• Lead clients through the One Legal platform to complete tasks. • Maintain accurate client records in Salesforce. • Own your learning and communicate effectively with your manager. • Advocate for clients by reviewing materials and providing feedback to internal teams. • Solve problems efficiently, ensuring a high-quality client experience. • Represent the client's voice to influence product improvements. • Seek solutions to enhance the employee experience and celebrate team successes. • Collaborate with your manager to meet corporate goals. • Understand and act on key KPIs to consistently deliver exceptional client service. • Continuously improve the client experience through proactive learning. • Embrace new technology to improve service and efficiency. • Address productivity issues with your team and suggest improvements. • Assist in onboarding new team members. • Focus on de-escalation to minimize client delays. • Follow all policies and guidelines. • Participate in discussions to ensure consistent practices and communication.

• Support and coordinate end-to-end presales and implementation projects • Keep projects on track against key timelines (e.g. 60–120 day implementations) • Ensure a seamless handover from Sales to Customer Success • Flag risks early and keep projects moving forward • Keep CRM and internal systems accurate and up to date • Share regular updates on progress, milestones, and customer feedback • Capture insights to improve onboarding and post-implementation experience • Work cross-functionally to deliver a consistent customer experience • Contribute to playbooks and continuously improve how we implement • Help shape scalable processes as we grow • Step in to support customers when needed, helping resolve issues quickly • Work with the team to improve support processes and response times • Deliver a smooth, high-quality experience at every touchpoint

Title: Senior Director, Customer Success Location: Aurora United States Job Description: Aurora, IL (Hybrid) The Senior Director, Customer Success will define and lead Sonova's North American customer success strategy while ensuring exceptional execution across Customer Service, Technical Support, Lead Generation, and Software Support teams. This role combines strategic vision with hands-on operational leadership to deliver best-in-class customer experiences, drive operational excellence, and position Sonova as the industry leader in customer satisfaction and service delivery. Responsibilities: - Define and execute a multi-year customer success strategy aligned with business priorities, product launches, and evolving customer needs - Lead and develop a large, multi-channel organization across retail and wholesale customer support functions, fostering a high-performance, customer-centric culture - Drive operational excellence through workforce planning, capacity modeling, and daily management systems that improve productivity and service levels - Establish scalable processes and governance to ensure consistency, quality, and efficiency across all customer-facing teams - Champion resolution of high-impact customer issues, partnering cross-functionally to drive timely, effective solutions - Integrate systems and processes across Customer Service, Technical Support, and Software Support to enable seamless, end-to-end customer experiences - Develop and implement KPI frameworks to measure performance, including service levels, response times, resolution rates, and customer satisfaction - Leverage data and analytics (CRM, telephony, ERP) to identify trends, drive insights, and inform strategic decisions - Evaluate and implement new technologies, including AI-driven tools, to enhance efficiency, automation, and customer engagement - Lead change management initiatives, particularly during product launches and organizational transitions, ensuring minimal disruption to customer experience - Partner closely with Sales, Marketing, and Operations to align on customer needs, drive revenue growth, and improve retention - Manage departmental budget, ensuring cost optimization while maintaining high service standards More about you: - 15+ years of progressive Customer Support, Customer Success, or Customer Service leadership, including experience at the Director / Sr. Director level - Proven experience leading large, multi-channel teams (100+ employees), including remote or hybrid environments - Strong track record of driving transformation, operational excellence, and customer-centric strategies - Experience partnering cross-functionally with Sales, Marketing, and Operations to drive growth and retention - Deep understanding of customer service technologies (CRM, workforce management, telephony) and data-driven decision making - Demonstrated ability to balance strategic planning with hands-on execution in a fast-paced environment - Excellent leadership, communication, and influencing skills with a strong customer-first mindset A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova Don't meet all the criteria? If you're willing to go all in and learn we'd love to hear from you! We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact Sonova Human Resources What we offer: - Medical, dental and vision coverage* - Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts - TeleHealth options - 401k plan with company match* - Company paid life/ad&d insurance - Additional supplemental life/ad&d coverage available - Company paid Short/Long-Term Disability coverage (STD/LTD) - STD LTD Buy-ups available - Accident/Hospital Indemnity coverage - Legal/ID Theft Assistance - PTO (or sick and vacation time), floating Diversity Day, & paid holidays* - Paid parental bonding leave - Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) - Robust Internal Career Growth opportunities - Tuition reimbursement - Hearing aid discount for employees and family - Internal social recognition platform - Plan rules/offerings dependent upon group Company/location. This role's pay range is between: $154,000 - $220,000. This role is also bonus eligible. How we work: At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives. Sonova is an equal opportunity employer. We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate's ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.

