• Provide onboarding support to new members in both the B2C and B2B spaces, minimizing their time to value on our platform. • Proactively monitor customer health signals and run save conversations with at-risk accounts before they reach the cancellation stage. • Identify and flag expansion opportunities to the Sales team when your customers are set up to grow. • Surface meaningful customer feedback to Product and leadership — not just themes, but the context and evidence that actually drives decisions. • Improve the systems you inherit — updating playbooks, maintaining documentation, and proposing workflow changes that make the whole team better. • Build genuine, long-term relationships with your customers — they should hear from you when things are going well, not just when something's wrong.

• Primary point of contact for 30–60 assigned accounts across the entire engagement • Manage dedicated Slack channels — respond within 2 hours during business hours • Understand each client's business goals, pain points, and competitive landscape to advise strategically • Conduct congratulations calls — first touchpoint after client signs • Run onboarding calls — walk clients through systems, set up CRM, connect calendars, review ad guidelines, complete all onboarding forms • Lead launch calls — present ROI expectations, confirm ad budgets, review ad creatives, walk through patient journey, ensure backup cards are on file • Lead weekly and bi-weekly check-in calls — address concerns, review campaign performance, discuss strategy pivots • Monitor campaign performance — track lead flow, cost per lead, show rates, booking rates, conversion metrics; flag issues before clients notice • Track appointment statuses (showed, no-show, cancelled, rescheduled) the day after each booking • Coordinate with media buyers on creative feedback and strategy changes • Coordinate with onboarding/tech team on funnel builds, CRM setup, and technical integrations • Identify upsell and account expansion opportunities across portfolio • Spot at-risk accounts early through engagement tracking and sentiment analysis; intervene before clients consider leaving • Turn satisfied clients into case studies, testimonials, and referral sources • Maintain ClickUp task organization, update client cards, track deliverables and timelines • Prepare monthly performance summaries with campaign results, lead data, and strategic recommendations • Update DEFCON status, communication recency, and billing information in ClickUp

• Facilitate high-level communications regarding software licensing and compliance via email, phone, and video conferencing. • Conduct thorough research into case details, analyze usage patterns, and maintain meticulous records within the CRM. • Manage compliance leads and employ professional negotiation tactics to resolve licensing discrepancies. • Contribute to the internal knowledge base by documenting workflows and generating performance reports.

• Provide technical leadership across the Analytics function • Develop, maintain, and govern Enterprise Anti-Money Laundering/Counter-Terrorist Financing models/AI solutions • Liaise among model owners, developers, users, and other stakeholders • Interpret policies and provide guidance to FCRM stakeholders • Develop processes/tools to manage inventories, issues, and action items for the FCRM models