Role Description The Customer Success Representative is responsible for delivering unparalleled customer service by consistently exceeding expectations and building strong and lasting relationships through open communication, reliability, and a customer-centric approach. You will provide prompt and efficient assistance to meet the ever-evolving needs of Marco’s valued customers and employees. Qualifications - High School diploma and two years of relevant experience or an associate degree; or equivalent combination of education and experience. - 0-3 years of experience in Customer Service or a related field preferred. Requirements - Handle and prioritize incoming client calls, emails, and correspondence efficiently, assessing the urgency and severity of issues to set priorities. Record and assign tasks accordingly. - Provide prompt and detailed communications to internal and external clients. - Review accounts for upsell and cross-sell opportunities and escalate as necessary. - Provide initial troubleshooting support for systems and applications to identify and resolve malfunctions or operational issues, potentially preventing the need for further escalation. - Maintain contact center expectations. - Verify and maintain client contact and database information. - Function collaboratively as part of a fast-paced, client-orientated team. - Develop and support best practices and operational procedures to create efficiencies. - Accurately maintain and comply with documentation and administrative procedures in a timely basis to include time entry process. - Uphold business ethics by supporting Marco’s vision, mission, and values. - Exemplify the Gold Standard Experience through every interaction. - Attend required company and departmental meetings. - Act in accordance with Marco policies and procedures as set forth in the employee handbook. - Perform other related duties as assigned. Benefits - Natural aptitude for outcome-based reasoning. - Demonstrate excellent verbal and written communication skills with internal and external customers. - Self-starter, ability to plan and implement sales strategy with limited supervision. - Ability to thrive in a competitive, goal-driven environment. - Excellent organizational and time management skills with the ability to maintain accurate and detailed records of sales activity. - Ability to prioritize responsibilities and operate with changing priorities. - Demonstrate ability to work effectively and professional with all types of people and situations. - Demonstrate strong attention to detail to ensure accuracy and quality. - Strong desire to help others achieve success, anticipate needs and take initiative to ensure positive sales outcomes. - Proficient with business collaboration tools including Microsoft Office Suite, CRM and company specific programs.

• Work with city-based sales executives for intake, scheduling, client communication, and post-campaign reporting for podcast, newsletter, and social advertising • Manage all post-sale campaign elements, including ownership across kick-off calls, production, launch and reporting • Maintain ad planner and communicate with staff responsible for ad creative • Manage post-sale ad tools within platforms such as megaphone, Sanity, and Instagram, as well as be able to troubleshoot • Ensure that all deadlines for ad assets are met for both the advertisers and the city teams • Ensure city teams are notified and aware of expectations and requirements for each campaign in a clear and timely manner • Proactively identifies opportunities for account growth, renewal & upsell • Outstanding communication, organization, and project management skills with obsessive attention to detail • Takes pride in delivering exceptional customer service

Customer Success Director Job ID 27775276 Work Remote Yes Location US Remote ABOUT US Truveris is a pharmacy cost containment company dedicated to reducing pharmacy costs and driving transparency for employers and benefit consultants. Our proprietary, data-driven technology and deep industry expertise empower smarter pharmacy benefit decisions through contract optimization and PBM oversight. Independent and unbiased, Truveris delivers measurable savings and accountability across every pharmacy program. For more information on our solutions, visit www.truveris.com. Position Summary Truveris is hiring a Strategic Customer Success Director to manage our most strategic public and private sector clients, overseeing 3–5 of our top accounts. This role, reporting to the VP of Customer Success, will drive 100% client retention, own Truveris service renewals with assigned accounts, and provide expertise in PBM contracting. This role requires executive presence to build trust and influence at the highest levels of client organizations and internally within Truveris. The role is fully remote, with some travel required for client visits. Key Responsibilities - Lead relationships for a small set of top-tier public sector and commercial accounts, ensuring 100% retention and measurable value. - Own Truveris service renewals (scope, term, pricing) for assigned accounts in partnership with Sales/Legal. - Advise clients on PBM vendor contracts (structure, pricing models, guarantees, compliance) and support RFP strategy, evaluation, and negotiation readiness with their PBM vendors. - Influence senior leadership and cross-functional teams to deliver innovative solutions and exceptional service for key accounts. - Identify opportunities to expand Truveris