Role Description As a Customer Success Manager, you own the post-sale customer experience and are accountable for driving measurable customer outcomes. You act as a strategic partner to your customers—aligning T3 to their business goals, accelerating time-to-value, and ensuring adoption, retention, and growth across your portfolio. - Own a book of business and serve as the primary point of contact post-sale - Build and execute Customer Success Plans aligned to customer goals, use cases, and success criteria - Drive adoption through structured engagement (onboarding, pulse checks, monthly check-ins, business reviews) - Monitor customer health, usage, and sentiment to proactively identify risks and opportunities - Lead value-based conversations that connect T3 capabilities to ROI, efficiency, and operational outcomes - Partner cross-functionally (Sales, Support, Product, O&E) to resolve issues and improve the customer experience - Act as the voice of the customer or customer advocate – surfacing product gaps, process breakdowns, and improvement opportunities - Identify and drive expansion opportunities through increased product adoption and strategic alignment Qualifications - 2+ years in Customer Success, Account Management, or similar customer-facing role - Strong ability to manage a portfolio, prioritize accounts, and drive proactive engagement - Experience working cross-functionally to solve customer problems - Data-driven mindset with the ability to translate usage into insights and action - Excellent communication skills with a focus on business outcomes (not just activity) Requirements - Must be able to sit for prolonged periods at a desk and work on a computer - Must be able to occasionally travel to tradeshows - Must be able to attend in person quarterly business meetings Benefits - Competitive compensation - Full medical, dental, and vision coverage for full-time employees - Generous PTO + paid holidays - 401(k) + company match - Gym membership stipend + wellness programs (earn PTO and prizes!) - Company events, food truck nights - 16 hours of paid volunteer time per year — give back to the community you call home - Career advancement, leadership training, and professional development opportunities

• Manage Inbound Calls – Handle a high volume of incoming and outgoing calls with professionalism and efficiency, ensuring that all participant inquiries are addressed promptly. • Provide Participant Support: Assist participants by answering questions, providing information, and resolving concerns related to clinical trials and other services offered by Care Access. • Routing Calls: Efficiently route calls to the appropriate departments • Documentation: Accurately document all call interactions in our CRM system and ticketing system to ensure seamless communication and follow-up. • Collaboration: Work closely with other team members and departments to ensure a unified and efficient approach to participant experience.

Role Description We are looking for a proactive and understanding person to join our team as a Finance Customer Support Specialist. This role is ideal for someone who is comfortable managing payment records and tracking tools. We're looking for someone who thrives on helping people and communicates clearly and effectively. The position involves: - Handling both outbound and incoming calls - Following up on payment commitments - Owning a personal caseload of author accounts in active billing stages Strong organizational skills are essential - you'll be tracking promises, dates, and next steps across multiple cases simultaneously, with full accountability over every open case. Qualifications - Advanced written and spoken English proficiency is required - Exceptional organizational skills - Strong attention to detail regarding numbers and payment records - Empathetic and patient communicator - Self-driven and proactive Requirements - Contact authors with outstanding payments via phone, email, and SMS, and help them process their payments - Assist authors with account verifications and royalty withdrawal processes - Listen actively, understand each author's situation, and help find a path to resolution - Log commitments and schedule follow-ups with precision - Manage a personal pipeline of open cases with full accountability - Keep payment records accurate and up to date - Escalate cases when needed and document all interactions clearly - Comfortable and confident on the phone Benefits - Remote work with a flexible schedule - A friendly and collaborative international team - Opportunities for professional growth and training - The chance to make a direct impact on customer satisfaction - Be part of a company that helps authors bring their stories to life

Role Description We are looking for an experienced and driven OTC sales person to be a key part of our APAC OTC Sales Trading Team. This is a pure "sales trader" role, needing a persistent business developer who enjoys finding new opportunities, signing new clients, and executing trades with precision and efficiency. You will handle the entire sales and trade execution process, from start to finish, focusing on growing Luno's business client base across the APAC region. - Create outreach plans and find potential clients. - Negotiate detailed multi-product deals. - Expertly help clients through the setup process. - Understand market dynamics and quote competitive prices. - Manage the execution of large block trades and complex hedging strategies. - Proven salesperson with a strong network of business contacts across APAC. - Comfortable selling complex financial products and explaining their value clearly. - Excited by the sales process and know how to close deals and execute trades in a fast-paced environment. Qualifications - Minimum of 2 years of trading experience within a brokerage or sell-side OTC trading desk in crypto (preferred), FX, equities or derivatives in Indonesia and/or other regions in APAC. - Multi-country experience is strongly preferred. - Proven track record of onboarding and growing institutional client accounts, and exceeding sales targets. - Derivatives arbitrage knowledge or experience would be a plus. - Ability to adapt to a fast-paced and dynamic trading environment. - Compliance with regulatory standards and a commitment to ethical trading practices. - Strong attention to detail and accuracy in trade execution and documentation. - Excellent interpersonal and communication skills, a strong team player. - Friendly, transparent, articulate and driven to succeed. - A passion for crypto. - Proficient in English and Bahasa Indonesia, both written and verbal. Requirements - Qualify and onboard OTC Customers. - Act as the main point of contact for customers to execute large trades. - Ensure that any anticipated OTC trades are pre-funded or have adequate credit facilities available. - Maintain strong relationships with traders and institutional customers. - Manage any OTC trade disputes and OTC Working Capital. - Ensure timely settlement through well-established and tech-enabled processes. - Execute trades according to approved trading strategies. - Actively manage the Profit and Loss of the APAC OTC desk against P/L targets and risk limits. - Conduct in-depth analyses of digital asset markets to identify trends, opportunities, and potential risks. - Stay informed about market news, regulatory changes, and other factors affecting digital asset prices. - Ensure compliance with local regulations and internal risk management policies. - Generate regular reports for stakeholders, summarising trading activities, performance, and market insights. - Create high-level specifications for improvements to Luno’s Trading and Risk Systems. - Evaluate and motivate for improvement of the risk frameworks and risk models. Benefits - Remote but reachable work policy gives you the freedom to choose between working from home or the office. - Option to buy and sell up to 5 days leave. - Excellent private medical insurance. - Access to Learnably and additional learning platforms for personal and professional development. - 6 months primary care-giver leave. - Paw-ternity leave for your furry friend. - Annual Inspiration Day in addition to your annual leave which increases based on your length of service. - A collaborative, friendly work community with regular social events and virtual classes. - Free lunch and snacks. - 0 fees up to a certain amount with Luno from the day you start (Offer only available on Luno Instant Buy, not Luno Exchange).