• Coach, develop, and manage a team of five Onboarding Specialists • Drive and evaluate core performance metrics (KPIs) including Time to Value, Onboarding Score, and CSat Scores • Define, execute, and continuously improve the structured customer onboarding experience to drive strong product adoption and early value realization • Act as a central partner to Product, Support, Marketing, and GTM Enablement teams to incorporate top reasons for support and new features/functionality into the Onboarding curriculum and training materials • Oversee and manage the daily operational workflows, including the Onboarding Queue, specific provisioning/handover CTAs, and complex checks like HIPAA + SMS Enablement • Drive and oversee key initiatives aimed at shaping the customer experience at scale, such as Automated Provisioning, CSM Handover Updates, and Onboarding Handbook Updates

• You conduct 1:1 strategy calls with clients and provide clear next steps • You are the primary point of contact when a client doesn’t know what to do, has reached goals and needs next steps, or is dissatisfied because they are not progressing • You have a clear understanding of the client’s strategic journey • You act as a reliable sparring partner with strategic foresight • You actively contribute your strategic expertise to clients and the team • You coordinate closely with other experts and the team to ensure the best possible customer journey for strategy and will be supported by an Account Manager

• Act as first point of contact for external service enquiries and escalations. • Ensure timely and quality responses to customer queries. • Schedule and chair customer meetings including regular service reviews with key customer stakeholders. • Build and maintain excellent relationships across the customer base. • Identify and assess customers’ pressures, needs, challenges, to achieve and exceed customer satisfaction. • Understand our customer contractual obligations, including SLAs, and regularly track and review performance against these. • Work with finance and the delivery teams to ensure accurate billing, minimising disputes, and payments in line with the contract terms. • Work with the finance partner to produce monthly and quarterly customer-facing financial summaries for actuals and forecasts for program delivery and ongoing service. • Use our support systems to produce regular customer service reports and quality documentation covering SLAs, service performance, incidents and problems. • Analyse and present service data to customers via reporting and service reviews. • Use service data and customer feedback to identify trends and areas of opportunity for improvement. • Work internally to ensure tasks are carried out in a timely manner and in line with customer expectations. • Understand and engage in the incident management process, acting as the liaison between Wifinity and customer where required. • Manage stakeholders through regular reporting and engagement.

• Proactively build, qualify, and maintain a healthy regional sales pipeline, to pursue new K-12 school district accounts to achieve defined sales goals. • Own the full sales cycle from initial engagement through execution of a signed Letter of Participation, demonstrating accountability for deal progression and close. • Leverage regional market data, referrals, trade shows, and existing K–12 relationships to generate and advance new opportunities. • Accurately document all sales activities, opportunities, and member interactions in Salesforce in a timely manner. • Evaluate and track progress toward regional sales objectives, providing visibility to results, risks, and opportunities. • Partner with internal Operations teams to ensure all enrollment requirements are completed accurately and on schedule. • Consistently nurture priority accounts, using structured communications and scheduled business reviews to drive long-term program participation and member satisfaction. • Conduct periodic business reviews to assess outcomes, align objectives, and surface opportunities for deeper partnership or expansion. • Complete assigned member tasks, requests, and action items within Salesforce in accordance with service expectations. • Define and attend critical State and local School Nutrition Association (SNA) conferences and chapter meetings to generate sales leads, maintain visibility and strengthen relationships. • Share market trends, competitive insights, and member feedback with Sales, Marketing, and internal IPS teams to inform strategy and messaging. • Collaborate cross‑functionally to support regional growth initiatives and improve the overall member experience. • Demonstrate an enterprise mindset by aligning individual efforts with broader organizational goals and growth priorities.