• Review large amounts of customer usage data to identify trends, patterns, and opportunities for growth. • Anticipate and monitor at-risk clients by building health scores and alert systems to ensure concerns are managed promptly. • Identify expansion opportunities within our self-serve customer base and develop automated playbooks to help them grow their usage. • Assist the Customer Success Team with workflows and data for accurate tracking and reporting to different stakeholders. • Provide feedback to our product and design teams on how we can build improved products based on user behavior data. • Develop and maintain automations that streamline the customer journey for self-serve users. • Help define the customer journey by deploying processes that help customers take advantage of Wordly technology. • Assist the Sales and Success teams with ad-hoc data requests and deep-dive account analysis. • Help drive customer optimization discussions leading to UX improvements and best practices. • Act as an advocate on behalf of the customer and as an expert, offering in-depth and first-hand understanding of their experience and product needs • Note that everyone takes a turn being our first line of support. This means • Answering emails and chats for some of our customers • Investigation and troubleshooting of situations from customers • Answering our 24/7 emergency line on a rotating basis

About Lumen Lumen connects the world. We are igniting business growth by connecting people, data and applications – quickly, securely, and effortlessly. Together, we are building a culture and company from the people up – committed to teamwork, trust and transparency. People power progress. We’re looking for top-tier talent and offer the flexibility you need to thrive and deliver lasting impact. Join us as we digitally connect the world and shape the future. The Role Acts as a single point of contact for a group of assigned customer accounts which typically have a medium revenue scope or have moderate product needs. Manages any interactions from the customer order through billing to ensure highest levels of customer satisfaction. Promotes revenue growth, retention, and overall customer satisfaction. Serves as the conduit and escalation point for exception problem management of customer troubles and issues in the areas of order entry, order validation, service activation, test and turn-up, customer access group, technical customer account management, disconnects and billing activities. The Main Responsibilities • Act as single point of contact for intermediate level implementation lifecycle management on a group of assigned customer accounts. • Partner closely with sales and service delivery eco-systems to understand and implement sold solutions. • Provide critical date management and escalation support to meet committed delivery objectives. • Validate order details for sold services • Follow established protocol for submitting orders to Order entry and provisioning. • Provide timely response to customer and service delivery inquiries. • Pro-actively manages the customer’s service needs to ensure the highest levels of customer satisfaction and that their expectations are met. What We Look For in a Candidate • Bachelor’s Degree or minimum, 1-2 years of related experience • Customer service, problem solving and analytical skills • Verbal, written and interpersonal communication skills • Collaboration skills and use a team approach to accomplishing work • Self-starter • Ability to multi-task • Experience using Computer Systems and Windows-based applications including word processor, spreadsheet Preferred Qualifications: • Understanding of technical products and services • Basic Project Management skills • Knowledge of order process and technical side of the provisioning process • 1 to 3 years of telecommunications/technology experience. Requisition #: 341527 The above job definition information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Job duties and responsibilities are subject to change based on changing business needs and conditions. We are committed to making reasonable adjustments to the recruitment process for people with disabilities. If there is anything we can do to help you, please let us know. We are committed to providing equal employment opportunities to all persons regardless of race, religion, colour, sex, age, disability or sexual orientation or any other status protected by local or national law. We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Join a diverse and inclusive culture where everyone is welcome and every voice is heard. A culture where people feel they belong, can be themselves and feel inspired to share different perspectives. Our culture, shared values and behaviours truly make Lumen a fantastic place to work and provides an environment where people can genuinely thrive.

• Solve complex issues in Salesforce • Act as the Salesforce specialist on strategic CRM projects • Gather requirements from business areas and translate them into technical solutions • Design functional architecture and support technical architecture decisions • Configure, customize and optimize Salesforce (Sales/Service/Experience, etc.) • Ensure best practices, governance and quality of deliverables • Lead workshops, trainings and discovery sessions • Support the team in incident resolution and continuous improvements

• Drive long-term value, adoption, and growth across Clearspeed’s most strategic key clients. • Partner closely with executive stakeholders, product, sales, and delivery teams to ensure measurable outcomes, retention, and expansion. • Own the post-sales relationship for strategic clients, acting as the primary point of contact. • Build strong relationships with executive sponsors and operational leaders. • Develop and execute client success plans aligned to business objectives and outcomes. • Partner with clients to understand their current and future business goals and challenges. • Ensure clients realize measurable value from Clearspeed’s solutions. • Drive product adoption, usage, and best practices across client organizations. • Identify expansion, upsell, and cross-sell opportunities in partnership with Sales. • Manage renewals and proactively mitigate churn risks. • Track and report on client health, KPIs, and success metrics. • Serve as a subject-matter expert on Clearspeed’s technology, use cases, and roadmap. • Lead client calls and product training sessions as well as providing ongoing consultation on best practices and effective workflows. • Lead executive business reviews, QBR’s, POV evaluations and strategic planning sessions. • Translate client feedback into actionable insights for Product and Engineering teams. • Advocate for client needs internally while balancing scalability and product strategy. • Partner with Sales on onboarding, account strategy, and commercial growth. • Coordinate with Implementation, Support, and Product teams to deliver a seamless client experience. • Track all client requests, product enhancements and software bugs. • Contribute to process improvements, playbooks, and client success best practices. • Perform additional related duties as required.