• Serve as a forward-deployed implementation and customer success lead, spending multiple days per week onsite at assigned client locations. • Own post-sale delivery: workflow discovery, solution configuration, rollout, and adoption across nursing and clinical operations. • Build and maintain strong relationships with healthcare staff, operational leaders, executives, and IT teams, acting as a trusted advisor and execution partner. • Lead product implementations, focusing on aligning solutions with nursing workflows and operational processes. • Train nursing teams and other healthcare staff on the effective use of Hippocratic AI solutions, ensuring ongoing adoption and measurable, sustained success. • Identify opportunities to improve workflows and patient care outcomes using AI tools, particularly in bedside care and broader healthcare operations. • Manage day-to-day client relationships, ensuring seamless communication and addressing operational concerns. • Collaborate with internal teams such as product, sales, and engineering to relay client feedback, influence roadmap priorities, and improve user experiences. • Establish and track metrics to measure success, including patient care outcomes, team adoption rates, and operational efficiencies—present results to client and internal stakeholders. • Collaborate with client leadership teams to share best practices from AI implementation, including presenting at conferences/webinars on the impact of AI in Nursing and Health System Operations.

• Apoiar a estruturação e otimização dos processos de CS, principalmente onboarding de clientes; • Coletar, organizar e analisar dados de clientes, ajudando na geração de insights para decisões estratégicas; • Criar e manter dashboards e relatórios de performance (primeiro valor, adoção, NPS, churn, entre outros); • Suportar a equipe na documentação de processos e na criação de materiais para time e clientes; • Auxiliar na identificação de melhorias e na implementação de novas ferramentas para otimizar a operação; • Auxiliar em automações e criação ou otimização de processos por meio de IA; • Apoiar no processo de parametrização, personalização e implantação de novos clientes; • Apoiar a equipe com demandas de clientes, quando necessário.

• Coach the Coaches: Design and execute a structured coaching framework for senior advisors, enabling them to independently develop junior team members, freeing you for strategic oversight. • Performance Architecture: Establish clear performance expectations, KPI accountability structures, and career pathing that motivates both high performers and developing talent. • Culture of Excellence: Build and sustain a team environment defined by accountability, continuous learning, and data-driven self-reflection. • KPI Ownership: Drive performance against core metrics: Activation Rate, Reachability, QA Score, Time-to-Value (TTV), and Churn reduction. • Strategic Metric Migration: Lead the team's transition from activation-centric success metrics to NRR and long-term Adoption indicators, aligning frontline activity with company-level retention goals. • Data-Driven Diagnostics: Leverage QA scores, reachability data, and cohort-level performance analytics to identify skill gaps, process breakdowns, and intervention opportunities before they become escalations. • Sales Handoff Integrity: Partner with the Sales team to define and enforce a clean deal standard, ensuring every provider enters onboarding with the right context, expectations, and setup for rapid ROI realization. • Product & Operations Feedback Loop: Systematically surface friction points in the onboarding journey and translate provider-level insights into actionable input for Product and Operations roadmaps. • Bilingual Escalation Leadership: Serve as the senior point of contact for high-complexity provider escalations, conducting resolution conversations fluently in both English and Spanish.

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs. • Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start. • Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction. • Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs. • Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience. • Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators. • Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks. • Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning. • Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value. • Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning. • Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.