• Act as the primary point of contact for VIP players across Intercom, Discord, and email, handling inquiries and providing tailored solutions. • Develop and manage loyalty programs, promotions, and rewards designed around individual player preferences. • Collaborate with marketing and support teams to create exclusive offers and experiences for VIP players. • Analyze player behavior and performance data to identify trends and refine engagement strategies. • Identify potential issues early and resolve them efficiently to maintain player trust and satisfaction.

• Own the executive relationship map for enterprise clients, building trust with economic buyers, senior sponsors, program owners, and cross-functional stakeholders. • Build and manage strategic account plans that connect client priorities, program delivery, value realization, renewal health, and expansion opportunities. • Orchestrate cross-functional teams across learning, program operations, product, marketing, analytics, sales, and leadership to deliver against client commitments and business outcomes. • Anticipate delivery, adoption, stakeholder, renewal, and expansion risks. Create clear mitigation plans and drive internal accountability before issues become client escalations. • Lead client check-ins, executive updates, and business reviews that translate program data, client feedback, and business context into decisions, next steps, and a clear value story. • Identify renewal, upsell, cross-sell, and expansion opportunities by understanding the client’s business goals and shaping the right Correlation One solution around those goals. • Create repeatable account-management practices, including stakeholder maps, account plans, transition templates, executive business review formats, value measurement tools, and renewal/expansion playbooks. • Track and report on the metrics that matter: client health, stakeholder engagement, program quality, learner adoption, business impact, renewal risk, expansion readiness, and account growth. • Partner with Sales and Growth leadership on commercial strategy, SOW development, renewal planning, and expansion sequencing.

• Serve as the primary point of contact for clients and partners, ensuring a consistent and high-quality customer experience. • Manage client accounts by building and maintaining strong relationships with clients, internal partners, brokers, and peers through proactive communication and tailored service recommendations aligned to business needs. • Coordinate system user setup and deliver training on client-facing platforms, including web-based payroll, reporting tools, LMS, and service applications. • Proactively identify at-risk clients and lead retention efforts by collaborating with internal teams and consultants to drive successful outcomes. • Partner with Global Client Operations and cross-functional teams to enhance the employee experience and contribute to process improvements and operational efficiencies. • Lead and facilitate client meetings to review account performance, address escalations, and resolve complex or high-impact issues. • Support accurate and timely client payroll processing, ensuring compliance and efficiency. • Monitor, track, and report on operational performance metrics to ensure service excellence. • Analyze data and reporting to identify trends, uncover opportunities, and recommend process improvements. • Identify gaps in client processes and recommend solutions, including adoption of new products and services tailored to client needs. • Manage and escalate client issues through appropriate channels, including case submission and tracking within ClientSpace. • Deliver benefit reconciliation results and coordinate resolution of outstanding balances. • Manage client benefit-related inquiries throughout the client lifecycle, ensuring accurate and timely support. • Support benefit renewal communications and processes to drive successful client outcomes. • Evaluate and recommend annual adjustments to client administrative fees based on account performance and scope. • Provide guidance on payroll tax matters, including tax account setup, registrations, and compliance for new state jurisdictions. • Manage payroll tax notices, ensuring timely escalation, follow-up, and resolution. • Assist with required state and federal reporting requirements, ensuring compliance with applicable regulations. • Coordinate with third-party vendors to support service delivery and ensure seamless client experience. • Act as support for assigned region when team members are traveling, out of office or unavailable. • Regular, on-site attendance is an essential job function due to the need for secure access to systems, collaboration on sensitive technical matters, participation in operational meetings, and hands-on involvement. • Build, maintain and promote relationships with team members, peers across disciplines, and all other company team members ensuring effective coordination of communications and services affecting clients. • Attend webinars and training to stay up to date on best practices related to the company and department. • Complete projects and other duties as assigned by supervisor.

• Engage with UK policymakers, regulators, and other stakeholders to advocate for policy frameworks that support the open web and Mozilla’s product initiatives. Focus on issues including competition, privacy, AI, and consumer protection while supporting alignment with EU regulatory developments and stakeholders • Build public policy campaigns from the ground up and drive their execution to raise Mozilla’s profile in the UK and shape ongoing policy discussions that impact our products and the open web, including planning, delivery, and evaluation of end-to-end advocacy strategies. • Represent Mozilla in external forums, industry groups, and other public venues on policy issues, and ensure our views are accurately and effectively communicated, including through policy events, thought leadership, and coordinated advocacy with third-party organisations. • Monitor, analyze, and communicate internally about emerging policy issues, regulatory developments, and global trends affecting Mozilla's products and services across the UK and the EU. • Translate complex technical concepts into clear, concise, and actionable policy insights and recommendations. • Lead and manage policy-related projects end-to-end, including coordination of timelines, stakeholders, deliverables, and external partners.