• Own and manage a high-volume support queue, triaging incoming customer cases with speed and accuracy • Respond to customer inquiries and issues through the queue, providing timely, professional, and empathetic resolutions while maintaining high customer satisfaction standards • Handle escalations quickly and calmly — assess urgency, loop in the right internal stakeholders, communicate proactively with the customer, and see issues through to resolution • Follow established processes and playbooks for case management, renewal workflows, and migration support — and flag gaps or inefficiencies when you spot them • Identify patterns across cases and proactively surface recurring customer pain points, friction points, or product feedback to your manager and cross-functional teams • Support customers through the TeamSnap ONE migration by managing queue-based touchpoints, answering platform questions, and escalating blockers to the appropriate teams • You’ll serve as the "Voice of the Customer" internally, escalating product feedback that will address the needs of our customers to ensure proper product prioritization.

• Establish and deepen relationships with organizations in K-12 district consulting, professional learning, and intervention spaces • Develop new channel sales opportunities for supplemental offerings, including assessments, tutoring, and Kiddom Atlas • Formalize and commercialize existing partnerships to generate revenue and create a path to core curriculum adoption • Work closely with Go-to-Market, Legal, and Product teams for operational soundness of partnerships

• Serving as the primary client contact, providing strategic counsel on medical affairs and publication planning, timelines, and best practices. • Lead the execution of medical affairs (advisory boards, slide decks, etc) and publications (manuscripts, abstracts, posters, and congress presentations) projects from planning through submission. • Partnering with scientific, editorial, and project management teams to ensure all deliverables meet the highest standards of scientific accuracy, compliance, and timeliness. • Leading internal teams to ensure smooth workflow, clear communication, and high-quality output across multiple concurrent projects. • Overseeing project financials, including budget management, SOW development, forecasting, and resource allocation. • Proactively identifying opportunities for account growth and contributing to new business initiatives. • Ensuring all activities comply with Good Publication Practice (GPP) guidelines and relevant industry standards.

• Drive Customer Growth • Own and execute a territory growth strategy for a high-volume customer base • Identify, engage, and develop high-potential customers to increase revenue and retention • Balance revenue growth with a “digital-first” mindset, encouraging adoption of self-service channels • Connect with customers via phone, video calls, and LinkedIn to understand needs and uncover opportunities • Tailor outreach based on buying signals, customer personas, and campaigns • Educate customers on how to effectively use our website for research, ordering, and support • Build and manage a strong opportunity pipeline in Salesforce to meet or exceed sales targets • Report progress and provide insights to management.