• Own day-to-day operational management for an assigned book of PBM clients • Serve as the primary operational point of contact for all client inquiries • Co-lead and facilitate client meetings • Partner with the Implementation team during new client onboarding • Gather and manage all client requirements for the annual open enrollment cycle • Facilitate client-facing webinars, benefit fairs, and employee education sessions • Proactively identify operational trends and issues • Monitor and track all client deliverables against contractual obligations • Contribute to cross-functional initiatives focused on standardizing client operations • Support Rightway partners by interpreting plan design and resolving inquiries

• Act as a trusted advisor to partners and clients, guiding them through the design and implementation of AI Agent solutions • Co-design AI Agent architectures with partners, ensuring scalable, high-quality implementations aligned with best practices • Educate and enable partners on what’s possible with Parloa’s platform, including capabilities, limitations, and trade-offs • Challenge and refine use cases, pushing back on low-impact or non-viable approaches and helping prioritize effectively • Bridge business and technical stakeholders, translating requirements into structured conversational and system designs • Support early-phase implementations hands-on when needed, while transitioning ownership to partners over time • Guide integration design, helping partners connect Parloa’s platform to enterprise systems (e.g., CRM, contact center platforms) via APIs and integration layers • Design and validate conversational experiences, ensuring high-quality AI behavior, performance, and user experience • Collaborate with internal teams (Product, Agent Integration Engineering, Sales, Delivery) to remove blockers and shape solutions • Define and document best practices, contributing to scalable partner enablement and repeatable delivery models

• You will strategically evolve the entire Customer Success function — from processes and playbooks to team structure • You will decouple service quality from team size by implementing AI-supported workflows, automations, and self-service formats • You will build a performance dashboard that turns satisfaction, usage, and placement data into actionable management decisions • You will lead the CS team both disciplinarily and professionally — with the goal of developing people, not just distributing tasks • You will create an environment where feedback is direct, expectations are clear, and performance is visible • You will design scalable onboarding processes that engage participants from day one and guide them throughout the learning journey • You will be responsible for key KPIs: NPS, onboarding completion rate, course completion rates, first response time, resolution time • You will work closely with Sales, Product, and Operations — acting as the strategic voice of the customer perspective • You will maintain relevant stakeholder relationships, including with job centers, and ensure compliance with applicable quality standards

• Serve as the primary contact for our current parents and students, providing timely and professional support via chat, email, WeChat, and phone. • Respond to parent and student inquiries regarding courses, learning progress, study planning, activities, exams, account access, and platform usage, ensuring accurate, timely, and professional communication. • Handle urgent or complex cases with strong ownership, proactively finding solutions and ensuring problems are fully resolved. • Guide customer through the learning journey and help ensure students receive a smooth and positive learning experience. • Document issues, identify recurring patterns, and collaborate with internal teams to improve workflows and user experience. • Maintain a high standard of service quality, empathy, and professionalism in every interaction. • Contribute to customer success initiatives, operational improvements, and user-experience optimization projects.