• Establish and maintain ongoing relationships with an assigned list of MCG customers. • Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements. • Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes • Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders. • Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem. • Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner. • Perform periodic outreach, manage inbound calls and respond to customer requests promptly. • Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc. • Support MCG Finance team, assisting with basis verification, invoice follow-up etc. • Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points. • Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals. • Document all client communication in CRM (i.e., Gainsight, Salesforce). • Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement. • Participate in special initiatives as required to address organizational data needs or solution promotion. • Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches. • Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders.

• Directly manage, coach, and develop a team of Agency Relationship Managers • Set clear expectations around account ownership, partner communication, deal execution, pipeline management, and forecasting • Drive consistent year-over-year revenue growth across agency-managed accounts • Ensure ARMs develop and execute thoughtful account plans tied to spend growth, product adoption, and retention • Partner with Sales, Product, Marketing, RevOps, and Decision Science to support agency initiatives and customer outcomes

• Directly manage and develop a team of 3-4 Corporate Account Managers, providing ongoing coaching, feedback, and performance management to help them succeed and grow in their roles. • Conduct regular 1:1s with direct reports to review account health, address blockers, strategize on account challenges, and support professional development. • Set clear performance expectations and hold the team accountable to key metrics including retention rate, upsell/expansion attainment, client NPS scores, and account health indicators. • Own onboarding and ramping of new CAM hires, including training, shadowing, account assignment strategy, and execution of 30-60-90 day plans. • Analyze team performance data to identify coaching opportunities, process improvements, and systemic issues requiring escalation or cross-functional support. • Provide strategic deal support on complex renewals, negotiations, and upsell opportunities, coaching team members through high-stakes client conversations. • Escalate at-risk accounts, product feedback, and systemic client issues to leadership with context and recommended solutions. • Maintain a portfolio of strategic, high-value, and complex corporate accounts, serving as their primary point of contact and trusted advisor. • Synthesize information gathered across client conversations to assess the best set of configurations and account structure, managing the "A through Z" account setup process for high-touch implementations. • Answer ongoing client inquiries related to onboarding, implementation, and ongoing account optimization, ensuring an extremely smooth and professional experience. • Manage the contract renewal cycle from scheduling initial meetings through negotiation, contract changes, and signature, modeling strong renewal practices for your team. • Identify whitespace in accounts and create value-based presentations to promote upgrades, cross-sells, and account expansion opportunities • Consult with clients to recommend additional solutions from the Sharebite portfolio that align with their business goals and employee engagement strategies. • Devise and execute account strategies and plans to maximize account growth, retention, and client satisfaction. • Provide high-touch client service, including escalation and coordination of critical support issues as needed. • Demonstrate ability to grow accounts with high conversion rates from upsell identification to closed-won deals. • Maintain accurate and up-to-date client information in Salesforce and ensure your team is doing the same.

• Maintaining assigned key accounts and providing ongoing client support • Developing and implementing client relationship management strategies • Communicating with key clients to monitor client expectations and satisfaction • Identifying new business leads and contacting prospective key clients to promote products and services • Establishing efficient communication channels and liaising between key clients and internal departments • Recommending and implementing improvements to the management of key client relationships • Handling client queries and finding innovative solutions for complex problems • Monitoring sales performance metrics and facilitating timely interventions • Performing recordkeeping, as well as preparing sales forecasts and reports