• Become the strategic partner for your assigned clients, addressing their goals and recommending proven best practices that maximize their desired outcomes. • Regularly review and provide customer health data to identify trends and opportunities and actively address and avoid risks. • Provide internal communications regarding customer’s configuration, usage information, satisfaction of the system. • Establish and conduct proactive recurring cadence calls with customers that accelerate the adoption of best practice solutions aligned with customer goals and objectives. • As the account quarterback, establish and supervise the customer’s adoption, sustainment, and optimal utilization of Censis’s products and services to continually drive incremental value. Guide the customer to the appropriate internal Censis resources available. • Schedule proactive on-site visits with customers to foster relationships and better understand each customer’s unique environment. • Create and conduct annual Business Reviews with customer leadership teams to drive impactful partnership discussions, align on their vision for continuous improvement, understand key business challenges, and deliver value messaging. • Execute contract renewal management workflows, working with our internal teams and external customers to ensure timely renewals. • Build and maintain clinical and technical knowledge expertise. Knowledgeable about the workflow solutions and benefits of Censis applications. • Actively support funnel growth by generating qualified CS leads based on customer evidence. • Actively update required CRM systems and follow cross-functional standard workflows. • Be a client advocate, while keeping Censis values and initiatives in mind.

Role Description Soracom is seeking a motivated Customer Engagement Specialist with a passion for technology and the drive to build an incredible career. If you are a recent graduate or someone early in your career and looking for a great opportunity to join a fast-growing company this is the ideal opportunity. The Customer Engagement team plays a critical role in the growth of our organization. We are looking for individuals who are great team players, enjoy working in a collaborative environment, while being self-driven and autonomous. This role works in collaboration with sales and marketing nurturing leads and setting qualified discovery calls that ultimately lead to new business and new revenue. The perfect candidate has a mix of self-confidence and humility, is able to deal with rejection, and can be competitive while having fun. Key Responsibilities - Generate qualified leads through outbound phone and email prospecting - Working closely with our Marketing team to qualify inbound leads - Qualifying leads by using tools such as Salesforce, Outreach, and Zoominfo - Uncovering prospect needs, generating interest, and forwarding to the appropriate sales representative once qualified - Managing lead flow in Salesforce, and tracking qualified leads through acceptance by Sales Representatives - Meeting or exceeding set monthly goals - Working with internal teams, and other Customer Engagement Specialists to gather lead lists and execute prospecting campaigns based on territories - Demonstrate our Leadership Principles, such as Proactive, Customer Centric, Just Do It, Dive Deep, Emotionally Mature and Deliver Results Qualifications - Must be fluent in English and possess excellent writing skills - Legally eligible to work in the United States - Ability to grasp basic technical concepts - Strong listening/communication skills and ability to adjust communication style to their target audience - Able to connect to their audience via phone and video conferencing - Be autonomous and driven, with a positive and enthusiastic attitude - Able to work from home and has a dedicated and quiet focus area or workspace - Ability to thrive in a growing, fast-paced work environment - Proficiency in Microsoft Office Suite and/or Google Suite - Willingness to explore and push the boundaries of AI tools such as Claude, Google Gemini, or ChatGPT to increase productivity and automate repetitive tasks - Ability to learn and willingness to adapt through coaching - Comfortable and exceptional at managing their own time Desirable Experience and Skills - Bachelor’s Degree or relevant experience preferred - Experience working with Salesforce, Outreach and/or Zoominfo - Knows the basic IT around servers, networking, and AWS services - Has previous working experience or exposure to Slack - Experience working with a variety of partnership models and stakeholder types is a plus - WFH experience - Spanish language skills are a bonus Who you are - You are curious, persistent, and coachable. - You have thick skin and are able to handle rejection well. - Your communication is professional, consistent, and empathetic. Benefits - Health Care Plan (Medical, Dental & Vision) - Retirement Plan (401k, IRA) - Life Insurance (Basic, Voluntary & AD&D) - Paid Time Off (Vacation, Sick & Public Holidays) - Family Leave (Maternity, Paternity) - Short Term & Long Term Disability - Training & Development - Work From Home - Stock Option Plan

• Build and maintain strong relationships with clients and key stakeholders • Serve as the primary point of contact for customer communication and support • Guide customers through onboarding, implementation, and product adoption processes • Monitor customer engagement, satisfaction, and overall account health • Proactively identify opportunities to improve customer retention and success • Conduct regular client check-ins, business reviews, and follow-up meetings • Collaborate with sales, product, and support teams to address customer needs and ensure a positive experience • Resolve customer concerns and escalate issues when necessary • Identify upselling and cross-selling opportunities within existing accounts • Maintain accurate customer records and account activity within CRM systems • Analyze customer feedback and usage trends to provide strategic recommendations • Support the development and improvement of customer success processes and workflows

• Manage a high-volume portfolio (300–350 accounts / ~$2.5M ARR), driving renewals, retention, and customer value through proactive risk mitigation • Execute a scaled engagement strategy, segmenting customers by ARR and leveraging a mix of automated, 1:many, and targeted high-touch interactions • Deliver value through data-driven insights, including customer health scores, usage trends, and adoption metrics to prioritize outreach and reduce churn risk • Lead key customer initiatives (e.g., back-to-school readiness, business reviews) aligned to customer goals and outcomes • Partner closely with Sales to identify and support expansion opportunities across accounts • Utilize tools such as Salesforce, Gainsight, and Outreach to manage customer success activities at scale • Act as the customer advocate by surfacing insights, resolving risks, and collaborating cross-functionally to improve the customer experience