing sales, payment submittals, payment approvals, transportation assistance, client reporting and client communications are completed timely and accurately for all commercial accounts throughout the nation. Each of these tasks are managed to meet the SLA of individual accounts. This position also manages relationships and communications with both internal and external clients. Job Description - Assign employee work schedules including assignments, job rotation, training, vacations, and paid time off, telecommuting, cover for absenteeism, and overtime scheduling. - Audit all work completed by the auction administrators and Posting and Procurement dept to ensure posting accuracy of all buyers, seller, recon fees and any other contractual fees on sold transaction records across North America (Ex. Co-op, AutoIMS, Mechanic and body shop hourly rates, Remarketing fees). - Become proficient in all knowledge base requirements to resolve clients’ needs as efficiently as possible on an inbound phone queue - Calculate and post the buyer and seller's transportation assistance/promos in the appropriate system for North America commercial sales. - Collaborate with other department and locations on issues and concerns that impact team members from completing their daily tasks. - Communicate with manager on challenges, process and system changes, new accounts, etc. - Consult with Human Relations and Employee Relations on employee concerns, performance improvement plans, action disciplinary actions, recruit, interview, select, hire, and employ an appropriate number of employees. - Coordinate with auction administrators and COAST/ARSSC teams on processing payment reversals. - Develop and nurture team members strengths and identifying areas for improvement through encouragement with goal setting, feedback, employee recognition, rewards, and performance development planning. - Ensure all post sale processes are completed for all appropriate records, transmission, required reports and related administrative functions are accurate and up-to-date and are achieved by the required SLA time - Foster a spirit of teamwork and unity among department members that allows for disagreement over ideas, conflict and expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, support, and working effectively together to enable each employee and the department to succeed. - Identify, assess, and resolve issues; refer unresolved customer conflicts to designated departments for further investigation - Lead employees using a performance management and development process to meet the organization's expectations for productivity, quality, continuous improvement, and goal accomplishment - Log audit discrepancies, providing opportunities for addressing trends with performance or system issues - Maintain transparent communication. Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, Teams chats, and regular interpersonal communication. - Manage internal and external account relationships in assigned shared email accounts, Teams channels and phone queues by maintaining effective communications and ensuring all client requirements are met throughout North America. - Monitor team members workload and/or project progress and report on metrics. - Override Oracle hold for auction approved payment requests and file request in the corresponding electronic folder for the Internal Control audits. - Oversee day-to-day operation by providing oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures. - Prioritize daily tasks to handle high volume of tasks in a timely and efficient manner - Provide effective performance feedback through employee recognition, rewards, and disciplinary action, with the assistance of Human Resources, when necessary. - Review and approve all accurate payment requests and Remarketing fees/Transportation Assistance Bulk Upload received from auction locations or administrators across North America. Follow-up with location/administrator on any submission with discrepancies or missing necessary documents. - Serve as an escalation point and/or liaison for CCRs, internal teams needing assistance with more in-depth customer requests - Provide input for improvements, diagnostic tools and process changes Minimum Requirements - High school diploma or GED - 5 years of relevant experience in related field Drug Testing To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited. Benefits The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave. About Us Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations and modernization, cloud native application development, DevOps, data engineering, security and compliance, and everything in between. At Caylent, our people always come first. We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! The Mission We are seeking a detail-oriented Customer Experience (CX) Manager to join our team and drive customer satisfaction initiatives through data collection, analysis, and strategic reporting. This role focuses on capturing the voice of the customer and translating feedback into actionable insights that inform business decisions and improve customer experiences. This role offers the opportunity to be the voice of the customer within our organization and directly influence strategic decisions that enhance customer satisfaction and loyalty. Your Assignment Customer Engagement & Data Collection - Coordinate with Engagement leadership to facilitate recurring Customer Review meetings with customer stakeholders - Manage survey collection through various channels including live meetings, email and project team collected responses - Ensure consistent data collection processes and maintain high response rates Data Analysis & Insight Generation - Analyze quantitative metrics (CSAT, NPS) to identify trends, patterns, and areas of concern - Review and categorize qualitative customer feedback to identify recurring themes and pain points - Synthesize complex customer data into clear, actionable recommendations - Track metrics against customer experience benchmarks and goals Strategic Reporting & Presentation - Create comprehensive reports and dashboards that communicate customer sentiment to leadership - Present findings and recommendations to executives, department heads, and cross-functional teams - Develop compelling narratives that connect customer feedback to business impact - Facilitate customer experience review meetings with organizational leaders Required Qualifications - 3+ years experience in a customer experience role, professional services, or customers relationship management - Strong analytical skills with experience in statistical analysis and reporting - Excellent written and verbal communication skills - Experience presenting to senior leadership and stakeholders - Excellent time management with the ability to prioritize tasks and manage engagement coverage workload - Enthusiasm for working in a startup environment and the desire to engage with cross-functional departments Preferred Qualifications - Experience with CRM systems and customer feedback management platforms - Proficiency in survey platforms (Qualtrics, SurveyMonkey, etc.) and data visualization tools - Knowledge of customer experience methodologies and best practices - Working knowledge of AWS cloud offerings and solutions - Knowledge and understanding of cloud industry trends and new technologies - Data analytics basics; viewing customer feedback data and proposing process changes - Entry or mid-level cloud certification, e.g. AWS Cloud Practitioner Benefits - Medical Insurance for you and eligible dependents - 401k plan with company match up to 4% and immediate vesting - Competitive phantom equity - Company issued laptop - Dental and Vision insurance - Term Disability Insurance - Term Life Insurance - Flexible Spending Account - Equipment & Office Stipend - Annual stipend for Learning and Development - Unlimited Paid Time Off - 10 Paid Holidays Base Salary Range: The expected base salary range for this position is $83,000 - $102,000 per year, commensurate with experience and qualifications. Additional Compensation Components: In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance. NOTE: We’re unable to provide visa sponsorship now or at any time in the future. At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact talent@caylent.com Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at hr@caylent.com.

Role Overview We are expanding our remote team and seeking individuals who enjoy supporting clients and managing multiple responsibilities. In this role, you will assist with coordinating reservations and related services, which may include accommodations, activities, transportation arrangements, and event-based services. This is an ideal role for candidates who are organized, communicate effectively, and are comfortable working independently in a remote environment while collaborating with a distributed team. Key Responsibilities Assist clients with coordinating personalized service arrangements Research and compare available options to meet client preferences Confirm reservations and ensure accuracy of details Provide clear, professional communication via email and phone Support updates, modifications, and service-related inquiries Maintain accurate records and documentation Complete required training What We Offer 100% remote Flexible schedule Ongoing training and professional development Collaborative team environment Qualifications Authorized to work in the US, UK, Mexico, Australia, or Spain Must be at least 18 years old Strong written and verbal English communication skills Reliable internet connection and smartphone (computer is strongly recommended) Strong customer service experience is preferred