• 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.

• Lead, coach, and develop a team of CSMs across multiple levels and geographies; meet people where they are and systematically raise their game in value communication, renewal execution, and stakeholder engagement • Own ABR and DBGR outcomes for your team’s portfolio; drive forecast accuracy and hold the team accountable for surfacing and addressing renewal risks early • Coach CSMs through the full renewal cycle — from health monitoring and success planning to commercial negotiation and close • Set clear performance expectations and manage to them with both directness and care • Maintain active visibility into customer health; make sure the right conversations are happening at the right cadence and quality • Partner with TAM, SSE, TSE, Support, and Product to connect your customers with the technical depth they need • Be present for your team and your customers when it matters — including across time zones and through escalations

• You create a culture of alignment, collaboration, and accountability with our client stakeholders to drive loyalty. • Deliver and communicate business results and impact to drive high levels of client retention and support new expansion opportunities. • Conduct regular meetings and business reviews to monitor progress and success of the overall client relationship. • Leverage best-practices to enable optimal client engagement, satisfaction and results that meet the client’s business objectives. • Create client relationships where they are champions of Force who provide references, case studies, and testimonials. • Proactively identify expansion opportunities within your client base and engage your aligned Strategic Account Executive to drive expansions forward. • Act as the voice of the client within the company, advocating for their requests and feedback.