• Act as primary contact for B2B/enterprise customers, accountable for driving healthy and constant relationships with key contacts throughout the customer lifecycle - from app launch to renewal. • Ensure customer satisfaction, retention, and success. • Manage escalations, internally and externally, with a focus on customer empathy. • Maintain regular contact with customers to understand their business priorities, monitor their progress toward achieving key results, and continually identify and mitigate risks (relationship, commercial, etc.). • Work with partners to accurately forecast growth and to identify and monitor progress towards shared goals. • Drive adoption of Alpaca features (new and existing) among our Live Partners. • Identify and disseminate best practices and pitfalls. • Represent the partner internally to ensure Alpaca across multiple groups (marketing, product, operations, etc.). • Maintain positive relationships, internally and externally, to drive overall success and overcome obstacles. • Provide internal communication and reporting on overall account status, health, and risk. • Develop a success strategy for ensuring customer success. • Identify areas and consider solutions for improvement/optimization within Alpaca. • Ad-hoc duties and responsibilities as assigned. • Deliver QBRs and executive reports that align customer goals to platform outcomes. • Serve as a trusted advisor to customers’ leadership teams, aligning Alpaca capabilities to their go-to-market strategy. • Own the full customer lifecycle post-signature: onboarding, activation, expansion, and renewal. • Collaborate cross-functionally with Product, Sales, and our Broker Dealer to leverage process understanding to champion partner needs and influence roadmap priorities.

• Receive calls, respond to workflows and chat to answers basic to moderately complex questions from policyholders, medical providers, and sales agents on life, preneed, or health (such as Medicare supplement, dental, vision, hearing, Hospital Indemnity & Ancillary Products) policies such as claims, benefits, and premiums while protecting privacy as outlined by state and federal regulations. • Receive and process basic to moderately complex changes such as premium refunds, deductible changes, co-insurance changes, network changes, refunds premiums, reconciliation, balancing, removing dependents, standard terminations and other related items. • Document all aspects of customer claims to ensure file has all information required to fulfill policyholder and/or provider requests. • Occasionally research systems, websites, and work with internal departments to accurately follow-up with and resolve basic to moderately complex policyholder and provider complaints and concerns, escalating issues appropriately to more experienced peers to resolve more complex issues and assisting peers through chat lines as needed. • Plan, coordinate, and execute basic to moderately complex projects to support the business. • Train, mentor, support, and develop less experienced customer success representatives by providing advice, coaching and educational opportunities.

• Lead, mentor, and develop a team of high-performing Client Success Partners (CSPs) • Manage team performance against key performance metrics, including Net Promoter Score (NPS), client health scores, referenceability, and expansion/renewal targets. • Act as an escalation point for complex client issues, guiding the team to resolution while maintaining executive relationships. • Own overall strategic health and success of the PCC client portfolio, including contractual performance guarantees and platform benchmark outcomes • Develop and execute account-level strategies that secure high-value client outcomes and maximize realization of Qventus solution's ROI. • Hold both the CSP team and client stakeholders accountable for executing success plans, driving platform adoption, and achieving targeted operational improvements. • Serve as a visible advocate for Qventus's value proposition, ensuring client stakeholders understand the value of the AI platform. • Drive expansion and cross-sell opportunities within the portfolio by identifying new business use cases and compelling business cases. • Ensure a high rate of client renewal by demonstrating continuous, measurable value and establishing strong executive-level reference accounts. • Collaborate closely with internal teams to translate client needs into product improvements and ensure successful solution deployment.

• Deliver on Stewardship Promises to clients by owning assigned tasks, meeting required due dates, and tracking progression within the Agency Management System. • Supports process execution and cross-functional coordination for assigned clients. • Coordinates timelines and deliverables and ensure accurate and timely execution of all enrollment activities. • Identify discrepancies, research root causes with guidance as needed, and resolve issues directly or escalate appropriately. • Support compliance-related activities (e.g., COBRA, EOI, notices, plan documentation) and ensure complete, accurate recordkeeping across systems, files, and client documentation. • Assist care center colleagues with claims advocacy as needed by coordinating with carriers, vendors, and internal teams to resolve escalated issues and clearly communicating outcomes to clients and members. • Provide foundational support to internal colleagues by gathering information, preparing standard documentation, and routing client inquiries to appropriate team members. • Prepare external communications such as renewal materials, open enrollment instructions, COBRA information, claims updates, and benefits administration messages. • Proactively identify and contribute to process efficiencies and improvements, recommending and helping implement changes that enhance quality, timeliness, and client experience. • Supports shared services partners and third-party vendors by sharing process knowledge and flagging issues during implementations and open enrollment. • Supports retention and growth of an assigned book of business by delivering accurate, timely benefits administration and high-quality client experience. • May participate in open enrollment calls and/or meetings.