• Lead and scale the Client Success Operations function. • Design, improve, and document processes for onboarding, support, renewals, and client programs. • Own the CS tech stack and partner closely with the Salesforce team to prioritize enhancements, test updates, and support deployments. • Build dashboards and operational reports that give leaders real-time insight into client health and team performance. • Partner with Data and Analytics to drive trend analysis, surface insights, and support strategic decisions. • Create training programs for new and existing team members, ensuring consistent adoption of tools and best practices. • Build and maintain the CS knowledge base, ensuring the team has clear and accessible resources. • Develop client communication programs, including newsletters, webinars, and in-app messaging. • Work closely with Sales, Marketing, and Product to align on client needs and operational readiness. • Help shape a culture of clarity, accountability, and continuous improvement across the Client Success organization.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Enterprise Monitoring Systems Admin II at BAE Systems, you'll be part of a dynamic team that's responsible for ensuring the availability, performance, and security of our enterprise systems and applications. You'll have the opportunity to work with cutting-edge monitoring technologies, collaborate with cross-functional teams. - Troubleshoot and resolve enterprise monitoring-related issues, assist Senior Administrators with troubleshooting - Develop and create reporting on monitoring-related issues, customer report creation - Create and adjust alert parameters in enterprise monitoring tools - Conduct regular monitoring system checks and maintenance tasks - Assist with customer communications, standards and messaging - Analyze monitoring data to identify trends, anomalies, and potential issues, and provide strategic recommendations for improvement - Develop and maintain documentation for monitoring procedures, configurations, and best practices, and lead the development of monitoring standards and guidelines - Participate in on-call rotation and provide 24/7 support for critical monitoring issues, and lead the response to critical monitoring incidents Qualifications - Degree in computer science, Information Technology, or a related field or equivalency of 1-5 years of experience in monitoring and IT operations, with a focus on enterprise-level monitoring and a proven track record of leading monitoring initiatives - Strong desire to learn and grow in a dynamic environment - Ability to quickly absorb and apply new concepts and technologies - Willingness to take on new challenges and responsibilities - Strong communication and collaboration skills - Basic understanding of IT concepts and terminology (e.g. networking, systems administration, etc.) Benefits - Competitive salary and benefits package - Opportunities for professional growth and development, including leadership development programs and training opportunities - Collaborative and dynamic work environment, with flexible work arrangements and remote work options - Access to cutting-edge technologies and tools, and the opportunity to lead the implementation of new monitoring technologies

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Customer Success Manager (CSM) is the primary point of contact for a portfolio of TeamBuilder customers, ensuring they achieve measurable value and ROI from our platform. The CSM owns the customer success relationship from onboarding through renewal, providing advisory support during implementation to align with success goals and delivering hands-on “how-to” platform training and operating model playbook sessions to drive adoption. Post-go-live, the CSM proactively manages account health, conducts QBRs, and champions customer satisfaction, retention, and growth. This role is highly customer-facing and requires expertise in relationship management, training, change management, data analysis, and operational execution. The CSM partners closely with Sales, Implementation, Product, and Support teams. ***This role is FULLY REMOTE, though you MUST reside within the United States and be legally authorized to work in the United States. Key Responsibilities - Customer Relationship Management & Engagement - Serve as the trusted advisor and main point of contact for assigned customer accounts (Enterprise, SMB, Partner), building strong relationships with medical group leaders, clinical leaders, practice managers, and administrators. - Lead regular check-ins, business reviews (QBRs), and data-driven discussions to ensure customers are achieving their goals and realizing value from TeamBuilder. - Proactively identify risks, address challenges, and surface opportunities for upsell, expansion, or improved adoption. - Training & Enablement - Engage early in the customer lifecycle, partnering with Implementation teams to ensure successful onboarding and adoption that lead to ROI, goals achievement, and customer satisfaction. - Partner with Implementation Analysts to lead and deliver in-person and virtual training sessions for super users, managers, and frontline staff during implementation, tailoring content to customer needs and practice realities. - Develop and maintain training materials, user guides, and best practices to support ongoing customer education and enablement. - Support change management efforts with managers and schedulers, helping practice managers and staff transition from legacy processes to TeamBuilder’s digital platform. - Support change management efforts with leadership, embedding the TeamBuilder Operating Model playbook in the early phases of Implementation and supporting adoption of it throughout the customer lifecycle. - Customer Success & Value Realization - Monitor customer health metrics, usage data, and feedback to ensure customers are on track to achieve desired outcomes. - Monitor customer platform Insights data to identify trends and interesting dynamics that can lead to value creation. - Collaborate with Product and Support teams to resolve issues, advocate for customer needs, and share insights for product improvement. - Drive customer retention and satisfaction by ensuring customers are fully utilizing TeamBuilder’s features and realizing measurable ROI. - Facilitate customer feedback sessions and contribute to the continuous improvement of onboarding, training, and support processes. - Operational Excellence & Team Collaboration - Maintain accurate records of customer interactions, account status, and key activities in CRM and Project Management platforms (e.g., Asana). - Contribute to the development and refinement of customer success playbooks, onboarding processes, and training programs. - Participate in cross-functional projects to improve the customer journey and scale TeamBuilder’s customer success operations. Qualifications - Experience in customer success, account management, or implementation roles within healthcare SaaS or healthtech environments (ambulatory experience and interaction with Practice Managers strongly preferred). - Proven ability to build relationships with healthcare leaders, practice managers, and frontline staff. - Hands-on experience designing and delivering training programs for diverse audiences. - Strong project management, organizational, and communication skills. - Comfort with data analysis, customer health metrics, and driving process improvement. - Willingness and ability to travel for in-person training and customer engagements as needed. Benefits - Competitive compensation including paid time off, medical benefits, 401k matching and the potential for performance bonus and/or equity. - Collaborative, engaging, mission-driven culture that values innovation and prioritizes customer success.

