• Execute 1:many lifecycle programs including onboarding journeys, adoption campaigns, and targeted outreach. • Work with marketing to create clear, concise, customer-ready written communications (emails, campaigns, in-product messaging) that drive adoption and engagement. • Monitor customer data (usage, engagement, health scores) to identify risks, gaps, and trends. • Surface insights to improve campaigns, content, and lifecycle programs. • Deliver light-touch customer interactions (email, pooled outreach, webinars, office hours) to reinforce best practices. • Guide customers to self-service resources and enablement content aligned to their lifecycle stage. • Track customer progression against key milestones and flag deviations. • Maintain accurate CRM and CS platform documentation, including activity tracking and RAID logs. • Ensure customer engagement, risks, and value signals are documented to support renewal readiness. • Escalate complex or high-risk scenarios to appropriate stakeholders. • Capture recurring customer feedback to inform improvements to product and scaled programs.

• Provide proactive client management through managing the onboarding of new groups • Own open enrollment support by leading or participating in meetings • Own client renewals by identifying cross-sell and upsell opportunities • Own a book of business and understand the needs of the brokers and clients • Generate/request reports and derive insights from data • Execute at a high volume with a variety of processes/activities • Collaborate cross-functionally with multiple internal team members

• Implementation & High-Touch Onboarding: You guide new clients through the onboarding process and ensure Sunhat is implemented correctly — both technically and functionally — within their organization. • Strategic Advisory: You are the primary point of contact for sustainability teams. You not only explain the software but also help them map complex frameworks (MSCI, ISS, ISO) efficiently within Sunhat. • Adoption & Value Creation: You analyze platform usage, identify adoption barriers, and proactively ensure our users achieve maximum business value (e.g., improved rating management). • Feedback Loop & Product Influence: You are the "Voice of the Customer." You translate regulatory requirements and customer feedback into concrete inputs for our product team. • Knowledge Leadership: You create best practices and guides that help our clients operationally manage their ESG transformation.

• Support handling simple customer complaints via email, chat, phone, ticketing system, WhatsApp and videoconference, ensuring prompt, courteous and effective support. • Assist in delivering customer training to help clients extract maximum value from the solutions provided. • Contribute to internal controls and support remote deployment of computer network systems with captive portal (Hotspot), ensuring correct operation of the solutions. • Assist with onboarding, providing a smooth, secure and positive experience from the start of the customer journey. • Participate in post-sales activities to encourage product usage, driving engagement, satisfaction and customer retention. • Support customer-portfolio workflows, identifying situations such as delinquency and communicating these to the responsible finance team. • Identify opportunities to improve documentation, internal workflows and products to make support more efficient and faster, reducing the need for repeat customer contacts. • Handle alerts and internal procedures, contacting customers when necessary to perform preventive and corrective actions. • Identify customer needs and translate them into improvement opportunities for products, services and processes. • Support reading and analysis of data and KPIs to understand customer behavior and contribute to success strategies.