• Lead end-to-end customer implementations of Ridgeline’s enterprise platform with confidence and accountability • Define project scope, allocate resources, and develop execution plans that align with customer goals and Ridgeline’s standards • Establish and maintain strong communication with customer stakeholders, ensuring alignment and transparency throughout the project lifecycle • Identify, assess, and mitigate risks while fostering a problem-solving culture across cross-functional teams • Manage project budgets and schedules with precision, balancing efficiency and adaptability • Contribute to a collaborative team environment by leading with resilience, positivity, and a commitment to outcomes • Build trusted relationships with both internal and external partners, influencing through clarity and integrity • Take ownership of critical project tasks, stepping in hands-on when necessary to ensure delivery excellence

• Define and implement a company-wide support strategy and vision, with a focus on scalability, efficiency, and customer experience. • Standardize and operationalize support workflows across teams (triage, escalation, incident management, and knowledge management). • Establish strong, structured partnerships with Engineering and Product to improve issue resolution, root cause analysis, and feedback loops. • Drive adoption of new tools, automation, and AI technologies to scale support operations and reduce manual effort. • Build a metrics-driven support organization, defining and tracking KPIs (e.g., SLAs, resolution time, CSAT, ticket deflection). • Develop and maintain internal and external knowledge systems to enable self-service and team efficiency.

• Manage a portfolio of clients with a primary focus on expanding revenue within the existing base, working consultatively to increase adoption, usage maturity, and value generation of Clinicorp products. • Lead client relationships throughout the customer journey, ensuring a consistent, strategic, and results-driven experience that sustains growth. • Analyze operational, financial, and platform usage data to identify expansion opportunities, anticipate risks, and drive tailored action plans. • Actively educate clients about the Clinicorp product ecosystem, connecting features, solutions, and use cases to the realities of clinical management. • Conduct strategic meetings, results presentations, and online trainings, clearly demonstrating the platform's impact and return on investment. • Support clients in integrating and evolving their processes within the platform, increasing usage and depth of the contracted solutions. • Manage critical situations and complex challenges, preserving relationships and unlocking growth opportunities through problem resolution. • Execute, maintain, and propose improvements to the team's workflows, playbooks, and processes, focusing on scalability, efficiency, and revenue impact. • Work collaboratively with Product, CRM, and Customer Marketing teams to ensure strategic alignment in expansion initiatives. • Represent the Customer Success team at online or in-person events when requested, with messaging aligned to the company's growth strategy. • Serve as a technical and strategic reference within the team, supporting onboarding and the development of other analysts, particularly on revenue expansion and client management topics.

**Role Overview**As a Spanish-Speaking Customer Service Representative, you will be responsible for handling inbound and outbound customer communication, assisting with inquiries, resolving issues, and ensuring a smooth customer experience. You’ll work closely with internal teams while maintaining clear and professional communication in both Spanish and English. **Job Responsibilities**- Handle inbound and outbound calls, emails, and messages in **Spanish and English**- Assist customers with inquiries, concerns, and issue resolution in a timely manner- Provide accurate information about products, services, or processes- Document interactions and update customer records in CRM systems- Follow up with customers to ensure issues are fully resolved- Escalate complex concerns when necessary- Maintain a high level of professionalism and empathy in all interactions- Meet performance metrics such as response time, resolution rate, and customer satisfaction