• Attend and support client onboarding meetings to ensure a smooth implementation process • Conduct weekly follow-ups with clients to provide support and address questions or concerns • Monitor client needs and requirements and provide timely updates • Ensure tasks, requests, and deliverables are completed in a timely manner • Train clients on the newly released portal and ensure proper platform adoption • Develop and maintain training materials and resources for employers • Coordinate with internal teams to resolve client issues and operational requests efficiently • Track and document client feedback to identify opportunities for service improvement • Prepare periodic client check-in meetings to review progress and performance • Lead client check-in meetings to discuss updates and upcoming needs • Perform other duties related to the position as assigned

• Telephone support and maintenance of existing partner contacts • Proactive outreach calls to activate and reactivate partners • Building new contacts within the intermediary/agency environment (research + initial approach) • Developing and maintaining trusted, personal relationships • Identifying needs and passing relevant opportunities to the Sales team • Structured documentation and maintenance of all activities in the CRM • Continuous building and development of our partner pipeline

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service • Maintain a deep understanding of our solutions, client base, and best practices • Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service • Educate clients on business value of solutions and application of best practices • Provide business insights through client value presentations, Quarterly Business Reviews, and other methods • Identify potential growth and upsell opportunities to expand revenue • Assess customer health by monitoring product usage, reported issues, and other success metrics • Act as a liaison between internal COE teams to ensure customer needs are being met • Identify trends and relay feedback internally to appropriately address underlying issues • Provide clients full transparency on status of issues / requests from submission through resolution • Participate in the customer life cycle process, from prospect to renewal • Facilitate customer account changes, product set up and billing research/corrections • Work with Sales and other Learning & Development teams to facilitate customer training as needed

• Serve as the primary point of contact for enterprise agency customers, retaining and growing a book of business • Meet with customers virtually and in-person to provide product expertise, share industry best practices, and deliver strategic recommendations • Own the full customer lifecycle, including support during post-sale onboarding through renewal and including product adoption for new and existing customers • Own the full book of business, including all renewals and a pipeline of expansion opportunities • Identify and close expansion opportunities (users, licenses, add-ons, and new product offerings) • Forecast renewals and expansion revenue with a high degree of accuracy • Execute on-time contract renewals and mitigate churn risk • Identify customer risks early and partner with Support, Product, and leadership to resolve issues • Lead regular business reviews (QBRs) with key accounts • Provide customer insights and feedback that influence product development and go-to-market strategy