• Work directly with shop owners and their teams to realize greater value out of AutoLeap through deeper adoption • Manage registrations and adoption of our integrated payments module, including contacting customers & third party vendors via phone and email, updating information and delivery of incentive plans • Manage the support phone line and assist with customer product and billing questions incoming from that line, ensuring appropriate next actions are taken • Work on other projects and initiatives of the Customer Success team on an as-needed basis

• Drive Ontic Platform adoption, focusing on helping your clients achieve their business objectives. This role requires a person who is excited to be hands-on in the Platform • Own client communication to ensure a streamlined client experience • Identify growth potential for clients as it relates to additional Ontic Platform functionality or Service opportunities. Coordinate with Sales colleagues to execute on those opportunities • Forecast client renewals, ensuring retention • Orchestrate internal Ontic cross-functional teams to ensure the voice of the client is being represented as it relates to product and strategic decisions • Work collaboratively to address client challenges with a sense of urgency • Seek out opportunities to help the growing Client Success team scale efficiently with tools like Salesforce, Pendo, Domo, JIRA

• Serving as the primary day-to-day point of contact for customers live on the Arcadia platform • Connecting the dots between platform functionality, data dependencies/data model, and customer use cases to support capability adoption plans • Be a resource with shared accountability for achieving and maintaining high Net Promoter Scores for assigned customers • Driving adoption and scaling the use of Arcadia capabilities at your customers to pave a path for Arcadia capability growth • Investigating escalated and highly complex issues to develop remediation plans with internal teams. Driving complex issue resolution through collaboration with cross-functional Arcadia teams • Managing the implementation of product upgrades, significant platform changes, annual quality measure updates, and data integration quality control processes. • Developing strong customers relationships and effectively communicating issue root cause/remediation and product functionality • Learning customers’ business goals to facilitate internal decisions, e.g. strategize platform upgrades, prioritization of updates, understand issue impact, internal escalation and managing platform adoption. • Conducting customer trainings and demos across the Arcadia product suite to facilitate adoption • Acting as the translator between internal and external teams regarding complex technical concepts and business needs • Educating customers on Arcadia processes including data integration, data processing, upgrades, issue resolution • Gaining an in depth understanding of value-based care and how Arcadia tools support customers to achieve success across multiple population health programs • Mastering the Arcadia Product Suite and understanding Arcadia’s data flow processes to be first line of support for customers • Leveraging tools such as Jira, Confluence, Smartsheet, and SQL

• Serve as the main point of contact for portfolio clients • Monitor clients’ health, detect risks and proactively address concerns • Provide an excellent onboarding experience to new customers • Communicate with client and internal stakeholders • Identify and manage project work structure, tasks, deliverables, milestones, and dependencies • Interface with clients and the business team to determine solutions to problems • Create, manage and organize project documentation • Ensure that all project work is reviewed and meets quality & accuracy requirements • Analyze project success vs. challenges to improve on processes to make each new project more successful than the last • Think outside the box! Identify workarounds to achieve our goals