• Own end-to-end customer support for our DigitalCheckIn product • Conduct onboarding sessions, product walkthroughs, and short trainings • Analyze and resolve customer issues via email, phone, and screenshare • Develop smart help and onboarding processes to help customers achieve success faster • Create and maintain FAQs, help materials, and knowledge base content • Identify recurring issues and proactively initiate improvements • Systematically collect customer feedback and work closely with Development and Product teams • Test new features from an end-user perspective • Help shape and optimize our customer success processes

Role Description The Customer Success Representative – Health Plans is responsible for owning and managing health plan client relationships to ensure successful implementation, strong utilization, and ongoing growth of TeleMed2U services. This role leads day-to-day account management, drives performance against key metrics, and proactively identifies opportunities to expand services within existing partners. The position requires strong project management capabilities, the ability to operate independently, and close collaboration across internal teams to deliver a high-quality client experience. Key Responsibilities - Proactively identify and drive opportunities to expand utilization, services, and referral volume within existing health plan partners to support upsell and growth goals. - Own performance of assigned customers, including utilization, access metrics, and overall client satisfaction, taking proactive action to improve outcomes. - Lead end-to-end project management for new implementations, service line expansions, and key client initiatives. - Foster positive relationships with referring healthcare providers, serving as their main point of contact and proactively engaging to increase referral volume. - Monitor appointment availability and wait times by payer and specialty, identifying when delays exceed acceptable thresholds, and collaborate with operations, recruiting, and credentialing teams to implement solutions that reduce wait times and improve patient access. - Facilitate the timely delivery of monthly client reports and analyze key metrics to ensure service level agreements (SLAs) are being met. - Monitor reporting for new referring organizations and proactively initiate outreach to foster engagement. - Develop and deliver branded collateral to enhance referring providers' understanding of TeleMed2U's services. - Serve as the primary escalation contact for client or referring provider issues, working cross-departmentally to complete thorough root cause analyses and provide resolutions. - Conduct regular meetings with health plan partners and referring clinics to review performance metrics, discuss challenges, and identify opportunities for growth. - Respond timely and professionally to emails and inquiries from health plans and referring organizations. Qualifications - Experience in healthcare business development or operations (minimum of 2 years). - Minimum of 1 year of experience building and maintaining client relationships in a healthcare environment. Equivalent experience for customer engagement and relationship management may be considered in lieu of direct experience. - Understanding of the healthcare industry and healthcare delivery systems. - Exceptional and timely communication and presentation skills, with ability to communicate complex concepts effectively to diverse audiences. - Demonstrated ability to operate effectively in a highly cross-functional environment while maintaining strong independence, ownership, and accountability. - Results-driven with a strong work ethic. Preferred - Bachelor's degree in business administration, healthcare management, or a related field (preferred). - Understanding of telehealth technologies, trends, and market dynamics. Compensation & Benefits - Competitive base salary with annual performance bonus. - Comprehensive health, dental, and vision insurance. - 401(k) with company match up to $2,000. - Paid time off and flexible work environment, offering remote working arrangements with limited travel.

• Monitor and action client requests pertaining to the maintenance and optimization of their study-specific SC platforms and overall SC experience • Work to resolve all client requests in a timely manner, continually keeping the client informed throughout the resolution process • Be an expert in how to manage and resolve different query types • Be an expert in using the essential Live Study toolset – Zendesk, JIRA, Salesforce, Business Intelligence Analytics (Tableau), Pendo reports • Collaborate with team mates to best resolve new or complex client requests, updating the Live Study knowledgebase as appropriate • Work with team mates to continually improve our ability to optimize the client experience e.g. maintaining knowledge articles, improving response process, improving the Live Study toolset • Be an expert in the features and functionality of the SC platform from the perspectives of the three core stakeholder groups – study teams, site staff, and patients • Communicate with clients promptly, professionally, and cordially. Encourage an environment where clients “get to know” the team • Strive to achieve and exceed Live Study SLAs • Prepare and distribute monthly Study Review reports and quarterly Account Review reports • Present to clients at handover calls, from Implementation to Live Study • Host ad-hoc client meetings to assist clients with troubleshooting, inquiries, and issue resolution

• Develop and maintain strong, long-lasting relationships with your assigned customers. • Grow your book of business through a feature-based approach, mapping customer needs to Onfleet capabilities and expanding adoption of high-value features. • Proactively identify account risks and drive mitigation strategies. • Demonstrate ROI and communicate the value of Onfleet products/services. • Develop account-specific strategies to drive adoption, expansion, and retention. • Address customer issues promptly and effectively to maintain high satisfaction levels. • Monitor and analyze customer health metrics, NPS scores, and other relevant data. • Provide regular updates on account status, risks, and opportunities to management. • Identify, forecast, and close expansion and upsell opportunities, including the pricing and packaging conversations that reflect the value customers realize. • Act as the voice of the customer internally, working with product, sales, and other teams. • Effectively manage key customer projects, as needed. • Conduct regular check-ins and executive reviews (EBRs), as necessary and for certain accounts, to assess customer health and satisfaction.