• Serve as the primary strategic partner and trusted point of contact for an assigned portfolio of customers. • Develop a deep understanding of each customer's business objectives, priorities, initiatives, and success metrics. • Build and maintain strong relationships across all levels of the organization, from day-to-day platform users to executive stakeholders. • Lead regularly scheduled strategic meetings to review progress, align priorities, remove obstacles, and maintain momentum toward customer goals. • Proactively guide customers toward achieving their objectives by connecting business priorities with platform capabilities, best practices, and actionable recommendations. • Participate in onboarding sessions, and lead product training, Executive Business Reviews, and strategic planning discussions that reinforce customer goals and long-term success. • Drive adoption through outcome-focused customer engagement, providing recommendations and workflow guidance aligned with each customer's business objectives. • Continuously monitor customer performance against established goals, platform adoption, and engagement metrics to identify trends, measure success, and proactively address declining performance before it becomes a risk. • Translate customer data, platform usage, and campaign performance into meaningful insights that demonstrate measurable business value and ROI. • Bring new ideas, industry perspectives, benchmarks, and actionable recommendations to every customer interaction - not just status check-ins.

• Engage with clients to ensure they optimize their use of ProScore’s suite of AI-powered products. • Support the Director of Customer Success in facilitating client onboarding and providing ongoing support through both virtual and in-person interactions. • Manage custom client projects, ensuring they are completed efficiently and successfully. • Become a subject matter expert in ProScore’s AI-powered compliance solutions. • Guide new clients through the initial stages of using the product or service, including setup, training, and initial support. • Conduct virtual training sessions and system reviews for clients. • Act as the main point of contact for client communications, troubleshooting, and issue resolution.

• Own and manage small-market client and broker relationships across a high-volume book of business (50–75 accounts), ensuring a consistently high-quality client experience. • Deliver an exceptional client experience by executing key workflows, monitoring account health, and proactively addressing risks. • Track and analyze client success KPIs, translating insights into action plans that drive engagement and retention. • Develop and execute engagement plans aligned to client goals, ensuring timely delivery of all initiatives and commitments. Assume full ownership of all engagement-related KPIs. • Manage multiple concurrent client projects with strong attention to detail, maintaining clear timelines, priorities, and deliverables. • Collaborate cross-functionally with Strategic Account Management, Sales, and Concierge (Member Services) to meet client needs, triage issues, and achieve engagement goals. • Lead client meetings and communications with key stakeholders and broker partners, providing education, insights, and actionable recommendations. • Represent the company in virtual and in-person client-facing sessions (up to 20% travel). Develop and deliver high-quality client reports, presentations, and educational sessions.

• Driving customer adoption, retention and satisfaction for an assigned book of accounts • Providing analyses on booking trends and pricing performance for clients • Building relationships with customers by driving value using a consultative approach to become an influencer and trusted extension of their team • Training clients on the basics of revenue management and how to effectively use our tool to increase revenue • Ensuring our customer’s success by analysing how they can maximise revenue and utilise Beyond to review booking data and charts to make pricing decisions • Securing annual subscription renewals and uncovering expansion opportunities • Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met • Monitoring and reporting on the health and risk of assigned accounts • Maintaining a deep understanding of Beyond Pricing’s suite of products • Reviewing Beyond’s algorithm performance in existing markets, making actionable recommendations based on data-driven insights • Partnering closely with the Revenue Management, Sales, and Customer Experience Teams and help mentor junior members of the team • Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas