• Support efforts to engage, retain, and grow the customer base by completing assigned tasks and following established processes. • Coordinate with the sales community and CSM by completing assigned alignment tasks that support targeted business objectives and strategic initiatives. • Assists in convening and coordinating cross-functional teams by preparing materials, scheduling meetings, and supporting the implementation of plans and process improvement activities. • Partner with internal teams by providing task-level support that helps enable business strategy and maintain consistency in execution. • Analyze account data by gathering information, performing routine data review, and escalating identified issues or trends to appropriate team members. • Strive to remain current on integrated delivery network (IDN) knowledge, disease states, competition, and outside influences by completing assigned research and sharing relevant findings with the team.

• Lead, coach, and develop a team of currently 9 reps across Customer Success and Support, fostering a high-performance culture where people grow and do their best work during regular office hours 9am-5pm PST • Work with the Director of Customer Experience to set team goals and priorities, tracking performance through metrics like NPS, response times, and health indicators to identify gaps, drive improvements, and report on progress regularly • Act as the first point of escalation for complex or sensitive customer situations, stepping in to resolve issues and coaching reps through difficult conversations • Identify gaps and opportunities in how the team operates, driving practical, hands-on improvements to workflows, processes, and tooling that scale as BackerKit grows — ensuring we continue delivering a great creator experience • Set clear expectations and hold team members accountable for their work, while ensuring they have the support and resources needed to succeed • Contribute to hiring and onboarding as the team grows, helping bring in the right people and set them up for success from day one • Represent the CS & Support team when collaborating with cross-functional partners across Product, Sales, and beyond

• Establish, cultivate and manage the customer relationship at multiple levels, serving as a healthcare consultant and trusted business advisor and deliver customer-centric solutions • Build relationships with consultants and brokers, recognizing the value they bring to our clients • Successfully manage upsells of new product lines and renewals of current clients • Effectively plan, negotiate and influence the interactions and relationships with customers, their brokers / consultants and internal team members to achieve strategic account goals • Deliver regular reporting to customer including plan performance and service results • Create and clearly articulate the value story, trend drivers and tracking of solutions performance to the customer • Develop a strategic plan for a mid-market size book of business to efficiently meet role objectives

• Provide timely, high-quality technical support via tickets, chat, and calls • Troubleshoot product issues and guide customers through resolutions • Support new customer onboarding and basic product training • Use Zoho CRM (and related tools) to document cases, activities, and follow-ups • Escalate complex issues and collaborate with Product and Engineering teams • Act as the voice of the customer by sharing trends and feedback internally • Help ensure support requests meet service-level expectations (SLAs) • Comfortably work with AI-assisted platforms and tools, applying good judgment to identify when human review or escalation is appropriate • Contribute to internal documentation and customer-facing help resources