Role Description Provides direct supervision to a team of technicians providing proactive and reactive network repair, surveillance, monitoring, troubleshooting, coordination, and restoration of service-affecting or potentially affecting network events/issues. Technicians frequently collaborate with Customers, Vendors, Local Exchange Carriers, and other internal Lumen workgroups. Typically, the interaction is during the time of a service outage. This position is responsible for providing Superior Service to our growing customer base. Main Responsibilities - Technical & Digital Skills - Working knowledge of modern IT/Network Operations, including monitoring tools, ticketing systems, SLAs, and incident management practices. - Understanding of automation and AI‑assisted operations (AIOps) concepts, including using analytics, dashboards, and AI tools to improve efficiency, reduce manual effort, and support decision‑making. - Ability to analyze operational data, trends, and KPIs to drive continuous improvement and meet performance objectives. - Leadership & People Management - Proven ability to lead, coach, and develop technical staff, including onboarding, training, performance feedback, and formal reviews in alignment with company policy. - Strong capability to manage staffing levels, schedules, and workload distribution to meet operational demands and service levels. - Demonstrated experience handling escalations, conflict resolution, and cross‑team collaboration, maintaining professionalism under pressure. - Ability to foster positive employee relations and support organizational change, including adoption of new tools, processes, and automation. - Be available for after hour's escalations/engagement by employees, customers, or management (On Call rotation duties). What We Look For in a Candidate - Communication & Business Acumen - Strong written and verbal communication skills, with the ability to translate technical issues into clear updates for leadership and stakeholders. - Owns escalated issues end‑to‑end, coordinating with internal and external partners to drive resolution. Provides regular escalation updates, monitors performance, and takes corrective action as needed to meet or exceed operational objectives. - Experience preparing and presenting daily, weekly, and monthly operational reports, including metrics, risks, and improvement recommendations. - Ability to balance operational execution with continuous improvement, cost awareness, and alignment to departmental and corporate objectives. - Experience supporting technology transformation, automation initiatives, or AI‑enabled workflows in operations environments. Compensation This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors. - Location Based Pay Ranges: - $82,969 - $110,625 in these states: AL, AR, AZ, FL, GA, IA, ID, IN, KS, KY, LA, ME, MO, MS, MT, ND, NE, NM, OH, OK, PA, SC, SD, TN, UT, VT, WI, WV, and WY. - $87,117 - $116,156 in these states: CO, HI, MI, MN, NC, NH, NV, OR, and RI. - $91,266 - $121,688 in these states: AK, CA, CT, DC, DE, IL, MA, MD, NJ, NY, TX, VA, and WA. Benefits - Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. Background Screening If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Equal Employment Opportunities We are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, disability, genetic characteristic or information, age, gender, sexual orientation, gender identity, gender expression, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in any employment decisions, including recruiting, hiring, compensation, promotion, benefits, discipline, termination, job assignments or training. Disclaimer The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.

Role Description Are you passionate about social change and energized by the idea that great customer success at scale is something you design, not just something you deliver? This role puts you at the architect's table for one of the most important bets Informed K12 is making right now: building a scaled motion across 100+ mid-market school districts that gets every one of them what they need without cutting corners. Serving districts well at scale is not a relationship problem. It is an operations and design problem. - Own and iterate on the systems that make it possible: the playbooks, the health-score logic, the lifecycle programs, the digital touchpoints. - Read across both quantitative and qualitative data to develop a clear point of view on the patterns underneath. - Go deep on the Informed K12 platform and use that fluency to design configurations and health logic that hold up across districts with very different operational realities. - Be the operational point of accountability for the motion: when Product, RevOps, Marketing, Support, or Implementation needs to move, you make it move. - Build rapport with confidence and presence even when you walk in with limited context. - Join the Ongoing Success team, which includes six CSMs, with one other Scaled CSM partnering with you on the motion. Qualifications - 4 to 8 years in customer success, with at least 2 years managing a large book (80+ accounts) in a scaled, digital-first, or mid-market model. - Track record of building scalable systems, playbooks, or processes that work across many clients. - Demonstrated ability to get deep on a complex SaaS product and use that fluency to drive adoption and design solutions for real-world customer workflows. Requirements - Track record of using data to surface patterns and unseen risks early. - Experience in K-12 education or the public sector (preferred). - Experience in a startup or early-stage environment, creating processes and practices from the ground up (preferred). - Experience with customer success tools and automation platforms like Gainsight, ChurnZero, lifecycle email platforms, or in-app guidance tools (preferred). Benefits - Healthcare coverage: 100% for employees, 35% for dependents. - Uncapped PTO. - Monthly productivity allowance (co-working space, coffee shop, working lunch). - New hire stipend for remote office setup. - Monthly wifi reimbursement. - Annual personal office supply stipend. - Skills development stipend (begins at 1-year anniversary).

• Develop and nurture relationships with key stakeholders at healthcare organizations, including executive teams, clinical leaders, and operational managers. • Serve as the primary point of contact for high-value clients, ensuring their needs are met and addressing concerns in a timely, professional manner. • Lead the team through the onboarding of new customers, working closely with internal teams to ensure seamless implementation and integration of our solutions into customer workflows. • Drive product adoption and usage, working with clients to optimize their use of the platform and ensuring they achieve their desired outcomes. • Work closely with clients to understand their business goals, challenges, and strategic priorities, tailoring solutions to meet their needs. • Identify opportunities for upselling and cross-selling, positioning new products and features that align with customer objectives. • Develop and implement customer success plans that align with customer goals and KPIs, ensuring measurable outcomes. • Monitor customer health metrics (e.g., engagement, retention, satisfaction) and proactively address issues that may lead to churn or dissatisfaction. • Conduct regular business reviews with customers to track progress, showcase value, and identify areas for improvement. • Analyze customer data and feedback to derive actionable insights that help improve product offerings and customer success processes. • Use data to drive customer outcomes, presenting reports and updates to both clients and internal stakeholders. • Serve as an advocate for the customer within the company, ensuring their needs and feedback are communicated to relevant teams, such as Product and Engineering. • Stay informed on industry trends, regulations, and technology developments in healthcare, positioning yourself as a trusted advisor to clients. • Work closely with internal teams, including Sales, Product, and Support, to ensure customer needs are met and issues are resolved promptly. • Provide training and education to both customers and internal stakeholders on the best practices for using our products and services.

• Assist with all stages of our AI Delivery projects - designing, building, deploying, and tuning AI solutions for multiple customers. • Collaborate with internal and external stakeholders to design and build solutions that help customers achieve their business objectives using Cresta's AI product suite. • Assist in designing solutions for contact centers in sales, retention, collections, and customer service across a range of verticals, from financial services to telecommunications and everything in between. • Define labeling guidelines to be used to train conversational AI models, and assist with labeling as needed. • Lead model maintenance efforts to ensure that Cresta's AI models continue to meet our quality standards.