• Serve as the primary point of contact for medication-related inquiries, including dose, strength, and administration instructions. • Triage and assess questions to ensure accurate, compliant, and timely responses. • Coordinate directly with prescribing provider groups and pharmacy partners to verify prescriptions and confirm appropriate dosing. • Identify and resolve discrepancies between prescribed instructions and patient understanding. • Escalate complex medication or safety concerns to licensed clinicians when appropriate. • Partner cross-functionally with clinical, pharmacy, and operations teams to improve the overall patient experience. • Monitor recurring issues and provide feedback to leadership to strengthen workflows and patient education materials.

• Own the commercial health of a large portfolio of customers using tech-touch and semi-automated engagement strategies. • Drive the end-to-end renewal lifecycle, managing outreach and negotiations for high retention rates. • Monitor customer health scores and usage data to identify "at-risk" accounts. • Facilitate hand-offs to appropriate sales or expansion teams. • Design, test, and optimize automated outreach across the customer journey. • Continuously improve engagement model by analyzing campaign performance and customer feedback. • Partner with Marketing, Product, and Sales for a consistent customer experience. • Deliver educational resources and provide feedback to the Product team for roadmap improvement.

• Own the relationship with Sprout Customers post-sale • End to end project delivery for enterprise customer engagements in North America • Act as the single point of contact for customer stakeholders • Develop and execute Success Plans • Drive adoption, change management and ROI realisation • Manage risks and escalations proactively • Ensuring positive NPS score with your customers • Identify expansion and up-sell opportunities • Create and localise processes • Create customer-facing collateral, onboarding templates, and training documentation. • Be an active voice of the customer

• Build and nurture strong relationships with key stakeholders to drive retention and growth • Conduct discovery with customers to understand business objectives and uncover new use cases • Establish and maintain a trusted advisor relationship with customers, ensuring that customers are realizing value out of their investment in Synthesia • Act as a subject matter expert for the practical application of Synthesia within enterprises and take a consultative approach in implementing video content into their workflows • Monitor utilization and deploy strategies to increase user engagement, adoption and satisfaction • Lead Quarterly Business Reviews with senior stakeholders in attendance that deliver clear outcomes • Ensure ROI and value is communicated and understood by the customer • Proactively monitor customer health, including potential risks to renewals and expansion opportunities • Own commercial conversations and all aspects of the renewal process • Collaborate with internal teams to ensure seamless onboarding, support, and resolution of customer issues