Role Description We are currently looking for a Customer Success Agent to support the end-to-end experience for our customers. This is a role for someone who finds satisfaction in the details—someone who enjoys navigating logistics, coordinating cross-departmentally, and ensuring that every customer interaction is handled with thoughtfulness and tactfulness. This is a "Work from Home" role; however, candidates must be based out of the Chicago area. This role is Part Time, with an estimated weekly schedule of around 20-30 hours, with the potential to scale based on business need and seasonal demand. The starting hourly pay rate for this role is $22-$24/hr, with flexibility to scale based on experience. Qualifications - Bachelor's degree required - 1+ year of experience in Customer Success, Account Management, or related client-facing role - Ability to address tactical issues efficiently and effectively - Strong listening skills with the ability to understand customer business needs - Proven ability to multitask and prioritize in a dynamic environment - Excellent organizational and time-management skills - Enjoys working as part of a team in a collaborative environment - Clear, professional written and verbal communication skills Requirements - Customer Support & Ticket Management - Resolve customer tickets promptly using a CRM (Zendesk) - Accurately tag and categorize customer tickets based on type - Respond to customer inquiries with professionalism and a helpful, positive tone - Data & Systems Management - Update and maintain customer information within internal CRM and backend systems - Ensure accurate documentation of all customer interactions - Cross-Functional Collaboration - Work directly with Account Managers and Operations teams to determine the best course of action for customer requests - Identify recurring customer issues and report trends to the appropriate team members - Act as an internal customer advocate, working closely with internal stakeholders to foster a company-wide culture of customer success Benefits - A competitive compensation package including stock options - Employer-sponsored 401(k) with employer match - Robust medical, dental, vision, and wellness benefits - Flexible time off and remote work policies

• 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

• Engage directly with consumers by performing a high volume of outbound phone calls (200+ calls/day expected). • Consistently meet or exceed individual and team performance metrics, including both qualitative and quantitative goals. • Serve as a trusted guide for users navigating the process of connecting with vetted financial advisors. • Proactively contact users who have expressed interest and schedule advisor consultations, ensuring a seamless experience. • Utilize a combination of customer service best practices and scripted messaging to deliver a tailored, high-quality experience. • Accurately log all user interactions, challenges, and outcomes in our internal CRM system. • Identify and escalate recurring user pain points to improve the overall experience. • Contribute to ongoing improvements by sharing insights and suggestions with team leads and cross-functional partners. • Support additional projects or initiatives as needed in a fast-paced, collaborative environment.

• Develop cross-functional knowledge that spans IT Security, IT Operations, Infrastructure, and Application Portfolio Management practices. • Customer Adoption - inspect customer adoption issues and run specific plans to increase adoption health where required. • Renewals - tie adoption health to renewal and ensure that value is being delivered. • Expansion - partner with Sales to identify expansion opportunities. • Establish “trusted advisor” relationships with the executive stakeholders and technical teams on the customer side. • Build a strategic roadmap for every customer that defines how they should consume and adopt Illumio’s products. • Monitor the Adoption Health across all accounts within your portfolio. • Identify product or feature gaps, coordinate responses and timelines with the Illumio product team.