• Executive Assistant/Client Support Lead at Coconut managing client interactions • Works part-time assisting clients and leading customer meetings for a remote team • Oversees client reporting needs, supports an India-based team, and adapts processes continually

Role Description We are seeking a Senior Director of Client Services who will be responsible for oversight of multiple campaigns across different pharma companies and therapeutic areas to drive overall success and implementation. You will lead a team of 2-4 Client Success Managers, functioning as the client’s strategic partner. You will work with the pharma client, agencies, and all internal/external stakeholders involved to understand brand goals and strategic imperatives, aligning them with campaign content and strategy, ultimately driving account growth and retention. You will work with your Group Account Director to highlight any measurable business impacts and take direct ownership of your pod’s account health. Responsibilities - Strategic Client Leadership & Revenue Ownership: - Own a portfolio of pharmaceutical accounts with responsibility for retention, expansion, and overall account health. - Develop and execute annual account growth plans aligned to client brand and portfolio strategies. - Work with your Client Success Managers and Business Development partners to identify and close upsell/cross-sell opportunities in partnership with Sales, contributing to revenue growth targets. - Lead quarterly business reviews (QBRs) to both internal stakeholders and external partners to clearly present campaign metrics and demonstrate measurable ROI. - Client Partnership: - Collaborate with client to understand the brands strategic imperatives and business objectives, ensuring campaigns are strategic and set up for success. - Cultivate strong client relationships acting as a trusted advisor in the space. - Displays understanding and ownership of full MLR submission and approvals process, acting as the expert in content guardrails and functionality of the platform. - Collaborate with client stakeholders and extended teams for project execution. - Cross-function and Team Leadership: - Manage and mentor a team of Client Services Managers and Coordinators, fostering a high-performance, solutions-oriented team culture. - Lead collaboration across Sales, Operations, Product, Data, and Medical teams to deliver integrated solutions. - Contribute to department-level strategic initiatives and best practices, including working with Product team on internal roadmap priorities based on client feedback and market opportunity. - Escalate and resolve risks proactively to protect revenue and client satisfaction. Qualifications - Bachelor’s degree in a relevant field. - 6+ years experience in Marketing and/or Consulting. - History of working with clients to craft campaigns in the HCP space (open to experience in DTC) to meet client goals and deliver on time. - Experience leading and developing high-performing teams. - Proven history of building strategic client relationships, preferably with brand managers at pharmaceutical companies/agencies. - Exceptional presentation skills and the ability to think quickly and problem solve. - Ability to work in a fast-paced, tight deadline environment, an organized and autonomous worker. - Proven ability to drive revenue growth through consultative selling and strategic expansion. - Travel as much as 1x per quarter for team meetings. Benefits - Healthcare: Medical, dental, and vision coverage for you and your dependents + on-demand healthcare concierge. - HSA, FSA & DCFSA: Pre-tax savings options for healthcare and dependent care, with monthly employer contributions to HSA (if enrolled in a high-deductible plan). - Coverage & Protection: 100% paid short- and long-term disability, plus life and AD&D insurance. - Flexible Time Off: Take the time you need with a flexible vacation policy — recharge your batteries your way. - Parental Leave: 12 weeks of paid leave to spend time with your newborn, adopted, or foster child (available after 6 months). - Your Work, Your Way: If you’re close to an office, we encourage spending some time in-person to collaborate and connect. If not, remote is always an option. - 401(k): Save for your future with tax advantages (and company match!).