Engagement Details - Delivery occurs across May 2026, with approximately 20 virtual broker sessions and 1 supervisor vILT session, with the possibility of one additional supervisor session - Each session includes prep time, live delivery, and brief post-session follow-up - All delivery is virtual via Microsoft Teams - A producer may be provided to support the virtual classroom experience - Limited in-person requirement: Up to two supervisor sessions may require travel to Shelton, Connecticut; otherwise, the role is fully remote About the Role We are seeking experienced training facilitators to support the delivery of a national enablement program designed to strengthen how brokers communicate with and support customers aged 65+ regarding their medical insurance needs. This program focuses on building stronger communication, retention, and customer engagement skills among brokers. While familiarity with Medicare can be helpful, the training itself is primarily centered on behavioral and consultative conversation skills, helping brokers guide customers through healthcare coverage decisions with confidence, empathy, and clarity. The initiative supports brokers in developing the skills needed to: - Build trust with senior customers - Navigate complex or emotional conversations around health coverage - Reduce voluntary plan switching through stronger customer relationships - Improve the quality of needs-based and retention-focused conversations This is a skills-based facilitation role, focused on coaching brokers through realistic scenarios and applied exercises that strengthen how they support customers over time. What Makes This Program Different The program emphasizes: - Real-world broker-to-customer conversations with the 65+ population - Behavioral communication skills and consultative engagement - Structured frameworks that help brokers: - Understand why customers consider switching plans - Navigate uncertainty and information overload - Conduct clear, supportive conversations around medical insurance needs - Build trust and long-term relationships with customers Facilitators who have experience delivering customer conversation frameworks, coaching models, or behavioral skill development programs will be especially valuable in this role. What You’ll Do - Lead live virtual sessions via Microsoft Teams using provided facilitator guides, slides, scripts, and scenarios - Facilitate breakout discussions, role-plays, and applied exercises focused on: - Customer-centered conversations - Needs-based questioning - Building trust and rapport with customers aged 65+ - Supporting customers through medical insurance decisions - Handling conversations where customers are considering switching plans - Reinforce key behaviors associated with strong broker performance, including: - Active listening - Empathy and human connection - Structured follow-up - Consultative communication - Review materials in advance and prepare thoroughly for each session - Participate in onboarding sessions and dry runs prior to live delivery - Ensure a consistent and high-quality experience across all cohorts - Provide feedback after sessions to support program refinement - Optionally deliver a supervisor-focused session to help leaders reinforce these communication and retention skills with their broker teams Who We’re Looking For Facilitators who combine strong virtual delivery skills with experience supporting customer-facing teams, particularly those working with healthcare, insurance, or senior populations. Strong fit if you have: - 3+ years of experience in healthcare, insurance, brokerage, sales enablement, customer service training, or retention-focused roles - Experience facilitating skills-based training for customer-facing teams - Familiarity with conversations involving health insurance or Medicare-related topics (helpful but not required) - Experience delivering interactive virtual training sessions (20–30+ learners) including breakout rooms, discussions, and role-play - Experience teaching or coaching consultative communication, retention strategies, or customer trust-building - Strong understanding of compliance-aware communication in regulated environments - Clear, engaging facilitation style and a reliable virtual delivery setup Bonus Points - Experience facilitating customer retention or communication frameworks - Experience working with insurance brokers or healthcare-related customer service teams - Ability to share anonymized examples of customer conversation scenarios - Facilitation certifications or formal training credentials Why Join ELB Learning In a world where automation, robotics, and AI are transforming industries, the pressure to upskill, reskill, and future-proof your workforce has never been greater. Digital transformation isn’t just about adopting new technologies, it’s about empowering your people to grow with them. We take a consultative approach to understanding your goals, then we dig deep to design solutions that turn human capital into a strategic advantage. With ELB Learning, it’s more than a project, it’s a partnership built around your long-term growth and digital evolution.