• Manage a full book of business, serving as the lead and advisor for assigned customers • Develop and execute comprehensive Customer Success Plans that align product capabilities with the customer’s business objectives • Proactively identify churn risks and develop “get well” plans • Lead renewal conversations, identify expansion opportunities, and partner with Sales to finalize expansions • Educate customers on product features, updates, and best practices to maximize value and adoption • Track customer usage and engagement to identify risks, opportunities, and areas for improvement • Serve as primary point of contact for assigned customers, responding promptly to inquiries and requests • Monitor customer satisfaction, gather feedback, and proactively address concerns to support retention • Maintain accurate records of customer interactions, account status, and feedback in CRM and success tools • Work with Sales, Support, and Product teams to troubleshoot issues and escalate them when necessary • Identify gaps in customer lifecycle and suggest improvements to internal workflows • Act as the ‘voice of the customer’ to Product, providing structured feedback and data-backed feature requests • Promote customer awareness of new features, enhancements, and recommended workflows

• Build strong relationships with customers by staying in constant communication to ensure day to day and long-term needs are met. • Manage customer expectations and provide exceptional customer service • Work with Implementation team on successful opportunities to ensure accuracy in our pricing program • Participate in rate matrix reviews to ensure profitability and competitiveness for key accounts • Participate in rate calculations, report preparation and customer presentations for all large-spend bids • Ensure customer commitments are met, working with internal teams and executing operational tasks as needed. • Identify, manage and build new business relationship in the target market. • Collaborate and provide assistance to Customer Service Manager in delivering optimal transportation service solutions. • Maintain a database of clients, prospects, partners and vendors. • Monitor market conditions, product innovations, and competitors' products, prices, and sales. • Perform administrative duties, such as preparing sales budgets and reports, keeping sales records, and filing expense account reports. • Consult with clients to resolve problems and to provide ongoing support. • Coordinate prospect, sales and current customer meetings working closely with VP of Sales/CS.

Role Description This position is a field-based position based in Naples/Ft Myers, FL in the Cardiac Rhythm Management division. As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias or irregular heartbeats. Under general direction, the CRM Product Support Specialist provides comprehensive engineering, sales, educational, and technical support. This role responds to field inquiries from physicians, healthcare professionals, patients, and field sales staff regarding CRM (Cardiac Rhythm Management) products. Key Responsibilities: - Clinical Interface: Acts as a clinical interface between the medical community and the business. - Relationship Building: Demonstrates the ability to build and sustain credible business relationships with customers and share product expertise accordingly. - Comprehensive Support: Provides engineering, sales, education, and clinical support in response to field inquiries on an as-needed basis. Demonstrates a thorough command of all CRM products, related product and technical knowledge, trends, and players. - Training and Education: Develops, leads, and/or facilitates training sessions and other programs on CRM products for healthcare professionals. - Sales Support: Provides additional back-up support to CRM Sales Representatives. Qualifications - Bachelor’s degree in Bio-Medical Engineering, related field or equivalent healthcare experience. - A minimum of 3+ years of related experience or a program certification from an accredited cardiac training program. - Must have certification in CRM products. - Demonstrated knowledge of cardiology, electro-physiology, or cardiac electro-physiology procedures. - Familiarity with cath lab and operating room procedures and protocol. - Demonstrate advanced knowledge of cardiac pacing systems. - Must apply engineering skills and abilities to interpret and solve complex clinical problems. - Must possess strong written and verbal communication skills, along with excellent interpersonal, presentation, analytical, and organizational abilities. - Must be detail-oriented and capable of working independently. - Must be able to collaborate effectively with engineers, technical specialists, vendors, and customers to achieve assigned goals. - Must have extensive personal computer skills, including experience with Microsoft Office or equivalent software. Benefits - Career development with an international company where you can grow the career you dream of. - Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. - An excellent retirement savings plan with a high employer contribution. - Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. - A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune. - A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

• Own the full client journey • Turn goals into tangible outcomes • Be the voice of your clients internally • Lead strategic reviews that open doors • Educate, inspire and embed coaching • Contribute to a team that practices what it preaches.