• Support and manage customer success and support operations • Coordinate day-to-day activities of the customer support team • Ensure high quality of customer interactions and service delivery • Identify process improvements and implement operational best practices • Assist with onboarding, training, and coaching team members • Handle customer escalations and resolve complex issues • Track performance metrics and contribute to KPI monitoring • Collaborate with cross-functional teams to improve customer experience • Help build internal documentation, playbooks, and operational processes • Support the scaling of customer success operations

Company Overview Libryo, an ERM Group Company, is a global SaaS platform that empowers multinational organizations to understand and comply with Environmental, Health, and Safety (EHS) law and broader ESG requirements. Our platform helps customers navigate complex regulatory environments with clarity and precision. Key Responsibilities Regional Account Ownership (NA & LATAM) Serve as the primary point of contact for all assigned customers in North and Latin America. Build and maintain strategic relationships with senior stakeholders, user groups, and decision-makers across large multinational organizations. Represent the voice of the customer internally to ensure customer needs are heard and prioritized. Customer Implementations Lead end-to-end delivery of customer onboarding and implementation projects, coordinating with internal teams (e.g., Legal Content, RIDE, and Product) to deliver on time and to spec. Work with key stakeholders to map customer-specific rollouts (global or phased), track milestones, communicate progress with customers, and resolve blockers proactively. Contribute to implementation playbooks and best practice guides to scale future delivery. Renewal & Retention Management Take full ownership of renewal planning and execution, including pricing alignment, contract coordination, and commercial positioning for their allocated customer portfolio and region Monitor and improve customer health and adoption through data, feedback, and regular business reviews. Anticipate and mitigate risks that could lead to churn through proactive engagement and problem-solving. Strategic Account Growth Identify and support growth opportunities, including cross-sell, upsell, and feature expansion across accounts. Support proposal creation and commercial scoping efforts in collaboration with relevant stakeholders to enable account expansion. Track and report on account growth potential using insights from platform engagement, stakeholder behavior, and evolving needs. Platform Mastery & Support As a senior member of the Customer Success team, you will be expected to develop deep expertise across Libryo’s full suite of tools , including the Libryo Platform , Libryo Research, and ERM Assess . This role requires you to deliver high-level support and guidance to users, ensuring seamless navigation, adoption, and troubleshooting across all platforms. You’ll play a key role in ensuring a consistent, professional, and high-quality user experience across every touchpoint, reinforcing Libryo’s reputation for excellence and reliability in regulatory technology Team Collaboration & Cross-Functional Coordination Collaborate with internal stakeholders (Legal, Product, Support, Customer Intelligence) to ensure each customer receives seamless, aligned service. Participate in customer health reviews, product feedback loops, and ongoing support escalations when needed. May manage and mentor junior Customer Success team members, contributing to team strategy and development. Customer Reporting & Communication Deliver Quarterly Business Reviews (QBRs) with strategic insight, platform metrics, and tailored recommendations. Maintain CRM hygiene in HubSpot, ensuring accurate tracking of org structures, usage data, and renewal timelines. Provide input to internal reporting (e.g., churn forecasting, customer health scores, and CS dashboards). Experience & Qualifications Fluent in English (additional languages is a huge plus, particularly Spanish) Bachelor's degree in business, legal, environmental sciences, or a related discipline. A legal background is a strong advantage. 5+ years of customer success/account management experience in a B2B SaaS, compliance, legal-tech, or ESG space. Demonstrated success managing strategic enterprise accounts and driving customer growth and renewals. Proven ability to lead complex customer implementations, manage cross-functional projects, and navigate senior stakeholder relationships. Exposure to international accounts, with an understanding of NA/LATAM business contexts and cultural nuance. Strong command of HubSpot, Salesforce, ClickUp, Excel/Sheets, and reporting/BI tools (PowerBI is a plus). Experience managing or mentoring junior team members or working in a leadership pod structure. What Success Looks Like Highest quality of work delivered High engagement and satisfaction across assigned customer accounts. Successful and on-time delivery of all customer onboarding and implementation projects. Clear account growth paths identified and supported with strategic input. Renewals closed predictably and proactively with limited commercial risk. Clean, current data and insight-driven QBRs shared with customers and leadership. Platform Expertise & Training Develop deep knowledge of the Libryo platform and associated tools to support effective onboarding, training, and engagement. Deliver live training sessions and contribute to documentation, including Knowledge Base content for customer self-service. Process Optimization & Continuous Improvement Assist in collecting and analyzing customer feedback and reviewing internal workflows to improve the end-to-end customer journey. Help refine internal operational processes to improve delivery consistency, reduce friction, and ensure high-quality service across customer segments. Tha nk you for your interest in ERM! #LI-PB2 #LI-Hybrid

