• Understand customers' overall Red Hat portfolio, technical and business priorities, and success measures. • Create and execute customer success plans with discrete milestones and actions to achieve customers’ business objectives by tasking technical execution teams. • Identify opportunities for increased consumption, track monthly consumption against targets and plan key deployment timelines and milestones. • In collaboration with others, apply technical knowledge and customer insights to create a migration and modernization roadmap for applicable workloads and applications. • Orchestrate Design and Discovery Sessions to build plans for implementing solutions – governing design in line with customer business goals. • Be the Voice of the Customer. Share insights and best practices, and connect with Engineering and Product teams to remove blockers. • Target and resolve issues to remove impediments in order to prove the value of implementing Red Hat technologies. • Assess the customer’s knowledge of Red Hat’s products and overall readiness to support customers through a structured learning plan and ensure delivery through partners.

• Managing inbound charter requests from new and established customers, predominantly through email, and occasionally via phone calls • Providing support to multiple Account Executives. • Utilizing Google Suite to organize and manage communication-related to charter requests • Learning to use the ZUM admin and charter portals to facilitate the charter booking process • Overseeing the entire process from initial quote generation to final booking of trips. • Collaborating effectively with multiple departments within the organization to ensure the smooth execution of charter services • Maintaining a high level of attention to detail to ensure accuracy and quality of services • Demonstrating a coachable attitude, always willing to learn and adapt to changing procedures and policies • Being comfortable with handling a high volume of trip requests, even when the work may become monotonous. • Able to support multiple channels of communication (Phone, Chat, Email).

• Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls. • Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies. • Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices. • Monitor the quality of interactions handled by Customer Support, Customer Care Teams. • Identify performance gaps, recurring issues, and opportunities for process improvement. • Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management. • Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence. • Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards. • Prepare quality scorecards, performance reports, and trend analyses. • Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English. • Participate in calibration sessions to ensure consistency and accuracy of quality assessments. • Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives. • Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems. • Ensure consistency, professionalism, and accuracy across all customer-facing communications

• Manage post-sale relationships for healthcare clients using SuperDial’s AI solutions across RCM functions including eligibility, prior auth, claims follow-up, and denial management. • Drive onboarding and implementation, ensuring workflows are configured to improve revenue capture and reduce administrative burden. • Monitor key RCM performance metrics such as denial rates, claim turnaround time, and reimbursement efficiency. • Provide technical support by troubleshooting integrations (EHR/PM systems), reviewing logs, and partnering with engineering to resolve issues. • Deliver customer training on best practices for AI adoption and revenue cycle optimization. • Identify opportunities to expand usage of SuperDial’s automation capabilities within existing workflows. • Escalate and track customer issues, ensuring timely resolution and high satisfaction.