Role Description At GHX, the Customer Success team is focused on delivering customer value and satisfaction to drive operational excellence, sales, renewals, and upsells. The Customer Success Manager II will be responsible for leading the development and successful execution of customer specific account plans with a subset of GHX's customers. The CSM II will own driving an increase in overall utilization of GHX solutions and services within their customer base. As a CSM II you will serve as an industry expert and provide valuable product and process insights that will drive customer value and connect users with best practice. The Customer Success Manager will continuously improve customer satisfaction levels and ensure customer retention and upsell readiness. As a CSM II you will be responsible for developing, documenting and executing customer goals, reviewing progress with customers through a consistent cadence. As a CSM you will continually look for ways to improve a customer’s operation. As a CSM you own the identification of opportunities to upsell additional GHX products. The CSM will work cross functionally within GHX to drive outcomes for the customer and cross functionally with their customers to provide value to users at all levels of a customer’s organization. A successful candidate will be an exceptional communicator, creative problem-solver with a client-first mentality who is comfortable working in a fast-paced environment. They will share a passion for continual learning, value creation and education in service to driving product utilization and customer stratification. Duties and responsibilities - Knowledge of GHX product suite, effectively collaborate with appropriate internal teams to stay up to date with product functionality, feature roadmap and best practices on delivering value to customers utilizing products. - Create referenceable customers. Actively document value creation, customer success stories and commitment from customers to partner or lead industry facing events i.e. User Groups, Webinars, presentations. - Owns the identification and documentation of upsell and cross-sell opportunities with customers. - Owns the identification and documentation of customer risk and risk mitigation strategies. - Creates and implements account plans to drive outcomes for GHX products. Leads customer partnership meetings including business reviews as appropriate to stay aligned with customer on value creation, goals development and achievement and overall satisfaction with GHX. - Partners with clients to document and reach all client goals. This includes tactical, technical and strategic work, with regular milestone checkpoints. - Supports customer health by identifying potential risk or dissatisfaction and resolving both large and small risks. - Educates customers on best practices, helps customer implement, assists in customer training either personally or by identifying internal resources. - Partners with internal teams to ensure an exceptional customer experience and provides an organized approach to customer engagement. - Develops customer champions by establishing trusting relationships at all levels of the customer organization. - Represents the VOC to the product team, emphasizing and helping to prioritize changes to products that are most important to the client base. - Educate best practice internally and externally in a variety of settings; virtual, on-site, small groups and large groups. Qualifications - Bachelor’s degree required, in technical, business management, healthcare or supply chain discipline preferred, or - 2+ years prior in customer facing roles; customer success, account management, sales, and/or consulting - Clear and effective verbal and written communication and presentation skills - Proven ability to drive elevated customer experience and deliver superior customer satisfaction in a complex environment - Willing to work remotely from home office and travel up to 50% Requirements - Experience working in healthcare Supply Chain and/or for a healthcare provider or supplier; demonstrated success in building and managing strategic client relationships - Deep knowledge of and user capability with GHX solutions - Experience in SaaS, materials management, purchasing, data integration, data management, GPO contracting, or Accounts Payable Benefits - Health, vision, and dental insurance - Accident and life insurance - 401k matching - Paid-time off - Education reimbursement

• Own resolution of incoming and escalated support cases including basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and requests that require deeper investigation or judgment • Partner with Sales on compliance, quoting, and order processing for key accounts, when applicable • Work across multiple software products and support platforms • Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues • Write clear, thoughtful responses to complex customer situations and work with the team to determine the best path to resolution • Lead projects tied to payment collections, customer intelligence, account data hygiene, and content campaigns that improve the customer experience • Track and actively manage the health of your customer accounts/engagements, with CSAT as a primary measure of success • Maintain consistent, high-quality customer engagement at every stage of the journey measured against monthly and quarterly targets, where applicable • Surface customer feedback and product gaps to the Product team to influence roadmap priorities • Partner with QA on new feature testing, bug reproduction, and cross-team communication for complex issues • Work with support partners and scientific subject-matter experts to identify and close gaps in support and training/knowledge base content

