Role Description We are looking for a Military Coordinator/Payor Success Associate to join our operations team. The Military Coordinator/Payor Success Associate is responsible for handling a higher level of contacts and back-office processes, including: - Health Plan Support - Customer Success inquiries - Unmatched clients/members - VIP escalations - Internal escalations - Ad hoc items, as needed They will prioritize incoming requests and adjust workflows accordingly to ensure efficient and effective resolution of issues. Additionally, they will serve as a liaison between the Payor Success team and customer support to provide assistance with client/member-facing questions. The Payor Success Associate is committed to continuous improvement and identifies, develops, and implements processes that enhance Talkspace's services, contributing to the evolution of internal processes and workflows. In close collaboration with the product team, they identify trending and new issues, proposing short and long-term solutions, while fostering teamwork by actively sharing client feedback, feature requests, and enhancement opportunities across various departments. This is a remote position based on Eastern Time. Talkspace Headquarters is located in NYC. Qualifications - Bachelor's Degree is preferred. - 2+ years of professional experience in Customer Service. - Proficiency working with Jira, Confluence, Google Workplace, Zendesk, Looker. - Attention to detail. - Client-centric approach to work. - Excellent communication and collaboration skills. Requirements - Handle all referrals of military members into the Talkspace workflow: - Incoming Faxes - Tricare portals - Coordination with medical records - Engaging members into care via email and calls - Internal escalations - Ad hoc items, as needed - Prioritize all incoming requests and adjust workflow as needed. - Assist the customer support team with client/member facing questions, as needed. - Identify, develop and implement processes that allow Talkspace to continuously deliver new and enhanced services. - Identify and implement improvements to internal processes and workflows. - Work with the product team to identify trending/new issues, including short & long term solutions. - Collaborate closely with other teams, sharing client feedback, feature requests, and enhancement opportunities. - Perform other related duties as assigned. Benefits - Comprehensive Medical, Dental and Vision plans coverage since day one - Pre-tax benefits: HSA/ FSA - 401k Retirement Savings Program with matching up to 4% - Voluntary benefits including disability, basic life or pet insurance, etc. - Monthly Wellness Stipend to promote mental and physical self-care - Flexible PTO and Remote First Environment - Regular team events, including Wellness Workshops and Team Building Events - Free access to Talkspace products for you and one household member, as well as access to a friends and family discount!

• Own and iterate DroneDeploy Academy for HV and Scaled segments, including persona-based learning paths, certifications, and short courses tied to core use cases. • Build and maintain scalable enablement assets (demo scripts, micro-demo videos, evaluation kits, ROI templates, playbooks) that GTM teams can run without live SE support. • Run recurring webinars, office hours, and workshops for customers and GTM teams, and reuse recordings and materials in self-serve channels. • Partner with Renewals leadership and managers to standardize health checks, QBR/EBR narratives, and expansion plays for the Scaled book of business. • Support selected HV opportunities with focused solution demos and simple, outcome-oriented evaluation plans, and document patterns that can be reused across similar deals. • Develop deep product and workflow expertise across Unified Aerial/Ground, Automation (docks/robotics), and Intelligence/AI products, plus recommended hardware and integrations, and reflect that expertise in all enablement content. • Use CRM, LMS/CMS, product/usage analytics, and AI-generated insights to prioritize, measure, and refine scaled programs based on impact. • Collaborate closely with CSEs, SEs, CSMs, Product, Support, and PMM to keep content current, aligned with field feedback, and integrated into new product and campaign launches.

