• The CRM Systems Manager at Sandstone Care is a service-oriented technologist embedded within the IT Department, responsible for the configuration, build, and continuous improvement of the platforms that power our Growth organization—Salesforce Sales Cloud, Salesforce Marketing Cloud, CallTrackingMetrics (CTM), and Five9. • This role is the day-to-day owner and primary administrator of the Business Development, Marketing, and Admissions technology stack, partnering daily with department leaders to translate business goals into scalable, sustainable solutions that drive client growth, improve client engagement, and support Sandstone Care’s mission to inspire and empower change. • While the CRM Systems Manager reports to the VP of IT, they will work hand-in-hand with the SVP of Marketing and the SVP of Admissions, acting as a true business partner who reads between the lines, anticipates downstream impacts, and looks beyond the immediate ticket to consider what is best for the company as a whole. • This role is for someone who is flexible, eager to collaborate, and motivated to be a strong contributing member of the IT team, not a siloed contributor. • The CRM Systems Manager is the day-to-day owner of the Growth platform stack: gathering requirements, configuring and building solutions in-house wherever possible, leveraging vendor and IT architecture partners thoughtfully when the work calls for it, and leading rollouts to department heads and end users.

• Manage a portfolio of 3–4MM ARR, driving adoption, outcomes, and renewals that lead to expansion and advocacy. • Take ownership of the renewal cycle — from forecasting to negotiating early renewals, mitigating churn, and navigating competitive threats. • Collaborate with the Account Executive to identify and capitalize on cross-sell, upsell, and renewal opportunities. • Partner with clients to accelerate time to value and increase customer satisfaction throughout the lifecycle. • Establish yourself as a trusted advisor, providing innovative solutions and thinking outside the box to meet specific use cases. • Build deep relationships with key stakeholders, at all levels, within the customer organization to gather feedback and align on future success. • Drive resolution on escalated issues to ensure customer satisfaction. • Define, execute, and clearly communicate ROI for clients to showcase measurable success. • Create impactful customer content, from account plans and success stories to executive business reviews and save plans. • Leverage strong relationships for referrals and advocacy. • Represent our company as a domain and product expert, contributing to the cutting-edge space we operate in. • Act as a hub of information for the customer's needs, creating a closed-loop feedback system that benefits Product Management, Sales, and Marketing.

• Lead pre- and post-sale presentations and coordinate regular client meetings to maintain strong relationships and ensure alignment on goals and services • Drive revenue growth through upselling, cross-selling, and strategic account planning across assigned clients • Manage and track sales opportunities using the CRM system to ensure accurate pipeline visibility and follow-up • Oversee client proposals, renewals, and implementations, ensuring timely and effective execution in collaboration with internal teams • Develop and maintain Strategic Account Plans that outline client goals, key initiatives, and growth opportunities • Serve as the primary client contact, ensuring timely communication, issue resolution, and overall satisfaction • Demonstrate strong knowledge of Vālenz products and services, effectively aligning solutions with client needs • Collaborate with internal teams to resolve client issues, improve service delivery, and streamline processes • Ensure compliance with company policies, procedures, and HIPAA standards in all client interactions • Partner with Operations, SMEs, and other departments to meet client requirements and strengthen relationships

• Acompanhar a jornada dos clientes • Garantir uma comunicação clara e acolhedora • Apoiar na organização e execução das entregas • Auxiliar a COO na gestão de processos e demandas • Identificar oportunidades de melhoria na experiência do cliente