• driving our partners’ adoption of WordPress and other Automattic products • working closely with our partners to resolve their incoming requests • collaborating with partners to define website functionality • diving into WordPress and WooCommerce configurations • leading high-touch deployments or launches • acting as the “voice of the customer” for our product teams

• Serve as the primary technical point of contact for Strategic, Enterprise, and Mid-Market accounts. Build and maintain proactive partnerships with technical contacts at assigned accounts. Create, maintain, and improve account-specific technical documentation. • Maintain a macro-level understanding of account business needs and support activities. • Exceed benchmarks for response quality, timeliness, and customer satisfaction. • Operate and drive account health campaigns for your portfolio of customers. • Build internal and external relationships to resolve technical issues across all organizational levels. • Collaborate with Product and Engineering to implement hardware, data, or process fixes with minimal user disruption. • Use data tools to trace inconsistencies and bugs, reporting findings to senior technical teams. • Own end-to-end resolution of escalated cases to ensure a premium customer experience. • Own the troubleshooting, identification, and resolution process for all assigned customer issues. • Monitor upcoming product releases to ensure seamless transitions for customers. Advocate for customers in Motive beta programs. • Create SQL-based queries to identify and address emerging technical issues. • Participate in rotations and provide off-hours assistance for upgrades and change management.

• As a critical member of the Customer Success team you will be responsible for the retention and expansion our largest Enterprise customers • You will be part of a team that will work closely with Sales to strategize on how to increase the adoption of Hightouch within large organizations • From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices • Provide customers with clear proactive technical guidance and expertise across all our products • Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations • Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level

• serve as a liaison between Availity’s technical teams, health plan analyst, Strategic Account Managers (SAS) and the strategic health plan partners • ensure that the products or services align with the customers' technical needs and business objectives • proactively build, maintain, and expand relationships with strategic Payer Partners • provide exceptional customer service and support to build strong, long-term relationships with clients • provide thought leadership and deliver account management excellence • communicate with accounts on a regular basis based on tier structure and need, via newsletters, email, phone, and/or face to face meetings • consult with Health Plan customers to identify and qualify opportunities to up-sell new products or services