• Serve as the primary point of contact for a portfolio of government agencies and public entities • Ensure clients are actively using Civic Marketplace and seeing tangible value from it • Own retention and satisfaction metrics across your accounts, with client outcomes as the measure of success • Track open requests, quote activity, and follow-up items; make sure nothing falls through the cracks • Conduct proactive outreach to agencies via phone and email, including personalised follow-up after initial contact • Schedule and coordinate demos, onboarding sessions, and training calls • Chase down suppliers for bids and responses on behalf of agency clients where needed • Maintain a high contact rate and keep a healthy cadence of touchpoints across your account list • Guide agencies through onboarding and initial platform adoption • Provide training and ongoing education to help clients use Civic Marketplace effectively • Identify and resolve issues early, escalating where necessary and following through to resolution • Conduct regular check-ins and business reviews to assess satisfaction and surface growth opportunities • Work closely with the Agencies and Entities Team (VP of Agencies, Director of Engagement, and VP of Strategic Partnerships) to align on priorities and share account intelligence • Feed client insights back into the product and go-to-market teams to inform platform improvements • Support go-to-market initiatives that drive agency acquisition and deeper platform engagement • Coordinate across internal teams to ensure client needs are addressed quickly and completely

• 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