• Managing performance and productivity of the team by setting proper goals and expectations, and holding agents accountable to them • Acting as an escalation point to the team to assist in cases of difficult or complex situations/questions • Ensuring team morale, and fostering a supportive and positive culture • Fielding and passing on feedback as appropriate from members and member care specialists • Overseeing the integrity of the work the team is doing by ensuring correct information and feedback is shared, as well as assuring that QA feedback is calibrated • Monitoring and coordinating agents' movements and activities, and assisting in the field as necessary to ensure a positive member and group experience • Working/Coordinating with the Training team to ensure seamless onboarding of new agents • Working/Coordinating with the Workforce team to ensure schedule adherence, service levels, and other efficiency standards • Overseeing and coordinating travel of field agents, with reliable transportation and ability to travel around to all agent territories as necessary • Evaluating employee performance and conducting performance reviews • Managing necessary disciplinary action of employees as necessary, up to and including termination and keeping detailed records of such interactions • Developing performance metrics unique to the field agent team, and continuously learning from and improving on team structure and processes • Other job-related duties as assigned

• Monitor account health post Go-live and create and execute action plans to increase adoption, maximize platform utilization and prevent churn. • Collaborate in the implementation of a scalable customer engagement strategy. • Interactive and engaging relationship management of the live customer base, driving customer satisfaction and product adoption, retention, renewal and expansion. • Analyze, present and discuss data insights with clinicians and administrators, with an ability to understand their operational and clinical goals. • Influence and collaborate with the wide Medtronic sales team to increase confidence with Touch Surgery Ecosystem technology and drive commercial results • Lead customer business reviews - engage with clinical and administrative stakeholders and ensure polished communication and collaboration with Surgeons, Nurses, Administrators, OR Managers, Residents and Hospital IT. • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and build working relationships with internal product and engineering teams to ensure real-world client feedback is incorporated into product development. • Identify and discuss with hospital stakeholders (clinical and managerial) new use cases for our products in line with customer needs, and new product feature developments. • Develop and maintain a deep understanding of the Touch Surgery Ecosystem and how to integrate it with clinical workflows • Reinforce product training and introduce new features/upgrades to the clinical teams. • Product operation and troubleshooting, supported by our expert technical teams. • Augment implementation capacity and assist in the Go-Live of our technologies for selected projects, in support of the Implementation team.

• Handle refunds and transfer requests on a day-to-day basis, retaining a high percentage of saved students and cash paid. • Engage with customers to resolve concerns, improve satisfaction, and encourage loyalty. • Handle chargeback cases (US,UK, APAC markets) promptly, providing necessary documentation and resolutions. • Actively work in the CRM to keep track of cases and maintain the Refunds Report and the Monthly KPI report to improve refund-related processes. • Attend weekly production meetings with Program Managers and Instructional Designers to address concerns and align on strategies. • Manage the Welcome Back Credits process for re-engaging former customers. • Manage payment recovery, including failed payments and second deposit collections, ensuring timely follow-ups and compliance with payment plans. • Handle and resolve student billing inquiries, providing clear, accurate, and efficient support. • Hold monthly cross-functional meetings to assess the general picture, identify patterns, and propose process improvements. • Assist with additional operational tasks as needed, ensuring smooth workflows and team efficiency. • Improve internal processes and offer solutions.

• The Director of Customer Success leads the post-sale customer lifecycle across all customer segments, ensuring customers realize measurable value, adopt solutions effectively, and renew and expand over time. • This role is accountable for building and scaling a high-performing Customer Success organization operating under a “One Account, One Owner” model, with clear ownership of customer outcomes across Strategic, Enterprise, State, and Transactional accounts. • The Director defines how Customer Success operates—establishing engagement models, operating cadence, and cross-functional alignment—while ensuring consistent execution across the core pillars of Strategic Engagement, Adoption, Expansion, and Retention. • The role partners closely with Sales, Project Delivery/Onboarding, Support, Product, and Marketing to deliver a seamless and scalable customer experience.