• Manage a portfolio of strategic customers (high-expectation), acting as the account owner with a comprehensive view of the customer (business, requests, history, pain points, and opportunities); • Actively and relentlessly follow up on requests, projects, and negotiations, ensuring progress and the closing of cycles; • Maintain a close, strategic, and assertive relationship with customers, building rapport and positioning yourself with authority; • Act proactively in crisis management, anticipating issues and intervening before escalation; • Monitor customer support requests and intervene actively, seeking rapid resolution — not just ticket routing; • Focus on problem-solving, mobilizing internal teams (product, support, technical, commercial) and accelerating solutions; • Manage the full customer lifecycle (onboarding, ongoing, retention, and expansion); • Lead negotiations, technical alignments, and delivery follow-up with a consultative and solution-oriented approach; • Track customer success metrics and continually work to improve experience and outcomes; • Use tools such as Totango, Jira, GLPI, and direct channels (e.g., corporate WhatsApp) for active portfolio management.

• Immediate Outreach: Contact members promptly regarding out-of-range vital signs or device readings. • Mobile Care Management: Assist members with the use of mobile care management devices. • Risk Identification: Communicate with members to identify risks and educate them on recommended device ranges. • Health Education: Educate members about concerning symptoms and options for outreach, including when to refer to the ER or alternatives. • Resource Maximization: Maximize members' access to available resources for optimal care. • Team Collaboration: Assist health coaches, customer service, and tech support teams as needed and collaborate with the entire care team to support members effectively.

• Track customer concerns, identifying trends and driving calls • Work cross-functionally to remove customer obstacles • Ensure every customer has an extraordinary experience • Listen for opportunities to upsell customers

• Supports the day-to-day operations of the Customer Service Team in promoting sales, obtaining orders and providing service to our customers. • Obtains orders, provides customers timely follow-up on technical inquiries, maintains reports, actively participates in the marketing and sale of products and services. • Resolves customer billing problems, and provides input on product evaluations, code descriptions, inventory management, and pricing development. • Works closely with sales and marketing staff to exceed sales and gross profit objectives. • Provides proactive customer service including order entry, expediting, pricing, returns, coordinate deliveries and follow-up on customer inquiries as required. • Provides timely follow-up on customer technical inquiries and requests. • Maintains Open Order Reports, Billing Block Reports and other necessary reports consistently.