Department: 36102 AMC BayArea - Emergency Department Status: Full time Benefits Eligible: Yes Hou rs Per Week: 32 Schedule Details/Additional Information: Days and occasional Evenings if needed. Pay Range $41.10 - $61.65 Major Responsibilities: Collaboratively develops and implements disease management protocols/guidelines that reflect the most current research and practices in the stroke patient. Identifies, develops, and participates in hospital and community programs related to stroke. Develops or revises stroke written plans of care and guidelines based on accepted standards of care and current research, in collaboration with physicians, nurses and other interdisciplinary professionals. Communicates guidelines and plans of care to the multidisciplinary team caring for the stroke patient.  In collaboration with the stroke Physician Liaison and Administrator for Quality and Clinical Integration, establishes clinical benchmarks and quality outcome measures. Participates in unit and hospital activities to promote service excellence. Develops education programs on stroke screening, education awareness and treatment options for both hospital personnel and the public. Ensures education for patients, families, and members of the healthcare team is provided and relevant.  Encourages critical thinking and problem-solving among staff members. In conjunction with education staff, identifies developmental educational needs of the staff and develops and implements the plan to meet the identified needs. Conducts ongoing assessments of knowledge and clinical skills of health care personnel caring for stroke patients.  Serves as a consultant to unit-based and house wide educational activities. Coordinates stroke care with patients and families during the inpatient episode.  Assures appropriate information is available to facilitate patient entry into the Stroke data base. Serves as a liaison between physicians, nursing staff, ancillary staff, patients and families to enhance continuity of care.  Serves as an ongoing resource person for physicians, nursing staff, managers and ancillary departments. Utilizes data base information to position to offer the best quality and most efficient stroke care to patients. Utilizes data base information to analyze quality and efficiency of stroke interventions in stroke patients. Assists in identifying appropriate candidates for outpatient follow-up. Oversees and coordinates the Survivors of Stroke support group. Coordinates and ensures that an initial baseline assessment of patients’ physical, emotional, mental, educational, psychosocial and spiritual needs occurs. Supports the inpatient continuing coordination of stroke patients’ care. Coordinates performance improvement efforts for the stroke program. Collects data on stroke care for analysis of the quality of stroke care provided. Reviews data for quality improvement opportunities and presents at Stroke Committee meetings, the Quality Council and other meetings as requested. Provides graphic representation and statistical analysis of data. Maintains clinical and professional skills necessary to provide services to patients. Keeps informed of new treatments and therapies utilized for stroke care. Stays abreast of current standards of care via literature, educational events, internal and external resources and internal/external networking. Participates in activities to enhance professional growth by involvement in professional organizations and continuing education. Obtains a minimum of 8 hours of continuing education regarding the care of acute stroke patients. Assists, coordinates, and participates in Stroke Support groups. Development of Stroke support groups as needed. Assesses Group needs and/or desires related to support activities and develops methods to meet needs. Utilizes available resources within Advocate Healthcare to address assessed needs of the group (Physician, Nutritional Services, connection to other resources, etc.) . Provides ongoing patient/family education, acting as an instructor, counselor, advisor and resource. Upholds the highest degree of customer service as outlined in the Standards of Behavior expectations. Facilitates continuity of care by acting as a liaison with other professionals based on individualized patient concerns or needs. Collaborates with physicians, nurses, ancillary staff, patients and their families. Maintains appropriate individualized system-based records, documenting an evolving patient plan of care. Seeks guidance and direction from the physician based on patient assessment. Acts as a liaison and performs informal marketing activities to physicians, outlining services available to their patients through the Site Stroke Program. Identifies grant and clinical research opportunities for the Stroke Program. This includes the following: Assists in identifying appropriate candidates for clinical trials. Works with physicians to identify patients that meet criteria. Provides timely communication of patients’ progress to the physician, as appropriate. Finds appropriate grant funding for development of the Stroke Program Coordinates strategies to ensure quality, efficacy and cost-effectiveness for the stroke patient across multiple settings. Maintains up-to-date information regarding resources that are available in the community and the health system for stroke patients and their families. Schedules services and visits for stroke patients in a timely, cost-effective manner. Serves as a case manager for all stroke patients, in collaboration with Care Management, through an interdisciplinary plan approach to ensure quality care, efficient use of resources and education on the entire continuum of care. Coordinates or completes stroke discharge phone calls. Licensure, Registration, and/or Certification Required: Registered Nurse license issued by the state in which the team member practices. CPR NIHSS Education Required: Bachelor's Degree in Nursing. Experience Required: Typically requires 5 years of experience in ICU, ED or Neurologic nursing, and previous quality improvement experience. Knowledge, Skills & Abilities Required: Assertiveness skills Leadership skills Ability to work cooperatively with a multidisciplinary team Competency in communication Ability to motivate others Exceptional assessment skills May be required to cover weekends, holidays, and off shifts Computer skills including data entry and report generation functions. Database experience desirable​ Physical Requirements and Working Conditions: Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training Premium pay such as shift, on call, and more based on a teammate's job Incentive pay for select positions Opportunity for annual increases based on performance Benefits and more Paid Time Off programs Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability Flexible Spending Accounts for eligible health care and dependent care expenses Family benefits such as adoption assistance and paid parental leave Defined contribution retirement plans with employer match and other financial wellness programs Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

• Support the Sales organization with a variety of Sales Operations and CRM-related tasks, including reviewing, analyzing, and fulfilling business support requests • Collaborate with cross-functional stakeholders to gather requirements, recommend solutions, and implement Salesforce enhancements aligned to business needs • Design, build, and maintain Salesforce automations and process improvements, including flows, validation rules, approval processes, and other declarative tools • Configure Salesforce to support business processes, including custom objects, fields, page layouts, record types, and security settings • Assist with Salesforce administration activities, including user access support, territory alignment, account setup, and sales crediting requests • Develop, maintain, and deliver standard and ad hoc reports, dashboards, and analytical insights to support decision-making and identify trends, risks, and opportunities • Ensure data quality, accuracy, and integrity across Salesforce through monitoring, validation, and data management activities • Support and troubleshoot day-to-day Salesforce issues, working with users to resolve problems efficiently and effectively • Monitor system performance and existing processes to identify opportunities for optimization, scalability, and continuous improvement • Stay current with Salesforce releases, features, and best practices; proactively recommend enhancements that improve business outcomes • Create and maintain system, process, and technical documentation to support knowledge transfer, audit readiness, and long-term platform sustainability • Participate in Jira-based work management using Copado, including UAT testing and, when assigned, implementing changes and promoting them through Salesforce environments