• Subject-matter and organizational leadership of the Customer Success team • Support and development of team members in day-to-day operations • Conduct regular feedback, development and target-setting meetings • Resource and deployment planning within the team • Ensure high service and response quality • Promote a positive, solution-oriented and cross-team mindset • Strategic management and development of existing customer relationships • Escalation management for critical customer inquiries or project situations • Ensure high customer satisfaction and sustainable customer retention • Support with complex technical or organizational issues • Identify optimization and development opportunities for customers • Close collaboration with Consulting, Project Management, Sales and Development • Further development of internal service and support processes • Define and monitor relevant KPIs and service levels • Optimize ticket, communication and escalation processes • Establish and maintain standards, documentation and best practices • Support the introduction of new processes, tools and structures • Contribute to the development of the Customer Success strategy

Role Description This employee performs virtual equipment education and coaching in a timely and professional manner. Generally responsible for the education and coaching of customers who have received CPAP and Bilevel devices. - Provide technical assistance with equipment. - Participates in the training of all RTs/SETs. - Provides coaching/clinical outreach to patients via dialer as assigned. - Identifies escalations of care and makes recommendations as needed. - Ensures quality service by following and adhering to departmental and company policies, procedures, and standards. - Assists customers through coaching of company's products by adequately assessing customer compliance, thoroughly explaining product benefits, and assisting with escalating communication to clinical staff as necessary. - Ensures continuity of care by ensuring open communication with internal and external team members. - Provides customer follow up as required. - Reviews clinical testing/results to ensure appropriate standard of care of PAP device. Qualifications - High School Diploma or General Education Degree (GED), required. - Graduate of an AMA approved respiratory program, required. Requirements - Minimum of one year experience in DME, required. - Familiar with equipment and services provided in the home healthcare setting or other experience in patient care. - Must have excellent customer service and human relations to interface with patients, doctors, and other referral sources. - Must be computer literate. - Work well individually and as team member. - Must function in fast-paced environment. Licenses and Certifications - Must remain certified, registered, or licensed by the applicable state and/or national board governing clinical practice or as otherwise permitted by law. - In all states, CRTs and RRTs are qualified for this position. - Will be required to obtain additional state licensing for states assigned.

• Become a Product Expert: Develop deep expertise in every aspect of the platform — features, workflows, edge cases — so you can resolve issues quickly, provide authoritative guidance, and anticipate what customers need before they ask. • Provide Technical Customer Support: Be the first responder for customer questions across support channels — how-to questions, configuration guidance, integration troubleshooting, billing inquiries, and data export requests. • Build and Maintain the Knowledge Base: Turn repeated questions into help articles, document common support patterns, and keep runbooks current as the product ships new features weekly. • Write Clear, Actionable Bug Reports: Create detailed, reproducible bug reports and gather logs or screenshots that help engineers resolve problems quickly. • Test Pre-Release Features: Validate new features before they ship to catch issues early and help maintain the reliability our users count on. • Drive Issue Resolution: Serve as the bridge between Customer Success and Engineering — closing the loop on high-priority incidents and making sure the right teams have the right context. • Surface Product Signal: Tag issues by theme, spot emerging patterns, and ensure what you're hearing from customers reaches the teams building the product.

• Take ownership of diverse projects and initiatives with a primary focus on cloud security, collaborating with core account groups (Sales, Support, Success), product/engineering teams, and customer teams. • Interface and influence key stakeholders, ensuring effective communication and collaboration throughout the project lifecycle, particularly emphasizing security best practices. • Establish a deep understanding of the customer’s business vision, culture, and processes with a keen focus on cloud security requirements. • Build and grow strong relationships across the org from the day-to-day technicians to the CISO level. • Evangelize Wiz value, influencing customers to adopt the right secure solutions at the right time. • Ensure the guidance from Wiz (documents, support, TAM, product team, etc) is understood and executed by the customer, while advocating internally at Wiz on behalf of customers to ensure their security needs are met. • Leverage your communication skills and extensive PM experience with large-scale transformations to guide customers post onboarding through their stages of Wiz adoption with a strong emphasis on implementing and maintaining robust cloud security practices. • Innovatively solve customer security challenges through the introduction of new ideas, tools, and mechanisms while overcoming any political blockers internal to the customer. • Collaborate with the Customer Account team to identify and pursue strategic cloud opportunities, specifically those related to cloud security enhancements by deepening product use or expanding to new business units. • Provide support through TCO analysis and business case assessments, ensuring alignment with customer security objectives. • Understand tool ecosystem and provide options for tool consolidation and deepen Wiz value. • Accelerate the customer’s cloud security adoption journey with a specific focus on defining key milestones, removing blockers, and implementing processes to ensure secure workload migrations. • Drive customer enablement by defining a comprehensive training strategy to upskill technical and non-technical roles across the customer's organization with a strong emphasis on cloud security awareness. • Implement effective governance structures to govern the partnership with the customer, placing a high priority on the security aspects of the partnership and the customer’s adoption of Wiz.