• Als unser* e neue* r Werkstudent*in im Bereich CRM wirst du eine wichtige Rolle in der Gestaltung unserer Kundenkommunikation und -bindung übernehmen. • Du unterstützt das Team bei der Planung, Umsetzung und Analyse von E-Mail-Kampagnen, arbeitest mit CRM-Tools und hilfst dabei, unsere Customer Journeys weiterzuentwickeln. • Mit deinem Auge für Daten und Interesse an Marketingprozessen trägst du dazu bei, dass unsere Kommunikation persönlich, relevant und wirkungsvoll ist. • Unterstützung bei der Planung, Umsetzung und Optimierung unserer CRM-Kampagnen. • Mitgestaltung von Segmentierungs- und Personalisierungsstrategien mithilfe moderner CRM-Tools. • Analyse von Kampagnen-Performance und Ableitung konkreter Optimierungsvorschläge. • Entwicklung von Customer Journeys und Lifecycle-Kampagnen entlang der gesamten Customer Experience.

• Act as the primary point of accountability for customer success, satisfaction, retention, and long-term value realization. • Drive gross retention and net revenue retention by ensuring customers adopt, expand, and fully realize the clinical and operational value of ScreenPoint’s solutions. • Identify expansion, upsell, and cross-sell opportunities in partnership with Sales, based on customer goals, usage patterns, and maturity. • Monitor customer health indicators and identify early risk signals, develop mitigation plans, and proactively intervene before issues escalate. • Deliver Executive Business Reviews (EBRs) that articulate clinical and operational outcomes, value delivered, and future opportunities. • Deliver high-impact clinical training for breast radiologists and clinical teams (virtual and onsite). • Collect, synthesize, and communicate customer feedback to Product, Engineering, Sales, and Marketing. • Partner cross-functionally to ensure seamless customer experiences from pre-sales through renewal.

• Own the customer relationship end-to-end from planning stages prior to the roll out, through expansion of the account by proactively identifying gaps, building alignment across stakeholders, and architecting success strategies • Operate with high autonomy to define, build, and iterate processes that drive adoption, retention, and growth across complex, multi-location enterprise customers. • Drive results through disciplined project management, ensuring accountability across internal and customer teams, tracking milestones via shared G-Suite systems, and adapting quickly to changing priorities. • Leverage strategic relationship management to build multi-threaded connections with customer executives and Toast leadership, enabling long-term partnerships and advocacy. • Act as a builder and operator, constantly improving internal playbooks, workflows, and tooling to scale enterprise success motions as Toast continues to grow. • Collaborate cross-functionally with Sales, Product, Marketing, and Operations to remove friction, close feedback loops, and escalate customer challenges to resolution.

• Own customer satisfaction for RCM customers and drive measurable improvement over time. • Build and run an RCM customer feedback program (CSAT collection, reporting, and action plans). • Execute a consistent customer engagement cadence 30/60/90-day check-ins starting after onboarding and first claim/bill. • Ongoing baseline support and proactive touchpoints. • Quarterly CSAT trend reviews and improvement planning. • Manage customer escalations related to satisfaction drivers. • Triage and coordinate work across Billing, Onboarding/Implementation, and Product/Support, ensuring clear ownership, deadlines, and customer updates. • Track and improve operational performance metrics (i.e. ticket volume, time to resolution, and customer health score). • Use tools and data to identify trends, root causes, and repeat issues and partner internally to prevent them. • Maintain strong documentation in internal systems so work is visible, repeatable, and measurable.