• Simultaneously manage multiple customer relationships in regard to the onboarding experience into ERS/DRS software. • Build and maintain strong relationships with key stakeholders at client organizations. • Act as the primary point of contact for any issues or inquiries related to the onboarding ERS/DRS software. • Consult with end users to determine needs and specification requests, analyze, troubleshoot, and document issues as they arise throughout onboarding. • Maintain detailed records of client interactions, issues, and resolutions to be utilized in regular reporting and creation of team metrics. • Consult and facilitate training of customers on the use of software products and systems that we develop. • Provide direct follow-up training when and where applicable and at your discretion as the owner of the customer relationship.

• Client support and coordination • Help Account Managers by ensuring timely responses and follow-through on client requests and issues. • Support account teams by managing inbound client needs and helping maintain service continuity. • Account execution and delivery • Support onboarding, renewals, and ongoing account activities by coordinating tasks, tracking deliverables, creating decks, doing research, and ensuring processes are followed consistently across accounts. • Proactive communication • Assist with client communications including updates, follow-ups, and documentation. • Ensure clients feel informed and supported. • Client advocacy and issue management • Surface client feedback, risks, and trends to Account Managers and Senior Account Managers. • Help escalate issues appropriately and track resolution through completion. • Internal collaboration • Work closely with Account Managers, Senior Account Managers, and cross-functional teams to support client outcomes and ensure smooth service delivery. • Metrics, documentation, and reporting • Help Account Managers accurate account notes, client health indicators, and activity tracking in CRM systems. • Provide insights and support reporting needs for account planning and reviews.

• Develop and maintain strong relationships with key customer stakeholders, working to develop strategic plans that align with their business objectives, driving mutual success and growth. • Stay abreast of product updates and features, providing customers with insights on how to leverage our solutions to meet their unique needs. • Proactively identify and address customer issues, collaborating with internal teams to ensure swift and effective problem resolution. • Gather customer feedback and insights, advocating for customer needs within the organization to drive product improvements. • Conduct 1:many sessions to empower customers to maximize the value of our products/services, offering ongoing education and support (including live webinars, email outreaches, community content, and more…) • Collaborate with customers to maximize the value they derive from our products/services, ensuring that our solutions continue to meet and exceed their expectations over time. • Identify and execute opportunities for account expansion, whether through upselling or cross-selling additional products or services, providing customers with a comprehensive and integrated solution to meet their needs.

• Owning and managing assigned health plan accounts, serving as the primary point of contact for customer success and relationship management • Building strong, trusted relationships with client stakeholders, including navigating difficult conversations and escalations with professionalism and tact • Coordinating cross‑functionally with Engineering, Product, Technical Account Management, and other internal teams to shepherd issues through resolution • Tracking and managing complex client issues, ensuring accountability, progress, and timely outcomes even when direct ownership sits with another team • Driving customer satisfaction, retention, and long‑term success by proactively identifying risks and opportunities within assigned accounts • Identifying opportunities to expand value and protect recurring revenue, partnering with internal teams as needed (non‑quota carrying) • Representing the customer internally and ensuring alignment between client needs and organizational priorities