• Become a product expert by developing and maintaining an outstanding knowledge of LEAP Software, including legal content and partner software • Understand the LEAP product ethos and where it sits in the marketplace, and be willing to communicate this to external parties • Provide information to LEAP support staff about client needs and lead issue resolution cross-departmentally. • Work with cross-functional teams to implement, test, and measure initiatives and product updates to improve adoption and reduce churn • Measure and report on client on-boarding & product adoption KPI's • Act as the voice of our clients - identify trends and gaps based on communication and feedback from clients • Contact clients regularly throughout their life with LEAP, ensuring they are using LEAP to its potential, devising and implementing strategies where they are not doing so • Demonstrate the continued value and software development to existing clients through webinars and tutorials • Focus on key clients via meetings and providing clear communication about the value of LEAP

• Build and maintain relationships with clients, understanding their needs and serving as primary point of contact for day-to-day operational items, whether they are due to product challenges, gaps or changes withing the industry or local market. • Ensure client retention through delivery of exceptional service and support. • Assist with challenging client requests or issue escalations as needed, working closely with appropriate teams to mitigate system issues and seek resolution. • Uncover the true business needs, pain points, and challenges that clients are facing, and understand the client's organizational landscape. • Ensure the timely and successful delivery of solutions according to customer needs and objectives, meeting and exceeding agreed-upon customer satisfaction goals. • Partner cross-functionally with product to ensure the continued success of clients and provide insightful feedback from client interactions to leadership. • Maintain weekly communication with assigned clients and document the health of clients in weekly status reporting and quarterly client reviews. • Regularly travel to client sites, conferences, and industry events to represent the company, engage with stakeholders, and ensure the successful execution of projects and business objectives. • Lead tailored product demonstrations to show the value of additional HHAeXchange solutions. • Remain updated on industry knowledge, risks and opportunities and build expertise in HHAeXchange's products and offerings. • Develop trusted advisor relationships with key accounts, customer stakeholders, offering on-site guidance as required. • Collaborate with the sales team to identify and grow opportunities within the market. • Address gaps in implementation, services, support and or/client needs. • Manage a set of KPIs to drive increased customer satisfaction including support metrics, turnaround times, ticket backlog volumes, etc.

• Call new leads generated through online marketing campaigns to introduce services and secure bookings • Proactively book clients into clinic appointments in a warm, professional, and sales-driven manner • Follow up on incomplete bookings and general client enquiries via phone and email • Reengage and reactivate lapsed or inactive clients from the CRM database • Identify existing clients with unused treatments or upcoming rebooking opportunities • Manage appointment confirmations, reminder calls, and daily schedule updates • Conduct proactive follow-ups for client no-shows and handle swift rescheduling • Maintain exceptionally accurate CRM notes, updating client files and communication histories • Manage daily follow-up lists and action scheduling tasks efficiently • Provide proactive updates and pipeline reporting to management regarding booking outcomes

• Create and configure hotel accounts in backend systems, ensuring accuracy and proper branding • Resolve Customer Operations tickets, including updates to registration cards, authorization forms, and messaging configurations • Coordinate and schedule onboarding and training sessions with customers • Support high-volume rollout initiatives (e.g., scheduling waves, configuration projects) • Participate in special projects, including customer outreach, reporting, and operational support • Provide timely updates to CSMs and stakeholders on task progress and completion • Maintain clear and professional communication with customers across all interactions • Identify process improvement opportunities and contribute to enhancing team efficiency • Maintain clear, professional, and customer-friendly communication across all customer interactions • Support real-time operational workflows, including guest-facing interactions such as assisting with remote check-in experiences when required • Provide high-quality customer service while troubleshooting operational or guest-related issues in real time