Title: Lead Account Management and Customer Success Benelux Location: Amsterdam United States Job Description: Personio's intelligent HR platform helps small and medium-sized organizations unlock the power of people by making complicated, time-consuming tasks simple and efficient. Our team of 1,500 Personios is building user-friendly products that delight our 15,000+ customers and their 1.5 million employees. Ready to make an impact from day one? This role requires 3 days per week in the office and is based in Amsterdam. As Lead Account Management and Customer Success for Benelux, you will lead and grow a high performing team of Account Managers and Customer Success Managers, owning both commercial performance and customer outcomes across a portfolio of strategic SaaS customers. You bring strong people leadership, outstanding commercial judgement, and numerical excellence. You will commit to a monthly Net Revenue quota and deliver it through renewals, expansion, and disciplined risk management, while ensuring customers adopt successfully and realise measurable value. This is a leadership role for someone who can align account management and customer success into one joined up lifecycle motion, with clear accountability and an exceptional customer experience. Role Responsibilities: What you'll do - People leadership: lead, coach, and develop Account Managers and Customer Success Managers, creating a culture of clarity, ownership, and high standards - Net revenue performance: own Net Revenue performance by committing to and delivering a monthly NR quota through renewals and expansion, supported by rigorous forecasting and pipeline discipline - AM/CS operating model: define and run the operating model for how Account Management and Customer Success work together across onboarding, adoption, renewal, and expansion, with crisp handovers and role clarity - Execution cadence: establish a scalable team cadence including weekly forecast reviews, renewal and expansion pipeline sessions, account reviews, and quarterly business reviews - Customer health & Key accounts: Oversee customer health and churn risk, ensure success plans translate into measurable outcomes and renewal confidence, and act as executive sponsor for key accounts with senior stakeholders. - Cross-functional & data-driven improvement: partner with Sales, Product, Support, and RevOps to remove friction and improve the customer experience, while tracking and improving core metrics (NR attainment, renewal rate, expansion rate, NRR, forecast accuracy, adoption, customer health). Role Requirements: What you need to succeed - Leadership experience: ~ 3 years of leadership experience, with a proven record leading customer facing teams in SaaS, ideally spanning both Account Management and Customer Success or closely connected functions - Commercial & negotiation skills: Strong commercial capability with demonstrated success in renewals and expansion, including negotiation, value based selling, and handling complex commercial cycles - Forecasting & numerical excellence: Numerical excellence and confidence working with targets, forecasting, reporting, and performance management, translating insight into action and accountability - Quota-carrying mindset: A quota carrying mindset and the ability to commit to a monthly NR quota and deliver through structured execution - Strategic customer management: Experience managing strategic customers in multi stakeholder environments, with credible executive communication and stakeholder management - Operational rigor & regional fit: ability to build repeatable playbooks, cadences, and processes that create predictable outcomes; experience working with customers in the Benelux region, with fluent English required; Dutch is a strong advantage - AI & Innovation Mindset: forward-thinking existing business leader with a genuine interest in applied AI and continuous improvement Why Personio Personio is an equal opportunities employer, committed to building an integrative culture where everyone feels welcomed and supported. We embrace uniqueness and understand that our diverse, values-driven culture makes us stronger. We are proud to have an inclusive workplace environment that will foster your development no matter your gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race. At Personio, we value in-person collaboration while also offering flexibility. This role is office-based, with 3 days per week required in your contracted office location. The remaining days can be worked from home or in the office if you prefer. In addition, you'll have 20 Flex Days per year to work remotely from other locations. Aside from our people, culture, and mission, check out some of the other benefits that make Personio a great place to work: - Receive a competitive reward package - reevaluated each year - that includes salary, benefits, and pre-IPO equity - Enjoy 28 days of paid vacation, plus an additional day after 2 and 4 years - Make an impact on the environment and society with 1 (fully paid) Impact Day - Receive generous family leave, child support, mental health support, and sabbatical opportunities - We enjoy gathering for meals, cultural initiatives, and events like local Summer Sessions and year-end celebrations. There's also healthy snacks, drinks, and a weekly catered lunch