• Work as a cloud customer success manager to provide FinOps services to a dedicated customer base. • Act as a subject matter expert on cloud billing & licensing models. • Resolve complex customer requests or complaints. • Apply best practice processes/procedures associated with onboarding, provisioning, tools, reporting and escalations.

• Conduct customer business reviews that are focused on cloud utilization and identifying and sharing cost optimization opportunities. • Build and maintain a trusted advisor relationship with our customers. • Maintain comprehensive documentation of checklists, procedures, processes, and policies to support compliant and best-practice deployment and utilization of cloud resources. • Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction. • Own the post-sales relationship

• Ensure JoomPulse's operations run smoothly and without disruptions. • Track internal request workflows and follow up to secure approvals and signatures. • Ensure prizes, rewards, and promotional materials reach the right people on time. • Monitor and track all open IC requests, ensuring none exceed the defined SLA. • Send proactive follow-ups via Slack and email until each request is completed. • Ensure all Partner Program and live-stream rewards and prizes are shipped within SLA. • Keep merchandising and giveaway inventory control updated in real time.

• Collaborate with Digital Operations Associate II to gather required documentation for underwriting and approval • Maintain and update internal customer databases with accuracy and attention to detail • Monitor and process incoming client applications promptly • Complete onboarding tasks efficiently and within designated timelines • Resolve Anchor incidents related to onboarding as needed • Regular, reliable, and predictable attendance • Adhere to established processes, procedures, and checklists to ensure high-quality service delivery • Assist in manual account openings alongside Digital Operations Associate II • Provide support to both customers and Digital Operations Associate II during the account opening process • Build and maintain relationships to support potential business development opportunities • Utilize internal tools and systems to ensure data consistency across customer resource management and loan/deposit origination platforms • Work with Senior Leadership on strategic planning for an effective customer servicing apparatus in a growing financial services company • Maintain favorable working relationships across business lines • Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, SAR, CTR, FACT ACT, Community Reinvestment Act, EEO, and fair employment practices • All other duties as assigned