• Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone. • Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication. • Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. • Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience. • Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. • Maintain a high standard of service quality, empathy, and professionalism in every interaction. • Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.

• Onboarding and Account Management / Customer Success: Managing customer relationships, you’ll be the point of contact for many of our employer partners and users. • Customer Support: You’ll lead our customer support function. This means you’ll be at the heart of it all - hearing valuable feedback from customers and end users. • Build operational tests and processes for the first time. We are still early - this means you will be iterating on existing processes and building new ones • Travel 50% or more as needed to meet with clients and attend events.

• Support expansion within enterprise accounts by onboarding new clients and ensuring a seamless, high-quality experience at every stage. You'll play a role in setting up accounts for success, guiding adoption, and helping our enterprise partners deliver value to their end clients. • Act as a trusted day-to-day contact, helping clients navigate questions, share feedback, and get the most out of the product. • Use data and insights to spot trends, identify opportunities, and support account growth strategies. • Join client conversations to reinforce value, align on priorities, and help drive progress across key initiatives. • Contribute to the evolution of our internal tools and processes, helping lay the groundwork for scalable enterprise account management. • **Travel up to 70% for client visits and events. **

• Manage a portfolio of existing, “live” customers on the SmarterDx platform • Develop deep relationships with customers at all levels, acting as the customer's trusted advisor, and providing guidance and knowledge to help them achieve their business objectives • Be a key contributor to team tools, templates and processes, such as implementation plans, CS playbooks, and customer onboarding processes • Lead hand-offs from Sales to CS, through implementation and go-live • Coordinate with internal teams to resolve customer issues, access additional resources, and facilitate the solutions needed by customers • Monitor client performance, report on financial impact to customer executives, drive product expansion, and work with sales to execute renewals • Identify actionable insights by combining your understanding of customer needs, revenue cycle operations, and healthcare data • Deliver customer feedback as a voice of the customer to internal teams, identifying customer needs, ideas, and challenges, and advocate for solutions and product enhancements • Surface customer success stories, and help build a list of reference customers • If necessary, coordinate implementation with clients and internal teams to ensure a successful launch