• Ensure that all Zoho CRM features and settings are accurately configured to meet client needs. • Design and create custom fields and modules in Zoho CRM to tailor the system to client specifications. • Integrate various Zoho applications to work seamlessly together and improve workflow efficiency. • Import client data into Zoho CRM, ensuring data integrity and accuracy. • Create and implement workflow rules that automate business processes within Zoho CRM. • Utilize Zoho's automation features to streamline tasks and improve operational efficiency. • Regularly monitor the CRM system to identify issues and optimize performance.

• Serve as the primary contact for onboarding, training, and ongoing support for customers. • Build strong relationships with customers to understand their goals and ensure their success. • Guide new customers through the onboarding process to ensure a smooth implementation of our product/service. • Conduct product demonstrations and training sessions tailored to customer needs. • Proactively monitor customer health and engagement, identifying risks and opportunities for expansion. • Collaborate with sales and marketing teams to identify upsell or cross-sell opportunities. • Act as the customer's advocate within the organization to resolve issues promptly. • Coordinate with technical and product teams to address customer feedback and improve user experience. • Track and analyze key metrics such as Net Promoter Score (NPS), churn rate, and customer satisfaction. • Provide regular reports and insights to management on customer trends and areas for improvement.

• Act as the primary point of contact, ensuring clear, consistent, and professional communication with clients • Build and maintain strong, long-term client relationships based on trust and value • Assess client needs and make strategic recommendations aligned with their business goals • Lead client discussions, manage expectations, and confidently guide decision-making • Resolve client issues efficiently, exercising sound judgment in high-impact situations • Monitor client satisfaction, gather insights, and proactively identify opportunities for improvement • Collaborate with internal teams to deliver solutions that enhance the overall client experience • Support client retention and growth through consultative engagement and service excellence.

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational item, whether they are due to product challenges, gaps or changes withing the industry or local market • Ensure client retention through delivery of exceptional service and support • Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution • Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape • Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals • Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership • Maintain weekly communication with assigned clients and document health of clients in weekly status reporting and quarterly client reviews • Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives • Lead tailored product demonstrations to show the value of additional HHAeXchange solutions • Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings • Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required • Collaborate with sales team to identify and grow opportunities within market • Address gaps in implementation, services, support and or/client needs • Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc. • Other duties as assigned by supervisor or HHAeXchange leader • Travel 10-25%, including overnight travel