• Lead and grow a team of Customer Success Managers to achieve targets for retention and engagement for home care agencies. • Implement processes that drive high levels of adoption across our network with new programs and product offerings. • Build and maintain strong relationships with agency partners, serving as their main point of contact. • Develop and implement streamlined processes and standard operating procedures (SOPs) to enhance team efficiency and consistency. • Drafting and editing presentations and webinars to communicate key initiatives, updates, and insights to internal and external stakeholders. • Develop, test, and implement strategies to increase customer satisfaction, including regular check-ins, surveys, training, and feedback sessions. • Collaborate with internal teams, including Sales, Marketing, Product, and Operations, to ensure a seamless customer experience and channel customer feedback to the broader division. • Analyze data and develop reports to track progress and identify areas for improvement by creating daily metric based scorecards to increase the team’s visibility into their own KPI achievement. • Provide coaching and training to Customer Success Managers to ensure they have the necessary skills and knowledge to effectively manage their portfolio.

• Act as the primary advocate for partners, ensuring their needs are surfaced and addressed. • Drive measurable partner outcomes, ensuring institutions meet their goals with our solutions. • Serve as the escalation point for partner support issues. • Capture partner feedback and translate it into actionable insights for product and engineering.

• Lead the Scale Motion: Mentor and develop a team of CSMs focused on managing customer health through tech-touch and one-to-many engagements. • Drive Performance at Scale: Set and track KPIs focused on segment-wide retention, expansion leads, and "Time to Value." • Enablement: Train your team to become experts in managing by exception—using data to identify which customers need a human touch and which are thriving via digital paths. • Cross-Functional Advocacy: Partner with Product Ops and Digital CS to build a seamless in-app and email customer journey that reduces friction and drives adoption. • Architect the Digital Journey: Design and optimize the end-to-end customer lifecycle for the Scale segment, including automated post-implementation handoffs, digital success plans, and trigger-based playbooks. • Content & Community: Partner with our Product SME teams to create scalable "Expert" content (webinars, CS insights, community forums) that solves common GRC workflow challenges for the masses. • Health Scoring & Analytics: Own the data. Use Customer Success platforms that leverage health scores and triggers to predict churn and identify expansion opportunities across thousands of accounts. • Programmatic Success: Run Success Campaigns (e.g., a "SOX Readiness" campaign) designed to drive specific product adoption behaviors across the entire segment simultaneously.

• Lead a team responsible for delivering outstanding client outcomes across Ternium’s denial management engagements • Serve as a trusted strategic advisor to Revenue Cycle and Finance executives • Own and manage executive-level relationships with VPs of Revenue Cycle, CFOs, and Denials Leadership • Serve as senior escalation point for client performance, operational, or contractual matters • Lead Quarterly Business Reviews (QBRs) • Drive and monitor KPIs including recovered revenue, aging, inventory velocity, and payer performance • Partner cross-functionally with Operations, Sales, Denials Insights, and Leadership • Lead, coach, and develop a team of client-facing leaders