Role Description The Senior Specialist - Menu Management is responsible for creating and optimizing brand menus, managing updates, and coordinating limited-time offers (LTOs). This role requires a highly organized, detail-oriented, and proactive individual with strong communication skills to collaborate with internal teams and external partners. - Menu Management & Optimization: Build and map menus on the company’s internal UI within SLA, along with reviewing menus and optimizing for brands. - Client Communication: Serve as the primary liaison between the client and the onboarding team regarding any menu-related work. Maintain open and effective lines of communication and be prepared to speak at regular meetings, agendas, and action plans. - Stakeholder Communication: Connect with internal and external stakeholders to provide menu updates and highlight successes and areas for menu improvement. - Training: Lead training sessions for clients, ensuring they can effectively use the company’s menu products. Train internal team members on menu processes and products to enhance the company's knowledge. - Process & Documentation: Provide feedback regarding internal and external menu processes and documentation to enhance and simplify the client and team experience. Submit Feature Requests to improve our products on behalf of the menu team and the client. - Issue Resolution: Identify and resolve any issues during the menu process, ensuring the client’s experience remains positive. Act as a second-level escalation point of contact internally and externally. Qualifications - Bachelor's degree in Business Administration or a related field. An advanced degree (or equivalent experience). - Minimum of 7+ years of experience in client operations, client relationship management, or a senior leadership role with a proven track record of successful client implementation and relationship management. - Excellent communication, interpersonal, and analytical skills with the ability to engage effectively with clients and internal teams. - Superior organizational and time management skills, with a capacity to handle multiple high-priority projects simultaneously. - Familiarity with tools like Asana, Zendesk, Hubspot and any other customer success tools. - Strong attention to detail ensures that all onboarding process aspects are executed flawlessly. - Ability to adapt to changing environments and manage multiple priorities in a fast-paced setting. - Ability to develop and conduct client training sessions to ensure successful product adoption. - Comfortable working in US shift hours (i.e., India night shift and occasional weekend support if required).

• Act as a trusted technical advisor for a portfolio of clients, understanding their business models, workflows, and goals. • Lead technical implementations and ensure clients are set up for long-term success. • Proactively audit event builds, configurations, and workflows to identify risks, inefficiencies, and opportunities for improvement. • Ask probing questions to uncover root causes and recommend multiple solution paths with clear tradeoffs. • Translate real-world client use cases into clear product feedback, supported by data, context, and business impact. • Participate in GTM initiatives by testing new features, validating workflows, and shaping internal and external enablement materials.

• Be the primary technical and strategic contact for clients, representing HealthSherpa. • Dive into complex operational, data, and integration issues, working directly with the client to guide resolution through to completion. • Build trusted relationships with clients teams to lead escalations, issue management, and grievance resolution. • Project manage technical implementations, and remain involved post-launch to ensure systems perform as expected. • Partner with Sales and leadership to shape go-to-market and expansion strategies. • Guide accountability for all contractual commitments by managing and working towards Statements of Work (SOWs) and Master Service Agreements (MSAs). • Be the carrier's voice in internal discussions by summarizing feedback, surfacing recurring issues, and communicating product gaps and enhancement opportunities to Product and Engineering.

• Serve as the primary technical point of contact for assigned enterprise customers. Provide technical support and advanced-level troubleshooting. • Triage complex customer service issues received through various customer service channels • Maintain high customer satisfaction while managing operational expectations • Become a product expert and maintain a deep understanding of product functionality • Coordinate with internal teams (Support, Engineering, Product) to resolve issues. • Identify trends in support requests to help create long-term solutions • Build and maintain strong relationships with technical stakeholders. • Help with onboarding and implementation efforts tailored to customer needs. • Understand customer objectives and proactively recommend solutions to meet them. • Check system health and performance to preemptively identify potential issues. • Provide regular technical reviews, reports, and improvement plans. • Guide customers on best practices in configuration, security, and architecture. • Advocate for customer needs within the company to influence the roadmap and product improvements.