• Lead a Portfolio of Clients: Oversee multiple client relationships, managing delivery of post-go-live support, enhancements, and optimization services • Problem Solve in Real Time: Tackle high-impact, day-to-day operational challenges, ensuring client satisfaction and operational continuity • Drive Client Success: Influence client roadmaps, recommend improvements, and identify growth opportunities within your accounts. • Team Leadership: Lead and mentor a team of functional and technical consultants, fostering continuous development and collaboration across Canada, Mexico, and other global locations • Support Sales: Partner with the Sales team by providing strategic delivery insights during the sales process • Ensure Process Excellence: Contribute to the definition and improvement of Client Services delivery processes, KPIs, and best practices • Manage High-Risk Services: Confidently manage escalations, contract scope, and client communications at an executive level

• Serve as a primary contact for client inquiries via Jira, email, and phone. • Manage, categorize, and resolve tickets with proper follow-up. • Perform basic troubleshooting (password resets, permissions, account updates, simple configuration changes). • Gather full context to understand the issue and escalate when needed. • Create and maintain documentation for recurring workflows and client-facing instructions. • Write clear guides, FAQs, and help articles to reduce ticket volume. • Document resolutions thoroughly, including steps, screenshots, and next actions. • Keep internal documentation repositories organized and up to date. • Execute simple system updates or adjustments as directed. • Maintain accurate logs of support requests and system changes. • Assist with onboarding tasks like account setup and access provisioning. • Support ad-hoc administrative duties related to customer accounts. • Work with Business Analysts and Engineering on escalated issues. • Provide complete context when escalating (steps, screenshots, details). • Participate in internal feedback loops to improve product and processes. • Deliver clear, friendly explanations of solutions and troubleshooting steps. • Maintain a patient, professional, and service-focused tone across all interactions.

• Build and nurture client relationships with innovative organizations • Help existing clients architect future state operating models from diverse research studies • Maximize the value from the Client’s research and innovation engagements

• Build the initial client relationship and confidence in our firm with every prospective client interaction • Take 150 – 200 calls per day in a professional inbound/outbound call center environment • Sign up 4 new cases per day to the firm • Be expected to meet occupancy and adherence goals • Be expected to maintain a minimum call quality score of 90% • Consistently build the client relationship and confidence in our firm with every client interaction while proactively contacting clients to ensure the relationship is maintained • Solve problems and maintain confidentiality • Keep updated records and detailed documentation of client interactions, concerns, and complaints in a paperless database system • Use good judgment to discern what issues may be urgent and need a manager’s or director’s attention immediately