Role Description We are seeking a proactive, highly communicative Customer Support Specialist to join our team in a fully remote capacity. In this role, you will be the primary virtual point of contact for incoming inquiries, guiding prospective borrowers and real estate brokers through our initial intake process. You will play a critical role in setting a professional tone, answering foundational loan product questions, and ensuring a seamless transition to our lending team. Responsibilities - Respond promptly and professionally to customer inquiries via phone, email, and chat. - Schedule appointments and consultations. - Educate prospective borrowers and brokers on our commercial lending programs, criteria, and general application process. - Assist active clients with status updates regarding their ongoing commercial loan applications and document submissions. - Maintain accurate records of customer interactions and transactions. - Collaborate with the technical and operational teams to ensure customer satisfaction. - Gather direct feedback from clients post-closing to help improve our overall funding journey and service delivery. - Provide feedback on common customer concerns to help improve our services. Qualifications - Minimum 1 year of experience in a customer service, client support, or front-office role. - Experience working productively in a remote workspace or working independently with minimal physical oversight. - Exceptional verbal and written communication skills with a clear, professional phone presence. - Strong organizational skills and the ability to comfortably manage multiple client conversations simultaneously. - Proficiency with modern workplace technology, including CRM platforms, cloud storage (Google Drive/Dropbox), and Microsoft Office Suite. - High school diploma or equivalent; Associate’s or Bachelor’s degree is a plus. Benefits - Competitive base salary. - Performance-based company bonuses. - 100% remote work flexibility. - Medical, Dental, & Vision Insurance with subsidized premium plans. - Employee Assistance Program (EAP) with free confidential counseling. - 15 days flexible PTO, 8 paid national holidays, and separate paid sick leave. - Flexible working hours. - 401(k) plan with 4% company match. - Company-paid life insurance and short/long-term disability coverage.

Role Description A career can mean different things at different workplaces. Apply now to see what it means to us and what it’s like to work somewhere your voice is heard, your wellness is a priority, and your success matters. Job Title: Customer Service Agent Employment Type: Full-Time; 40 hours/week Scheduled Hours: Monday-Friday 8:30AM-5:00PM; some evening shifts required with hours 11:30AM-8:00PM Program/Location: Triage Center, REMOTE PC#: 2404 About the Program Triage Center responds to statewide requests for CHR services. Provides screening & triage to multiple levels of care. Refers individuals and/or families to the appropriate level of care in or out of our service system. Crisis triage to 911/emergency services and/or MCRT & EMPS (via 211) as needed. Triage Center is staffed by a team of call center agents, care coordinators, and a manager. Duties and Responsibilities - Consistently provide genuine, friendly, personable and professional service. - Responsible for appointment scheduling and intake service coordination. - Establish rapport and working relationships with clients and clinical staff to enhance the overall engagement experience for clients. - Handle a high call volume in a fast-paced contact center environment. - Provide education to clients about available CHR resources to assist them in accessing treatment, i.e., transportation alternatives and schedules of providers. - Coordinate, network and schedule hospital, urgent care, and appropriate internal/external programs within agency guidelines. - With training, demonstrate knowledge of services and resources at CHR to direct the caller to relevant provider or program. - Go above and beyond by advocating for every customer concern and request. - Assist staff in promoting a recovery oriented treatment environment. - Participate in staff meetings, supervision, trainings and other meetings as assigned. - May perform other assignments and duties as program and agency needs require. - Additional duties as required. Qualifications - High School Diploma or equivalent required, Bachelor’s Degree preferred. - Minimum of 5 years of experience in a customer service oriented role required. - Intermediate to advanced typing and technical aptitude required. - 2-5 years of experience working in a call center environment preferred. - Prior experience working in a medical office or in social services preferred. - Bilingual preferred. Benefits - Award-Winning Workplace: Proudly recognized as a Top Workplace for 11 consecutive years! - Generous Time Off: Enjoy ample paid time off, including a special day off for your birthday! - Retirement Savings: Benefit from contributions to your 403b Retirement Plan. - Comprehensive Insurance: Competitive premiums with added discounts on pet, auto, and home insurance! - Education & Tuition Support: Tuition reimbursement and professional development programs. - Student loan repayment assistance (Public Service Loan Forgiveness, Nurse Corps, NHSC/HRSA at select sites). - Exclusive tuition discounts for CHR employees at several local colleges/universities. - Career Development: FREE robust training curriculum, featuring our brand-new Clinical Training Series for interactive learning, practical skill enhancement, and professional growth! - Clinical supervision and/or mentoring available at many programs. - Internal career fairs: connect with recruiters to discuss your career aspirations and the various opportunities available within our over 80 programs statewide. - Wellness Program: Annual wellness stipend. - FREE 24/7 confidential counseling sessions and a FREE premium subscription to the Calm app, for employees and their families. - Fun activities like virtual bring-your-pet-to-work lunches, weekly yoga, coloring contests, employee appreciation events, and more! - Employee Involvement: Participate in leadership luncheons with our CEO and various agency committees! - Stay Informed: Weekly video updates from our CEO and monthly newsletters to keep you in the loop. - And So Much More: Many benefits are available to all staff, regardless of the hours worked, with some subject to eligibility. Compensation $19.28/hour minimum and up commensurate upon experience. Actual rates are determined at the time of offer and are based off of relevant experience, as well as adherence to our internal equity policy. Many of our positions offer program/location differentials and/or sign-on incentives. (Please note, for part-time positions this range would be pro-rated based on hours worked) CHR is an equal opportunity employer, and we encourage all to apply. Apply to CHR today!