• Meet with billing teams to train them on billing best practices and assist in their transition over to Prompt. • Assist in teaching submission, posting, invoicing, AR, etc best practices on Prompt. • Understand unique team needs to help configure and develop workflows with their new EMR/PM system • Develop and maintain a deep understanding of our product offerings to effectively respond to incoming customer inquiries across our single-channel support system • Be each customer’s champion by providing ongoing support via our help desk platform helping them find solutions to their inquiries • Be highly proficient in reporting and spreadsheet manipulation to be able to effectively take customers through their relevant billing success metrics • Promote customer satisfaction and loyalty by understanding each customer’s unique (and evolving) needs, delivering value, and exceeding expectations

• Serve as the main point of contact for a portfolio of clients, ensuring a seamless onboarding experience and ongoing satisfaction. • Build strong, long-term relationships with clients through regular check-ins, performance reviews, and proactive support. • Understand clients’ goals and challenges to provide tailored solutions and product recommendations. • Monitor customer usage and engagement data to identify risks or opportunities and take appropriate action. • Coordinate with internal teams (e.g., sales, product, and support) to resolve issues and ensure client needs are met. • Advocate for clients internally by sharing feedback and contributing to product or service improvements. • Track key performance indicators such as renewal rates, customer satisfaction, and net promoter scores. • Support the development of success plans, training resources, and best practices to improve the customer experience.

• Lead, mentor, and inspire a team of high-performing Enterprise Customer Success Managers. • Manage team performance against key performance indicators (KPIs) such as Gross/Net Revenue Retention (GRR/NRR). • Drive the professional development of the team, coaching CSMs on executive engagement, complex negotiation, and strategic account planning. • Own enterprise CS capacity planning, including headcount planning, role design, and coverage models to support segment growth and retention goals. • Serve as the executive-level point of contact for Enterprise customers, shaping long-term partnership strategies. • Build and maintain trusted C-suite relationships to influence roadmaps, align on strategic priorities, and ensure renewal stability.

• Receive and process incoming client requests for interpretation and translation services • Assign qualified language professionals based on client requirements, including language, specialization, and availability • Monitor ongoing tasks to ensure timely delivery and maintain service quality • Maintain clear, consistent, and professional communication with clients and interpreters/translators throughout the service lifecycle • Guide new clients through onboarding, including setup and clarification of service expectations • Provide responsive support, address client concerns, and troubleshoot service-related issues effectively • Exercise independent discretion regarding the prioritization of projects, resource allocation, and resolution of escalated client concerns • Maintain and update an internal database of language professionals, ensuring accuracy regarding certifications, qualifications, and availability • Identify language service coverage gaps and support recruitment efforts to address these needs • Track service performance metrics to ensure alignment with standards and identify opportunities for improvement • Implement feedback mechanisms to enhance client satisfaction and support continuous improvement initiatives • Build and maintain relationships with clients, including site visits for consultations, presentations, and client relationship management • Represent the company at industry events, conferences, and networking opportunities • Promote language services to clients and identify upselling opportunities where applicable