• The Client Success & Resolution Lead plays a critical role in advancing Modern Family Law’s mission, vision, and values by improving the overall client experience and strengthening client satisfaction across the firm. • Serve as a strategic operational partner responsible for proactively identifying and addressing client concerns before they escalate into formal disputes or complaints. • Acts as a central point of coordination between clients, attorneys, finance, and operational teams to ensure concerns are handled professionally, consistently, and in alignment with the firm’s standards of service and client care. • Help establish consistent client experience standards, improve operational accountability, and support long-term client trust and retention. • Monitor and identify recurring client concerns, operational friction points, communication breakdowns, and billing-related dissatisfaction. • Develop proactive risk indicators and escalation protocols to identify at-risk client matters early in the process. • Conduct detailed reviews and root cause analysis to determine the underlying drivers of disputes, complaints, or negative client experiences. • Analyze trends across offices, legal teams, billing practices, and operational workflows to identify systemic issues and opportunities for improvement. • Identify recurring themes and provide leadership with actionable recommendations to improve communication standards, service delivery, billing transparency, and operational consistency across the firm.

• Build, grow, and expand client relationships at all levels while identifying and maintaining critical contacts across various functional areas of the organization (administration, IT, clinical, financial, etc. including C-Suite) to achieve overall customer success and satisfaction. • Speak to all market segments/lines of business and make recommendations that impact the business holistically. • Leverage product and industry knowledge to clearly communicate the company vision and meet customer goals. • Maintain an understanding of PointClickCare’s products & services, industry knowledge and trends to drive customer engagement. • Develop and execute strategic account plans (Success Plans), identify organizational goals, and provide guidance to clients to achieve successful and valuable outcomes. • Conduct business reviews (Success Reviews) with key contacts/decision makers to drive further adoption and increase value of PointClickCare solutions. • Work with clients to understand their objectives and align those with PCC solutions. • Consult with clients to solve problems by having value-based conversations. • Work cross functionally with internal teams to advocate on behalf of customers, as well as maximize expansion, adoption, and retention of subscriptions to make our customers successful and ensure their requests are prioritized and addressed. • Work closely with the Account Executive in identifying and uncovering possible sales expansion opportunities to make our customers successful. • Proactively provide early warning and turnaround strategies that focus on customer health and mitigate churn. • Act as a point of escalation, when required, to help manage customer expectations, and develop Save plans for at-risk accounts. • Demonstrate empathy in all customer dealings. • Communicate effectively to quickly gain buy-in from internal and/or external stakeholders. • Flexible when facing tough calls and embrace difficult conversations. • Convey outcomes and objectives timely via written documentation. • Meet and exceed KPIs while maintaining strong client relationships. • Complete CSM Certification within 12-months of hire.

Role Description Are you a strong communicator who enjoys helping people stay on track and reach the finish line? At 160 Driving Academy, we are hiring Student Success Advisors to support students from the time tuition is paid through classroom theory, yard training, CDL testing, graduation, and job placement support. This role is focused on student support, retention, communication, and follow-through. You will help students complete required steps such as permits, DOT physicals, drug screens, attendance, fees, testing, and placement verification. With 90 locations across 32 states, 160 Driving Academy helps thousands of students each year start careers in trucking. Responsibilities - Support students from class start through graduation and CDL testing. - Take inbound calls from enrolled students and resolve or escalate issues quickly. - Make outbound support calls to students assigned to your training locations. - Help students stay on track with permits, DOT physicals, drug screens, fees, attendance, and testing requirements. - Track student attendance and identify students who may need additional support. - Update student communication and activity in Salesforce. - Assist with enrollment documentation and student billing package requirements. - Support job placement follow-up and verify placement after graduation. - Greet walk-in students and prospective students when working from a branch location. - Maintain a clean, organized, and professional branch environment when on-site. - Partner with yards, instructors, compliance, training, and support teams to remove student barriers. - Follow company pricing and discount guidelines. Qualifications - Experience in education, vocational training, admissions, workforce programs, retail, or student services. - Familiarity with WIOA or government-assistance programs. - Experience supporting adult learners or career-change students. - Branch operations or site coordination experience. - Bilingual English and Spanish is helpful but not required. - Experience coordinating compliance documents such as permits, physicals, drug screens, or testing paperwork. Requirements - High school diploma or GED required. - Strong customer service and communication skills. - Ability to manage a student caseload and follow through on details. - Strong organization, time management, and attention to detail. - Experience using Salesforce, Outlook, and standard communication tools. - Comfortable working remotely or from a branch location as assigned. - Ability to support students professionally by phone, email, text, and in person. - Accountable, coachable, and focused on student outcomes. Benefits - Hourly pay based on experience and state requirements. - Commission opportunity tied to eligible branch-driven enrollments. - Bonus opportunity tied to student retention. - Comprehensive benefits package for full-time team members. - Training and onboarding to support your success in the role. - Remote or branch-based work depending on business needs. - Career growth opportunities within 160 Driving Academy. - An opportunity to make a lasting impact by helping students complete training and start careers in trucking.

• Lead the day-to-day management of a portfolio of digital marketing clients and campaigns • Coordinate campaign execution across internal teams including Creative, Data Operations, Tracking & Attribution, Digital Operations, and Enrollment Marketing to ensure campaigns launch accurately and on schedule • Manage campaign timelines, deliverables, approvals, and operational workflows to maintain a seamless client experience and ensure alignment across departments • Monitor campaign pacing, performance, and key KPIs while proactively identifying optimization opportunities related to targeting, creative, budget allocation, audience strategy, and conversion performance • Analyze reporting data and platform insights to develop strategic recommendations and communicate campaign performance clearly to clients and internal stakeholders • Lead recurring client meetings, performance reviews, onboarding discussions, and strategic planning conversations focused on achieving enrollment and marketing objectives • Troubleshoot campaign, tracking, reporting, or operational issues while coordinating timely resolution across internal teams and external partners • Identify opportunities to strengthen client relationships, support renewals, expand campaign scope, and introduce additional digital marketing strategies aligned with client goals • Collaborate cross-functionally to improve internal workflows, operational efficiencies, communication processes, and scalable service delivery standards • Stay informed on digital marketing trends, platform capabilities, attribution methodologies, audience strategies, and industry best practices to continuously improve campaign strategy and client outcomes