• Serve as the primary customer contact, building and maintaining long-lasting relationships. • Manage escalated customer support issues, exercising discretion to result in a favorable outcome. • Maximize annual renewal revenue. • Proactively ensure customers are fully utilizing products. • Capture, maintain and communicate new business opportunities that identify areas of improvement. • Meet or exceed Expansion sales goals. • Successfully execute Account Review cadence based on size and complexity of the client. • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders. • Forecast and track Customer Success metrics (e.g. Retention, Expansion Pipeline, etc.). • Secure Customer Success stories by partnering with the Marketing Department. • Develop new business from existing clients and actively seek upsell opportunities with product add-ons and training. • Oversee Client retention/renewal goals. • Ensure all activities and deals are effectively managed within the CRM (Hubspot). • Partner with other departments to improve the customer experience. • Organize and lead Customer User Groups.

• Owning a portfolio of N4+ retainer clients as their primary strategic contact at N4 • Leading roadmapping, prioritisation, and performance reviews across your accounts • Translating client goals into clear briefs for design, development, and content teams • Driving account expansion, including Webflow's Optimize and Analyze products, and identifying upsell opportunities proactively • Managing retainer budgets month by month, scoping work accurately and catching risks early • Running regular governance calls and reporting that clients actually find useful • Contributing to how the CS function operates, including improving how we scope, brief, and track delivery

• 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.