• answering questions regarding rules of conducting an economic activity in Poland • tech support for Ministry’s website • channels: phone (inbound, outbound), livechat (inbound)

• Play a key role in shaping the Agent Success function and laying the groundwork for how it operates at Decagon • Build meaningful and long-lasting partnerships with our customers, and act as your customers' strategic advisor • Co-pilot with your customers throughout their deployment journey, from early stages of project scoping all the way to full adoption and value realization • Continuously learn and upskill your expertise in our product features and functionality, as well as wider AI industry context to become an expert in best practices • Expertly communicate with customer stakeholders, from individual contributors all the way to C-level executives • Identify and support new projects and initiatives to best support our team and customers • Collaborate with Agent Product & Engineering teams to identify technical improvement opportunities and influence the product roadmap based on customer needs

• Serve as the primary point of contact for a portfolio of key strategic and large enterprise accounts • Own end-to-end delivery of the mental health benefits platform across assigned clients • Develop and execute customised mental health programme strategies aligned to each client’s workforce needs • Build strong, long-term relationships with senior HR and business stakeholders • Drive client satisfaction, retention, and expansion opportunities • Coordinate cross-functional collaboration across Sales, Product, Engineering, Clinical, Marketing, and Delivery teams • Analyse engagement, utilisation, and outcome data to demonstrate value and inform strategy • Identify product enhancement opportunities based on client feedback and insights • Conduct regular client check-ins (weekly, monthly, quarterly) • Prepare and present QBRs and impact reports • Respond to client queries, escalations, and operational requests • Align on programme priorities, campaign calendars, and engagement initiatives • Manage renewals conversations and identify upsell/cross-sell opportunities • Oversee implementation timelines and onboarding processes • Coordinate webinars, roadshows, campaigns, and engagement initiatives • Ensure platform configurations, credits, and reporting are accurate • Track project milestones and manage internal follow-ups • Ensure service quality standards are maintained across clinical and operational delivery • Develop tailored engagement strategies based on workforce demographics and needs • Advise clients on mental health trends, utilisation benchmarks, and best practices • Provide recommendations to improve adoption, communication, and ROI perception • Align programme strategy with client organisational goals (e.g., wellbeing, retention, productivity) • Monitor utilisation rates, credit consumption, engagement metrics, and CSAT/NPS • Analyse trends and identify risks or growth opportunities • Develop insights and narratives to demonstrate programme impact • Use data to inform renewal and expansion discussions • Translate client feedback into clear product and operational requirements • Work with Product and Engineering on feature enhancements or fixes • Partner with Marketing on engagement campaigns and communication materials • Coordinate with Clinical and Delivery Ops for service quality and provider matters • Support Sales in enterprise pitches, renewals, and expansion proposals • Identify recurring pain points and process inefficiencies • Contribute to internal playbooks, best practices, and reporting frameworks • Proactively suggest platform improvements to enhance scalability and client value

• Account-manage a select portfolio of Motorsport customers within your territory, building strong relationships with key stakeholders. • Organize proactive customer service initiatives including event follow-up calls, visits, emails and communication central to creating a great customer experience. • Regularly attend racing events in order to establish customer relationships and build knowledge of the uses and potential developments for our products in the field. • Drive new business success & contract extensions through proactive activities, including engaging regularly with users and performing on-site and virtual product reviews and demonstrations. • Provide technical and operational support to Motorsport clients through phone, email or live chat. • Provide assistance and all necessary coordination in the installation of client computer software products, and the resolution of client technical problems. • Provide advanced technical and product training to customers and other Catapult Employees. • Retain ownership of problems until fully resolved to ensure a high level of user satisfaction. However, also know when to escalate problems that require engineering support. • Create support content, product documentation and user guidance. • Help validate new software features, and support clients with their introduction. • Work collaboratively with other members of the global customer success, support and engineering teams. • Establish clear reproducible cases for engineering escalations and identify valid workarounds. • Ensure bug resolutions are released to all affected customers. • Provide product feedback and contribute to innovation.