Role Description The Provider Service Representatives are the front-line team at Capital BlueCross and are responsible for handling all provider inquiries through multiple channels such as phone, web, provider portal (e.g. Availity), electronic, plan to plan chat, and/or face-to-face by using material and tools with accuracy and precision. This incumbent will be responsible for effectively presenting and discussing our products and services, creating, and maintaining positive relationships and for exceeding quality, productivity, and ultimate performance goals. This incumbent will be required to initially attend a training class, any task-specific training, and ongoing periodic refresher trainings to service our providers as business needs permit. - Manage multiple channel interactions professionally, efficiently and with excellent communication skills. - Effectively present and discuss the products and services to external and internal providers with integrity and understanding and accuracy with every interaction. - Focus on provider retention through first call resolution of concerns. - Establish and maintain positive relationships with providers on behalf of the company by taking personal and complete responsibility for each provider interaction. - Ensure all providers’ needs are completely met, timely, without elevation if possible. - If business needs permit, support the efforts of sales representatives by conducting onsite and/or community-based educational meetings. - Large emphasis on quality, productivity, adherence, handle time, and not negatively affecting and jeopardizing the company's provider relations, internally and externally. - Complete ongoing training to stay abreast of products, services, and policy changes. - Improve quality of work daily by learning and employing new skills or adapting previous processes to mirror the fit-for-excellence company culture. - Recognize, document, and alert supervisors of trends in provider calls. - Conduct self in a manner consistent with the values of the organization. Qualifications - Demonstrates ability to understand and interpret detailed policies and procedures and to be able to apply them to various situations. - Thorough understanding of the responsibility to maintain privacy of Protected Health Information as required by the Health Insurance Portability and Accountability Act. - Demonstrates ability to work independently, be flexible and react appropriately to changing job assignments and work environments. - Demonstrates ability to communicate effectively and professionally both verbally and in writing with all levels of internal/external personnel. - Ability to use telephone equipment systems such as Interactive Voice Response and Automated Call Distribution. - Familiarity with the utilization of a PC and various software such as Microsoft Office Suite. Requirements - 1 year customer service experience. - Experience with provider interaction preferred, but not required. - Must have a High School Diploma or GED. - Bi-lingual (Spanish) a plus. Physical Demands While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see. Benefits - Comprehensive benefits package including Medical, Dental & Vision coverage. - Retirement Plan. - Generous time off including Paid Time Off, Holidays, and Volunteer time off. - Incentive Plan. - Tuition Reimbursement.

Role Description We’re currently looking for top talent to fill the role below: - Role: Executive Assistant/ Client Support Lead - Monthly Rate: $750 - Availability: Part-time 20 hours/week - Time Zone: 10 AM to 2 PM EST To streamline your application, please carefully review and complete ALL THREE items below before proceeding to the application form. What to Prepare: - English Proficiency Rating – You will need to enter your CEFR English proficiency level in the application form. If you’re unsure of your rating, you can take a quick assessment here: EF SET Quick Check. - Coconut VA Profile (Resume) – Before submitting your application, please create your Coconut VA profile using this template: Coconut VA Profile Template. ⚠️⚠️⚠️ YOUR RESUME MUST FOLLOW THIS FORMAT AND SHOULD BE IN ENGLISH. This is a test of how keen you are with details and how well you follow instructions. ⚠️⚠️⚠️ - 1-Minute Introduction Video – Record a short introduction video (preferably using Loom) and provide the link in your application. Before you do, check out these video tips and sample videos. Important: By submitting your video, you grant Coconut permission to share it on our platforms to help increase your chances of being matched with a client. Videos with broken or dummy links will result in disqualification. Experience Needed/Responsibilities: - Handle day-to-day customer support and ongoing client interactions - Prepare for client calls and customer meetings - Join and gradually lead customer meetings, with the client supporting during ramp-up - Learn the software and become the main client expert for day-to-day needs - Interpret the software and manage reporting work for clients - Take over special projects and ad hoc work - Provide general administrative and right-hand-person support while the team is lean - Learn the existing processes and make sure they are followed consistently - Help oversee the India-based team’s workflow by tracking whether tasks are logged, checked, and completed before reports are uploaded - Work independently, improve processes over time, and step in proactively when direction is limited - Support other projects during slower periods as business demand fluctuates - Potentially grow into future client management / account management responsibilities if the role expands Good to have: - Able to manage a changing workload and a lean, sometimes chaotic environment - Executive assistant background - Project management background - Digital marketing background - HubSpot administration experience Requirements - Comfortable handling client-facing communication and customer meetings - Presentable and comfortable on camera - Independent and proactive; able to work well with limited direction Industry/Tools Experience - Microsoft Office / Microsoft system - Excel - Exchange - HubSpot Benefits - ✅ Competitive Salary – We recognize your skills and experience with a great compensation package. - ✅ 13th Month Pay – Enjoy an extra month’s salary—because who doesn’t love a little bonus? - ✅ Paid Time Off – Recharge with 12 days of PTO to use however you like—vacation, self-care, or just a break from it all! - ✅ US Holidays Off – Enjoy 12 paid US holidays throughout the year. - ✅ Maternity & Paternity Leave – We support growing families with dedicated leave for new parents. - ✅ Comprehensive Healthcare – We’ve got you and your family covered with quality healthcare benefits. - ✅ Life Insurance* – Our full-time HMO plan includes life insurance for extra peace of mind. - ✅ Mental Health Support – Prioritize your well-being with access to mental health consultations and wellness resources. - ✅ Milestone Gifts & Birthday Treats – We celebrate your achievements and make your special day even better! - ✅ Exciting Team Experiences – Think island getaways, virtual town halls, and regional meetups—because work should be fun, too! - ✅ Stay Connected – Be part of a supportive network where you can learn, grow, and connect with amazing people. Some benefits may vary. Full details will be provided during the onboarding process.