• Handle inbound cancellation and downgrade requests, identifying root causes and executing save strategies aligned with policy and commercial guardrails. • Engage escalated customers who are at risk of churn due to product confusion, perceived value gaps, or operational friction. • Support inbound upgrade requests, ensuring customers understand plan value and feature differences • Conduct follow-up outreach after upgrades to drive early adoption and reduce post-purchase churn. • As a SQUIRE platform expert, provide practical, outcome-oriented guidance: not just how features work, but how customers know features are working for them. • Act as a trusted product translator during retention, upgrade, and adoption conversations. • Deliver video-based training sessions ad hoc as needed to achieve product adoption (new shop employees, customers upgrading plans or adding features, etc) • Reinforce self-service resources and best practices to reduce future friction and support dependency. • Partner with Support, Customer Success, Product, and Ops to refine save motions, upgrade experiences, and adoption workflows. • Contribute feedback on where automation can replace or augment manual outreach as volume and maturity increase.

• Processes audit and project requests for various Health Plans. • Understand objectives/goals of the client as well as the processing rules for each account. • Able to maintain daily team achievement rate of 100% • Reports system and account anomalies as needed • Recognizes and identifies potential errors and executes the needed steps to for correction. • Demonstrates proficiency in utilizing multiple procedures, systems, and databases. • Assists with additional duties as needed.

• Provide excellent customer service by addressing tenant inquiries and concerns promptly and professionally. • Handle inbound calls and route them to the appropriate department or personnel. • Maintain effective tenant relations by ensuring all communications are clear, courteous, and timely. • Assist in property management tasks, including administrative support and documentation. • Utilize professional phone etiquette to manage and resolve tenant issues efficiently. • Conduct follow-up communications to ensure tenant satisfaction and issue resolution. • Support real estate operations by coordinating with various departments to streamline processes. • Prepare and manage written communications with tenants, ensuring clarity and professionalism.

• Establish and optimize CareMessage’s customer experience infrastructure, lifecycle standards, and operational rigor. • Focus on building scalable systems for high-quality onboarding, engagement, health monitoring, and customer enablement across segments. • Work closely with the Chief Customer Officer and manage the Sr. Manager of Professional Services and Customer Success functions. • Ensure Gainsight optimization, standardized playbooks, customer lifecycle clarity, and scalable outreach models. • Strengthen the operational foundations that make retention, adoption, and customer health predictable and measurable.