• Act as a trusted/strategic advisor for customers, driving the entire Customer Success lifecycle from onboarding to expansion • Become the trusted Cribl expert as customers transform data in their organization to support both security and observability outcomes • Establish and maintain relationships with stakeholders and senior management to drive success plans and KPIs at our largest customers • Communicate effectively to our tech touch customers utilizing our customer success platform to automate our ability to respond using data-driven metrics • Drive continued and expanded value by expanding usage of existing use cases and identifying new use cases, teams and data sources to reduce, enrich, and route data • Clear, effective communicator and collaborator working cross-functionally with the Cribl sales, marketing, product, experience, and engineering teams as the voice of the customer • Keep our customers healthy in their customer journey with Cribl to realize value with their purchase and continue to grow as a customer • Continually inspire, mentor, and coach team members as an integral piece of the Customer Experience organization • You may be required to occasionally perform duties outside your standard working hours

Role Description We are looking for a Customer Success Producer operating at the intersection of game monetization, analytics, and customer growth — with a strong focus on driving measurable outcomes. This role goes beyond traditional Customer Success. You will work deeply with our partners’ games, identifying revenue opportunities, shaping LiveOps strategies, and directly influencing monetization performance. You will collaborate with experienced game teams that already operate with data, LiveOps, and analytics — but require a partner who can connect insights to action: what to change, why it matters, and how to execute. Your scope will include offer design, pricing strategy, experimentation, and transitions to direct-to-consumer (DTC) models. Responsibilities - Game and Monetization Strategy - Perform weekly analysis of game sales, monetization metrics, and retention KPIs. - Evaluate UX of in-game and web stores and recommend optimizations. - Propose and plan new LiveOps campaigns, promotions, and offers—both in-game and on the DTC hub. - Design A/B tests to validate changes in offers, pricing, and promotion strategies. - Maintain clear weekly meeting notes with insights and action items. - Customer Growth Enablement - Partner with customer teams to identify opportunities for direct-to-consumer (DTC) revenue growth. - Design and execute tailored revenue transition plans that shift sales from third-party platforms to Aghanim-powered DTC channels. - Actively contribute to the development of scalable onboarding and integration processes that reduce time-to-value for new customers. - Support customers with technical and strategic guidance as they integrate Aghanim’s solutions into existing business and monetization systems. - Proactively identify upsell opportunities and communicate how Aghanim’s full suite of tools can increase profitability. - Support A/B testing initiatives related to offers, pricing, and events. - Collaborate directly with the VP of Customer Success on strategies to improve retention and revenue expansion. - Identify areas where AI can enhance LiveOps, CRM, and personalization workflows, and guide customers in adopting these tools. - Strategic Collaboration and Internal Advocacy - Collaborate with customers to identify unique requirements and deliver tailored solutions that maximize monetization and user engagement. - Serve as the internal advocate for key customers, ensuring their needs and feedback are reflected in product development, engineering priorities, and business strategy. - Work closely with cross-functional teams including Product, Data, Engineering, and Implementation to deliver cohesive and aligned execution on customer initiatives. Qualifications - 3+ years of experience in mobile or F2P games in roles such as: - Game Producer or Executive Producer - LiveOps / Monetization Specialist - Product or Data Analyst (with decision-making authority) - Proven experience working with large language models (LLMs) or GenAI tooling - Advanced proficiency in Google Sheets and SQL - Strong foundation in statistical reasoning and data-driven decision making - Ability to draw actionable business insights from complex datasets Preferred Qualifications - Familiarity with direct-to-consumer (DTC) commerce or CRM tools in gaming - Experience using Python for data analysis (e.g., pandas, matplotlib, scikit-learn) What We’re Looking For - Proactive and independent thinker who can identify opportunities without a detailed spec - Clear communicator who writes structured meeting summaries and drives accountability - Strategic mindset combined with analytical rigor and execution ability Success Metrics - Percentage of customer revenue transitioned to Aghanim-powered DTC platforms - Growth in ARPC (average revenue per customer) - Improvements in customer retention and LTV driven by LiveOps and offer optimizations - Consistent delivery of high-quality weekly reviews and actionable plans Company Description Aghanim helps game developers achieve financial and creative independence by providing the solutions they need to launch, run, and grow their businesses.