• Process and manage all Short Term Disability claims, establishing eligibility, calculation of earnings and benefit levels, along with obtaining the necessary medical evidence within the required timelines • Interview claimants and employers to gather relevant claim information • Ensure all claims are processed in date order, in accordance with the agreed upon service standards for each Client • Utilize available resources to assess diagnosis and treatment plans • Where appropriate liaise in a professional manner with insurance agencies, doctors, employees, management, lawyers…etc., ensuring that only allowable information is released to recognized recipients and that all information is released in writing • Draft and deliver written correspondence identifying claim activity and next steps • Participate in claim conference calls with employers • Work collaboratively with early intervention team to minimize duration of absence and return claimants to work • Ensure all necessary documentation is provided to the insurance carrier in order for them to process MTD/LTD claims • Maintain confidentiality over client and corporate records and medical claims information • Operate automated claims payment system and performs manual calculations as required • Following training period, a minimum of 95% accuracy is required

• Oversee the end-to-end subscription renewal lifecycle • Track and progress multiple renewals simultaneously • Collaborate with executives, sales, customer success, and finance to execute renewals • Engage internal stakeholders and customers in advance to plan upcoming terms

• Oversee the end-to-end subscription renewal lifecycle • Track and progress multiple renewals simultaneously • Audit customer licensing against actual platform usage • Identify potential risks and build mitigation plans • Present tailored value propositions and draft contractual documents • Maintain precise documentation regarding renewal progress and customer health • Route critical customer issues to appropriate cross-functional teams for resolution

• Lead and develop a team of Technical Support Engineers across multiple experience levels. • Drive team performance through coaching, mentoring, career development, and regular performance management. • Oversee daily support operations to ensure service levels, response times, and customer satisfaction goals are achieved. • Manage escalations, incident workflows, and workload balancing across the team. • Collaborate with Engineering, Product, Customer Success, and Operations teams to resolve complex customer issues. • Monitor support metrics, dashboards, and operational KPIs to identify trends and improvement opportunities. • Conduct escalation reviews, case reviews, and post-incident analysis to improve operational effectiveness. • Drive continuous improvement initiatives focused on operational efficiency, automation, and customer experience.