solutions and partnerships through consultative, data-driven engagement. - Represent Truveris externally at client meetings as the voice of the customer. Qualifications - 8+ years in pharmacy benefits management with deep PBM contract expertise (advising clients on vendor terms, pricing, guarantees, compliance). - 10+ years as a Customer Success Manager, Account Manager or similar account relationship role. - Proven success managing public sector clients, including navigating government procurement and contracting processes. - Demonstrated track record of owning account renewals and delivering 100% retention for large, complex accounts. - Exceptional executive relationship management, negotiation, and communication skills. - Strategic thinker with strong analytical and presentation skills to translate complex data into actionable strategies. - Proficiency with Salesforce and Microsoft Office Suite. - Some travel required for client meetings. Success Metrics - 100% retention for directly managed accounts. - Successful Truveris service renewals and long-term agreements. - Growth in Truveris’ solution adoption within strategic accounts. Salary: $120K-$150K Truveris provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Role Description Own and shape CRM at Nitrado end-to-end — from acquisition to retention. Work cross-functionally with BI, Product, and Marketing to build data-driven lifecycle journeys. This is a hands-on individual contributor role with high ownership in a fast-evolving setup. Your mission - Lifecycle strategy and execution: Define and manage the full user communication lifecycle across Nitrado and Apex Hosting — welcome flows, onboarding sequences, renewal triggers, win-back campaigns, and milestone moments. Build journeys that are event-driven and segment-aware, not batch-and-blast. - Segmentation and audience management: Work with BI to understand the data model and identify the signals that matter — game type, server activity, purchase history, churn risk. Translate those into actionable segments within the CRM platform. Own the marketing layer of audience logic; BI owns the data foundation. - Platform ownership: Own the marketing configuration of the CRM platform (currently in evaluation between Customer.io and Braze). Manage templates, automation logic, send rules, suppression lists, and deliverability hygiene. Work with AI-assisted features within these platforms to improve personalisation at scale. - Campaign integration: Be the CRM interface for campaign launches, game releases, promotional events, and product updates. Gather inputs from marketing, product, and support; translate them into email execution with clear segmentation and timing logic. - Performance reporting: Define and maintain CRM performance metrics — open rates, click rates, conversion, unsubscribe rates, deliverability, revenue attribution where measurable. Report to the VP of Marketing on a regular cadence. Flag problems early. Qualifications - 3+ years of hands-on CRM or lifecycle marketing experience, with a proven track record of owning segmentation, automation, and full-scale campaign execution. - Experience in working directly with data and BI teams to build and maintain audience segments from the ground up. - Solid understanding of email deliverability, list hygiene, and GDPR compliance within the European market. - Proficient in at least one modern marketing automation platform (such as Customer.io, Braze, Klaviyo, or Iterable) at a configuration level. - Comfortable reading and writing HTML/CSS for email templating. - Experience in migrating from Mailchimp to a new stack (evaluating Customer.io and Braze). - Analytical mindset; able to interpret data and provide evidence-based recommendations. - Thrives in environments with shifting priorities and incomplete documentation. - Proficiency in English is essential; German skills or experience in gaming, entertainment, or consumer subscriptions are a distinct advantage. Benefits - Gaming at Heart: Free Nitrado Game Servers for gamers and a welcoming community for anyone who wants to feel at home. - Flexible working hours: Tailor your work hours to your personal needs for a better work-life balance. - Remote work: Collaborate seamlessly from preferred locations, whether in modern offices or fully remote. - Work from Abroad: Support for remote work from abroad, enabling you to work from your favorite international destinations. - Mental Health: Annual Mental Health Day to support your well-being. - Physical Health: State-of-the-art workspaces with ergonomic design and support for commuting with JobRad. - Professional Development: Training opportunities to develop and stay current with your skills. - Company Pension Plan: Attractive contribution for financial security for the future. - Working Environment: Respectful and friendly workplace culture characterized by transparency and a family-like corporate culture. - Vacation and Paid Time Off: 30 days of vacation and additional paid leave for special occasions. - International Collaboration: An international work atmosphere overcoming time zones and language barriers. - Social Activities: Team-building events and participation in sports events and social activities. - Long-Term Stability: Over two decades of experience as a reliable employer. - Get together: Company celebrations to strengthen team bonds. - Modern Workspaces: Ergonomic design for comfort and health. - Corporate Culture and Values: Positive corporate culture embracing diversity and inclusion.