• Design and operationalize the tech-touch Customer Success strategy for ~1,000 non-managed accounts • Develop segmentation models based on account size, payout trends, user growth, and engagement signals • Build structured lifecycle playbooks covering onboarding, activation, growth, and re-engagement • Define and implement a customer health scoring framework using data from Looker (usage and revenue signals) and HubSpot (account and engagement data) • Monitor payout volume, transaction frequency, and roster trends in Looker to detect early signs of decline • Establish thresholds and triggers for intervention • Design and execute segmented campaigns using HubSpot to drive adoption and engagement • Develop proactive education initiatives to increase feature utilization • Continuously analyze campaign performance and refine outreach strategy • Use AI tools (e.g., Claude, workflow automation platforms) to design, prototype, and deploy scaled engagement programs, health scoring models, and reporting dashboards • Identify manual or repetitive processes across the Customer Success workflow and build automated solutions to replace them • Personally engage with high-risk or high-potential accounts when data indicates intervention could improve outcomes • Conduct structured check-ins focused on usage trends, operational friction, and growth opportunities • Identify usage growth patterns in Looker that indicate upsell potential • Create structured processes for surfacing qualified opportunities to Sales • Partner with the GTM CRM Administrator to define segmentation logic and reporting requirements

• Design and Develop an AI Feedback Agent: You will lead a high-impact capstone project to build an AI agent that automatically gathers, synthesizes, and prioritizes product feedback from diverse data sources. • Data Mapping and Analysis: Collaborate with stakeholders to discover and map unstructured data sources—including meeting logs, emails, and support cases to define metrics for 'meaningful feedback'. • Prototyping and Testing: Design and execute test cases to evaluate the accuracy and reliability of the AI feedback pipeline, iterating on prompts, data inputs, and synthesis logic based on findings. • Strategic Project Presentation: Document the final AI synthesis framework and present your findings and lasting results to Actian during the Week 12 Internship Showcase.

• Partner with Customer Experience, Customer Success, and Support stakeholders to evaluate current workflows, identify friction points, and uncover high-value opportunities for AI enablement • Analyze repeatable, manual tasks and recommend ways to improve efficiency, consistency, and quality through AI-assisted workflows • Design, test, and refine prompts, templates, and lightweight automations that support common CS use cases such as customer summaries, follow-up communications, account prep, and internal handoffs • Help document and operationalize best practices for AI usage, including prompt structure, workflow guidance, and practical team enablement • Lead a capstone project focused on AI Productivity & Scale for CX/CS, culminating in a final set of recommendations, prototypes, prompts, and reusable assets that help the team adopt AI more effectively

• Design and implement a scalable customer engagement strategy for the US market. • Build and develop a team of customer engagement specialists, while managing own strategic accounts. • Build and refine process, reporting, software tools and interface with other teams to enable successful execution of engagement with the live customer base. • Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn. • Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion. • Analyze, present and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals. • Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results. • Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT. • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development. • Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments. • Reinforce product training and introduce new features/upgrades to the clinical teams. • Product operation and troubleshooting, supported by our expert technical teams. • Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team. • Supports and manages various components of the customer lifecycle (such as, the pre-sales process, set-up, onboarding and training, onsite engagement, technical support, customer renewals, product improvements, up- and cross-selling and coaching of the commercial team) to maintain customer loyalty and satisfaction. • Tracks customer performance, maintains customer engagement, acts as a consultant, and deploys strategies so product value can be harnessed to the maximum while enabling customer goal achievement.