Role Description Individual contributor role reporting to the Sr. Manager of Customer Experience Journey, serving as the bridge between customer experience, analytics, and retention strategy. Partners closely with the Director of Customer Loyalty and Churn and the Director of Voice of the Customer to identify, quantify, and prioritize the highest-impact opportunities to reduce churn and improve customer lifetime value. Translates data, VOC, and operational signals into actionable insights that drive measurable business outcomes. - Identify and analyze key churn drivers across the customer lifecycle, including early life, billing, service disruptions, and cancel/save interactions. - Integrate multiple data sources (VOC, call drivers, operational data, network insights, and customer behavior) to develop a holistic view of churn risk. - Leverage AI and call insights to uncover customer friction points and enable targeted actions that reduce churn and improve revenue outcomes. - Translate analytics into actionable roadmap decisions, influencing prioritization of high impact initiatives and improving customer experience at scale. - Quantify financial impact (LTV, revenue at risk, cost to serve) to size opportunities and guide investment decisions. - Partner with Analytics to: - Develop and refine predictive churn models. - Build dashboards and reporting that surface actionable insights. - Establish early warning indicators. - Translate insights into clear, prioritized recommendations for: - Customer journey improvements. - Retention strategies. - Operational enhancements. - Support prioritization of initiatives based on: - Customer impact. - Churn risk. - Financial return. - Track and measure the impact of implemented initiatives, ensuring closed-loop feedback and continuous improvement. - Provide executive-level storytelling, turning complex data into clear, compelling narratives that influence decision making. Qualifications - 5–8+ years in analytics, customer insights, strategy, or CX roles. - Strong experience with churn analysis, segmentation, and customer behavior insights. - Ability to create and communicate reporting requirements. - Ability to connect data to business outcomes (revenue, LTV, churn reduction). - Strong storytelling skills with the ability to present to senior leadership. Requirements - Prolonged periods of sitting at a desk and working on a computer. - Must be able to see, hear, talk, and communicate effectively. - Must be able to walk, stand, or climb for extended periods during site inspections at construction locations, including rough or uneven terrain. - Capability to observe and evaluate work environments, including the ability to look at elevated structures like towers or poles and assess construction safety and progress. - Must be comfortable operating in a fast-paced, high-pressure environment with competing priorities and frequent cross-department collaboration. Benefits - Medical (3 plans to choose from), Dental and Vision. - Short Term Disability. - Flexible Spending Accounts. - Company Paid Life as well as Voluntary policies. - 401(k) with generous company match. - Paid Time Off. - Share the Care Paid Time Off. - Paid Holidays. - Cell Phone Allowance *Applicable by Position*. - Career Progression Opportunities. - Discounted Broadband Services *Where Applicable*.

• Oversee a portfolio of accounts to ensure departmental production standards are met. • Collect and review detailed census and client information to develop tailored renewal strategies. • Facilitate open enrollment by coordinating with group administrators and carriers. • Manage client accounts effectively and utilize CRM platforms to track renewals and upsells. • Generate competitive renewal analyses for various products to provide informed options.

• Serve as the primary point of contact and face of Gigstreem for assigned properties. • Build and maintain strong, long‑term relationships with property managers, leasing teams, and ownership groups. • Act as a trusted advisor by providing education, guidance, and ongoing support to property teams to ensure a seamless and positive internet experience for residents. • Proactively monitor the overall property and resident experience, identifying trends or concerns before they escalate. • Partner closely with internal teams to quickly resolve issues, communicate updates, and ensure follow‑through. • Implement strategies that drive resident satisfaction, adoption, and long‑term property success. • Collaborate with the Business Development team to identify opportunities for account expansion, including up‑selling, cross‑selling, and introducing new products or services. • Prepare and deliver regular, clear, and insightful reports to clients using internal ticketing data, analytics, and customer satisfaction metrics.

• Proactively identify, research, and qualify potential new clients within the pharmaceutical, biotech. • Initiate and maintain contact with prospective clients through phone, email, and virtual meetings • Conduct needs assessments to understand client requirements and pain points • Present the company's services, capabilities, and value proposition effectively • Manage the sales pipeline and maintain accurate records in the CRM system • Provide timely updates to the sales leadership on pipeline activity and forecasts • Collaborate with Business Development Managers / Directors to ensure smooth handoff of qualified leads. • Monitor industry trends, competitor activities and new developments to identify new opportunities. • Build and maintain strong relationships with prospective and existing clients. • Attend and actively participate in Emerald Clinical meetings and other internal meetings and activities as required • Provide input to systems, tools and processes to support continuous improvement • Share knowledge with others, to facilitate learning and development across the organization