• Own and manage customer relationships within your portfolio, focusing on adoption, retention, and long‑term value • Build trusted advisor relationships with customers at various levels, including Director and VP stakeholders • Proactively identify risks, opportunities, and improvement areas to enhance the customer experience • Advocate for customer needs internally by collaborating with Product, Services, Support, and Account Management teams • Educate customers on product updates, roadmap initiatives, and Intelex programs • Track customer health metrics and maintain clear success plans and action items • Identify and manage risks through to resolution, ensuring timely follow‑up and communication • Conduct Strategic Business Reviews for key and strategic accounts • Capture customer success stories and support reference and advocacy initiatives • Partner with Services and Account Management to support account growth through adoption, up‑sell, and cross‑sell opportunities • Contribute to Customer Success campaigns in partnership with Marketing and CS leadership • Continuously develop product knowledge to confidently communicate value and roadmap direction

• Neukund:innen durch den Implementierungsprozess führen. • Sustainability-Teams strategisch beraten und unterstützen. • Plattformnutzung analysieren und Hürden proaktiv erkennen. • Kundenfeedback in Produktimpulse für das Team übersetzen.

• Maintain excellent professional relationships with clients and be actively involved in providing a positive customer service • Formulate long term client partnerships that deliver both financial and operational benefits for both organizations • Lead recurring client meetings and ensure that all follow-up items are addressed • Effectively interact with clients on regular and ad hoc basis • Build and develop revenue streams within our existing client base • Collaborate with other departments to resolve service delivery issues impacting contractual obligations • Maintain a detailed understanding of how products are configured for clients and understand cross-service system logic and functionality • Serve as primary point of contact for all client communication and oversight; own overall client satisfaction and proactively identify opportunities and work with management to optimize, retain and upsell business • Understand and maintain client health with respect to AR balance, account reconciliation, overdue revenue recovery, and invoice accuracy • Effectively communicate in a fast-paced, team-oriented environment with shifting priorities introduced through many mediums • Efficiently manage time and deadlines while balancing multiple priorities internally and externally • Oversee project campaign execution to ensure all requirements are met; document and measure project progress and communicate effectively both internally and externally • Review and approve the release of software changes and participate in UAT testing • Educate and guide new and existing clients on industry best practices • Onboard new clients or new products and proactively address areas where improvement is needed • Monitor and analyze client performance, recognize anomalies and raise awareness to management • Think critically, develop potential solutions, and effectively communicate to impacted parties • Very strong working knowledge of entire Microsoft Office suite (Word, Excel, PowerPoint, Outlook) • Review and deliver monthly settlement files and reporting to the client

• Provide exceptional customer service via phone, email and other channels, handling and resolving inquiries related to memberships, accounts, customer visits, and general feedback. • Execute on established playbooks to resolve customer issues efficiently and effectively, while assisting in documenting and improving processes that already exist. • Work cross-functionally with operations and growth team members to resolve customer questions and issues. • Collaborate with the Success team to identify patterns of customer pain points, refine support processes, and improve the customer experience. • Assist with account updates, data management, and the analysis of customer support trends. • Document and track key learnings, ongoing issues, and share insights with other teams for visibility. • Help with other customer success projects as needed, such as outreach for payment information updates, proactively requesting customer feedback, researching customer accounts and more.