• Maintain a positive, empathetic, and professional attitude in every customer interaction. • Communicate with customers across multiple channels—including email, phone, virtual meetings, and community forums—with clarity, patience, and professionalism. • Develop deep expertise in the Eventeny platform and stay up to date on new features, workflows, and best practices. • Translate product knowledge into clear guidance, offering creative and effective solutions to complex customer challenges. • Meet established SLA standards for first response time and ensure timely issue resolution within defined service-level expectations. • Accurately document customer interactions, issues, feedback, and resolutions to support internal visibility and continuous improvement. • Create and share educational resources—such as help articles, webinars, videos, and community posts—to empower customers and reduce support volume. • Identify recurring issues, customer pain points, product gaps, and relay insights to internal teams to inform product and process enhancements. • Serve as a liaison between customers and internal teams, advocating for customer needs and ensuring a seamless experience. • Provide excellent conversational support that prioritizes customer satisfaction, clarity, and efficiency. • Collaborate closely with the Hardware Operations and Technical Support teams to troubleshoot issues and ensure smooth event execution. • Through cross-training, serve as a backup to specialty areas including Onboarding, Enterprise Support, or Hardware Operations Support.

• Reporting to the Senior Director, Customer Success, you will be involved in all aspects of the internal/client support function for Anteriad. • Internal and external client-facing resource available for Q and A on all details related to accounts. • The ideal candidate will become the primary resource in this area for our customers, Sales Directors, and Operations team. • Work in tandem with our India and US Operations teams in order to ensure Anteriad can offer true customer support and customer insights. • Identify and escalate situations requiring urgent attention. • Situations requiring escalation could arise from both customer and internal inquiries at any stage of a potential, active, or completed campaign. • Collaborate with sales to develop strategies to help customers see greater success with Anteriad and grow their investments. • Expert utilization and understanding of Salesforce and Qlik, as well as proprietary platforms to execute daily work. • Be responsible for all products sold within their team for both non enterprise and enterprise customers. • Understand customer motivations and use that understanding to improve their service campaign over campaign and quarter over quarter. • Execute and present a wide range of reports including check-ins, campaign summaries, and QBRs. • Assist Customer Success, Sales, Marketing, Operations, and Anteriad Management teams in any support and projects as needed. • Utilize SFDC cases to track campaign status and offer pre-sales support activities.

• Serve as the primary partner for guiding customers through successful adoption, measurable value realization, and strategic expansion. • Help customers understand their business goals and align on success metrics. • Drive meaningful outcomes using the platform. • Resolve blockers and follow established playbooks. • Build trust with customer stakeholders and ensure proactive outreach for adoption and retention.

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients • Build and manage ongoing professional relationships with clients and stakeholders • Ensure we maintain relationships at multiple levels within the client • Provide insights to help drive consistent account placements from assigned clients • Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive • Organize training for clients by assessing their needs and communicating with both client and Aspirion departments • Communicate with clients to resolve escalated processing/protocol issues • Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference • Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution • Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided • Provide regular updates to clients regarding Aspirion’s contribution to their revenue • Analyze trends and report on key performance indicators • Identify and assess client needs to exceed expectations • Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality • Maintain HIPAA certification and compliance • Provides client with feedback of systemic account issues • Draft and send client visit memo to client detailing issues discussed and resolved during visits • Include Aspirion success stories in memo • Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.) • Creates process for obtaining information and resolving issues with clients • Create Processes and Protocols document for Aspirion Team to follow and review • Requests system access credentials and assist with system access issues • All other duties as assigned to maintain company standards and client protocols • Performs other related duties as assigned