• Manage a book of 15-20 enterprise accounts • Drive adoption and customer health for renewal and expansion • Conduct strategic customer conversations • Lead product trainings and workflow discussions • Build strong relationships with stakeholders

• Own and resolve the most complex, high-impact customer scenarios with autonomy, applying advanced judgment, deep product knowledge, and a strategic mindset. • Serve as an escalation point for cross-functional teams and Customer Success leadership, representing Customer Success in cross-departmental initiatives and customer-facing conversations. • Lead process improvement efforts to improve efficiency, compliance, or customer satisfaction—including the design, documentation, and rollout of updated workflows and SOPs. • Proactively identify operational gaps through data analysis and field feedback, presenting business cases to leadership for new tools, resources, or practices. • Consistently meets or exceeds stretch goals and performance metrics. • Act as a mentor and informal leader for the CSR team, contributing to training programs, coaching sessions, and performance development plans. • Collaborate with Product, Engineering, Sales, Operations, and Clinical stakeholders to improve the end-to-end customer experience and ensure readiness for new product launches. • Review and synthesize clinical documentation such as pathology reports to support order processing, leveraging this knowledge to guide others. • Monitor customer and order metrics to ensure alignment with KPIs and service level expectations; recommend improvements when trends deviate. • Participate in or lead special projects focused on scalability, compliance, or customer success strategy as assigned by leadership. • Embody and champion Artera’s customer-first culture, modeling high emotional intelligence, sound decision-making, and a proactive ownership mindset. • Provide feedback on tooling and technology needs to enhance CSR productivity and customer experience. • Balances their time effectively between delivering on their tasks and learning department processes and best practices. • Demonstrate advanced communication—tailoring tone, content, and approach for clinical stakeholders, executives, and internal partners alike. • Handle ambiguity, rapid change, and competing priorities with calm and clarity; serve as a model for adaptability.

• 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

• 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.