• Serve as a strategic partner and trusted advisor to clients • Ensure clients achieve desired outcomes through benefits administration and BPO solutions • Lead cross-functional efforts to deliver exceptional service • Foster long-term relationships with customers • Facilitate regular internal and external client meetings • Collaborate with clients to define success metrics and develop actionable plans • Handle escalated inquiries and ensure timely resolution • Identify trends in customer inquiries and feedback to drive improvement • Monitor SLA adherence to ensure consistent service delivery

• Drive Enrollment Through High-Volume Outreach • Own daily outreach to prospective and applying families via phone, SMS, and email • Follow structured sequences (calls + texts + emails) to move families from interest → application → enrollment • Lead conversations that uncover needs, answer questions, and confidently guide next steps • Reduce drop-off by identifying and removing blockers in real time • Guide Families Through Onboarding • Support families through enrollment tasks with clarity and urgency • Ensure families feel confident in their education plan and next steps • Reinforce that OpenEd is simple, flexible, and supported every step of the way • Own the Ongoing Relationship • Stay connected with enrolled families through key moments in their journey • Proactively reach out when something is off-track (missing logs, incomplete steps, etc.) • Re-engage families who stall or disengage • Operate with Speed + Precision • Manage a high volume of conversations without sacrificing quality • Maintain clear, timely follow-up across all channels • Track activity and outcomes in HubSpot and contribute to pipeline visibility • Close the Loop + Improve the System • Surface patterns in objections, confusion, or friction points • Partner with team leads to improve messaging, workflows, and resources • Share what’s working so the team gets better, faster • Success Metrics: Enrollment Conversion Rate (application → enrolled) Speed to Enrollment (time from application to completion) Outbound Activity + Contact Rate (calls, SMS, emails completed daily) Re-engagement Rate ≥ 70% for stalled or at-risk families Response Time < 24 hours across channels Family Satisfaction ≥ 90%

• Manage a portfolio of 150 SMB accounts, maximizing the impact and value of Nooks to users, stakeholders, and their business. • Onboard new customers, ensuring a seamless integration of Nooks into their sales processes. • Analyze customer usage metrics to identify Nooks features that might provide value and proactively lead upsell conversations. • Monitor customer health metrics and develop proactive plans to address areas of concern. • Assist with Technical Support for your customers as needed. • Help us develop a scaled approach for customer success and retention, ensuring customer needs are met efficiently. • Serve as the voice of the customer within Nooks, providing product feedback to ensure SMB customer requirements are successfully met.

• Serve as the primary point of contact for a portfolio of Artisan customers • Guide new users through onboarding and implementation, ensuring they quickly realize value • Provide ongoing support and education to help customers get the most out of Ava and other AI products • Monitor account health and proactively address risks of churn or disengagement • Collaborate with Product and Support teams to communicate user feedback and resolve issues • Help build and maintain documentation, FAQs, and customer education materials • Support the development and execution of customer success playbooks and processes • Track key customer success metrics and maintain up-to-date records in our CRM • Assist with new feature rollouts, adoption campaigns, and customer outreach