• As AVP - Implementations, you’ll be the strategic partner and trusted advisor to our key healthcare clients. • You’ll own the success of your clients - ensuring a client start that delights, sets us up for growth, and deliver measurable impact. • You’ll bridge the worlds of healthcare operations and customer success, helping clients realize value through adoption, innovation, and collaboration. • Responsible for the successful implementation and adoption of IKS clinical products and solutions with customers, physicians, and clinical staff. • Will be a key contributor to the detailed implementation plans, progress tracker, and technology system/solution for managing the end–to-end implementation. • Enable critical change management across clients. • Establish successful relationships with each IKS customer assigned, which will significantly improve our opportunity for a successful implementation. • Ensure high levels of customer satisfaction and mutual success of the relationship.

• Maintain an accurate daily task list (workflow dashboard) without overdue items. • Provide centralized operational support to the escrow branch, including: • Reviewing commitment/prelim and seller/buyer information forms. • Ordering tax certificates, HOA certificates/statements, surveys, payoff statements, and lien releases. • Balancing files and preparing closing documents. • Handling any other assigned workflow dashboard tasks. • Evaluate and review real estate contracts and all supporting documents meticulously. • Manage files to ensure accuracy and completeness of documentation. • Compile and process escrow instruction packages. • Collaborate with branch operations to prepare for closings. • Consistently communicate with Escrow Officers and local branches regarding file updates, changes, or issues. • Exercise sound judgment to identify discrepancies and assess risk levels, enabling informed decisions.

• Respond to customer inquiries via phone, email, and chat promptly and professionally. • Assist customers with product selection and provide detailed product information. • Resolve customer complaints and issues with a focus on achieving customer satisfaction. • Maintain detailed records of customer interactions and transactions in our CRM system. • Collaborate with team members to enhance service delivery and share knowledge. • Follow up with customers to ensure their issues were resolved to their satisfaction. • Monitor customer feedback and report trends to management for process improvement.

• Product education • Order support • nVNS device use training • App support • Sales Order troubleshooting, and data reporting • Support Territory Business Managers (sales executives) with account set up and order pull through • Answer inbound customer service phone calls and emails • Log all inbound and outbound interactions with customers within CRM tool (SalesForce) • Training and support of customer’s use of Truvaga nVNS device • Truvaga Plus App support • Customer support of all other Truvaga Brand products • Product return processing