Role Description As an Engagement Lead on the Managed Services Team, you will clearly articulate client business requirements for our subscription-based clients. You'll be analyzing business data, goals, objectives, and needs and making recommendations and changes to improve our customers' experience. You will lead customer engagements, manage scope and budget, and serve as the primary client point of contact. - Lead the Customer Readiness phase (with support from other resources as required) - Work collaboratively with Solution Leads and Consultants in delivering SOWs - Serve as the customer's primary point of contact and first-level escalation point - Manage the engagement scope, schedule, issues/risks, and budget - Prepare status reports/progress reports each week and lead status meetings with the customer - Facilitate resourcing and forecasting - Lead internal and external stand-up meetings - Oversee timelines and team progress - Ensure overall success of engagement (escalations, project health, etc.) - Understand the client's changing needs and update the plan accordingly - Maintain service excellence and ensure customers are achieving the goals they were looking to achieve when they purchased the service - Foster strong relationships with clients to create trusted partnerships and identify areas for further account expansion - Facilitate discussions with client stakeholders to understand and document requirements and business processes - Gain alignment and approval of requirements and acceptance criteria while managing user stories throughout the duration of their lifecycle - Serve as a liaison between technical teams and business stakeholders - Facilitate solution demonstrations (sprint and final demos) efficiently - Support solution documentation and end-user training - Support the broader delivery team in the execution of change management and quality assurance - Occasional travel may be required as part of this position's responsibilities Qualifications - 5+ years of experience in customer-facing roles - 5+ years of experience in the field of client success or equivalent, in improving customer satisfaction, adoption, and loyalty - Experience to secure and maintain professional work relationships and interact with clients at all levels (experience with C-Suite executives is an asset) - Experience matching user requirements to Salesforce solutions - Previous experience working cross-functionally with technical and non-technical resources - Experience analyzing data and identifying opportunities to drive meaningful standardization of data and processes regionally and/or globally Requirements - Self-starter with ability to take initiative and drive results - Highly organized with the ability to manage and prioritize while simultaneously working both collaboratively and independently - Excellent communication skills, both verbal and written, and the ability to translate technical subject matter to non-technical audiences - Agile and can work well in environments where objectives and priorities are reviewed and assessed regularly - Ability to understand varying client needs and respond flexibly and creatively, working with internal resources to recommend and implement the highest ROI - Collaborative approach, working together as a team to drive value in every interaction and implementation - Creative problem-solving in the way we solution with customers and work with teammates - Commitment to trust, operating in a fun, open, and ethical environment - Results-focused mindset with ownership of critical metrics - Passionate about what you do, why you do it, and the impact it has on customers, employees, and partners Benefits - Competitive compensation and benefits - Flexible time off that supports real work-life balance - A monthly home office stipend - Employer-matched 401(k) - Comprehensive medical, dental, and vision coverage - Adoption assistance - Ongoing internal training and development opportunities

• Communicates with sales representatives, clients and other operations personnel as needed • Shares all pertinent information with the client and coordinates with sales and operations • Conducts introductions as a Moving Coordinator to clients who are already booked • Provides support to the customers with any questions arising from documentation sent by the company • Serves as the primary contact for the clients from the confirmation call, until the completion of the move • Collaborates with the Sales Representative on service requested by a client • Confirms moving details, addresses, services, dates, and times with clients prior to the scheduled move • Assists client with COI (certificate of insurance) issuance for all required locations and send to our COI team to be completed and sent back • Provides excellent customer service and resolutions to any issues occurring during and after the move • Any damages we escalate to Claims and send by e-mail our Intro TO Claims (ITC) process • Maintains consistent attendance while exhibiting professional behavior in alignment with Roadway values • Any other related duties as assigned

• To determine account management strategies related to client service plans. • Responsible for retention of existing clients, customer satisfaction, revenue growth, client surveys, and new business. • Provide program management for jumbo clients requiring dedicated staff, multiple offices and complex service models. • Oversee the work of other local Client Services staff. • Conducts pre-renewal visits reviewing client loss experience and general company performance.

Role Description The Member Services Representative (“MSR”) is responsible for receiving, answering, and/or resolving calls received through a remote Call Center. The Call Center receives phone calls from insureds and their dependents, providers and their staff, employer/group staff, and brokers. The MSR will use the company's Claims/Eligibility database to inquire on the status of claims, ID cards, addresses, and other issues as queried by the caller. Additionally, the MSR is the primary source for issuing authorizations when eligible for services. - Provide timely and accurate information to basic incoming customer calls from members, providers, and other external & internal constituents including: - Issuing authorizations - Handling claims inquiries from providers and members - Communicate the correct information regarding accessibility, claims status and other calls of a service nature - Providing benefits information - Process customer claims according to established department policies and procedures - Checking voicemail boxes and handling customer/provider requests for: - I.D. cards - Authorizations - Customer Service questions and issues - Fulfill rapid call volume by handling the appropriate number of calls coming into the call center daily - Complete Provider Relations requests for service - Provide timely feedback to the company regarding customer service failures and/or customer/provider concerns - Partner with Sales and Provider Relations to meet and exceed customers’ expectations - Provide excellent customer service and handle all customers in a professional and courteous manner - Perform other duties as assigned Qualifications - High School Diploma or Equivalent (Required) - Business-related college courses preferred - Associates degree highly preferred Requirements - 2 Years of customer service or call center experience (Required) - 2+ years of experience in the health care industry or insurance environment preferred - Associates degree in lieu of experience will be considered Benefits - Medical, dental, and paid vision coverage - Paid time off and company holidays - Retirement savings with employer contribution - Employee wellness resources - Professional development opportunities - Flexible work arrangements - Employee assistance programs - Other programs that support you both at work and beyond