• Oversee a portfolio of ±20 DACH-based customers and own the full customer lifecycle, proactively driving adoption, retention, and expansion. • Be a Mural and LUMA Institute expert and spot opportunities to run plays (e.g. enablement, onsites and campaigns) to drive utilization and adoption • Uncover and cultivate meaningful executive relationships across multiple business units by leveraging your expertise as a strategic partner • Monitor customer health scores, trending data, and triggers and use your deep account knowledge to identify risk and create mitigation plans • Maintain operational excellence across your book of business by keeping customer and engagement records accurate and actionable (supported by tools like Gong and Gainsight) • Advocate for your customers internally by sharing success stories and feedback • Conduct discovery sessions to uncover business goals, sponsors, success metrics, use cases, and impact • Work closely with your Sales counterparts on account strategy to ensure renewal and identify growth opportunities • You’ll be innovative, collaborative, and agile in your approach, bringing a unique point of view on how to best tackle your book of business.

• Proactively monitor and manage client health and the relevance of projects to the client’s business • Understand the product and ecosystem and identify alternatives to improve project relevance and adoption • Study the industry and the specific characteristics of each client’s business • Act as the client’s voice to other teams within the company, sharing pain points and seeking solutions internally • Ensure delivery and compliance with deadlines agreed with the client

• Customer Relationship Management: Build and maintain strong relationships with key stakeholders within client accounts. Act as a trusted advisor to guide clients in leveraging our CX platform for maximum impact, ensuring long-term satisfaction and value realization. • Account Ownership & Renewals: Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks. • Growth Opportunities: Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions. • Data-Driven Decision Making: Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability. • Collaboration & Networking: Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service. Identify new contacts and departments within existing accounts to expand product adoption and customer footprint. • Customer Advocacy: Act as the voice of the customer within the company. Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies.

• Develop Strong Partnerships Internally and with Client Partners: Ensure client satisfaction through development of strong relationships with client counterparts. Own the definition, delivery, and demonstration of client success to exceed client expectations. Ensure internal alignment on client deliverable and timeline prioritization, risks, and opportunities. • Monitor and Measure Success: Provide clients with KPI and insight reports based on your data analysis expertise. This includes the creation of reports and insights leading to performance improvement recommendations during our client partnerships to demonstrate Sift RCM product ROI. Understand client goals (individual and organizational) to inform value measures and definitions of success. Communicate value achievement consistently with internal and client executives. • Deliver Value to Clients Utilizing Sift Products and Processes: Collaborate with internal teams and client counterparts to identify opportunities for client RCM improvement and value achievement using Sift solutions, aligning with client needs and business goals. • Be the Voice of Customer for Product Development: Collaborate with Sift product owners and the development team to shape the product strategy and roadmap for Sift solutions, serving as the voice of customer guiding decisions relative to client usability, value, and business goal achievement. • Deliver High-Quality Work and Ensure Seamless Collaboration: As a growing company, Sift expects team members to perform assignments with a high degree of autonomy. This includes being the front line to respond to client data and analysis requests. Maintain internal and external stakeholder relationships ensuring we exceed delivery and client value generation expectations. • Demonstrate Subject Matter Expertise in Healthcare Revenue Cycle: Utilize your prior experience working in healthcare revenue cycle to be a SME assisting both internal Sift team members as well as your client counterparts in simplifying the complexities of RCM. Maintain current knowledge of best practices and changes that impact the healthcare/RCM industry.