• Lead the Level 1 Support team, ensuring high performance and quality across multichannel support (chat, WhatsApp, email, video call) for RD Station family tools. • Monitor operational metrics, develop team members, and act tactically to ensure excellence in the customer and partner experience. • Collaborate on cross-functional projects to drive continuous improvement of the operation.

• Engage with a portfolio of clients to ensure they get the best value from FiscalNote: Global Intelligence products and services • Drive product adoption and usage to help client retention and expansion • Partner closely with Account Managers to support senior executive clients in client engagement and retention activities across the Latin America region • Coordinate and manage analyst briefings, executive advisory sessions, and client calls from scheduling through delivery • Plan and execute virtual and in-person client events, executive roundtables, roadshows, and market briefings • Serve as a key point of coordination between clients, analysts, and commercial team members to ensure a seamless client experience • Track and manage client engagement activities, ensuring timely follow-up and execution of commitments • Support client onboarding and adoption of FrontierView services and resources • Assist in the preparation of client presentations, briefing materials, meeting agendas, and event communications • Monitor client engagement trends and identify opportunities to increase utilization of FrontierView services • Maintain accurate records of client interactions, activities, and engagement metrics within Salesforce and other internal systems • Support regional and global commercial initiatives as needed, including strategic projects, events, and client campaigns • Collaborate across Commercial, Strategic Insights, and Operations teams to deliver exceptional client outcomes • Help identify opportunities to improve processes, client experiences, and team efficiency

• Own a portfolio of Demandbase's largest and most strategic customer relationships. • Develop trusted advisor relationships with executive stakeholders, including VP, SVP, and C-level leaders across Marketing, Sales, Revenue Operations, and Customer Success organizations. • Drive customer adoption, business value realization, retention, and growth across assigned accounts. • Create and execute strategic success plans aligned to customer business objectives and measurable outcomes. • Lead executive business reviews and strategic planning sessions that demonstrate value and align Demandbase solutions to customer priorities. • Provide consultative guidance on account-based go-to-market strategies, revenue generation, organizational alignment, and operational excellence. • Drive measurable customer outcomes through successful platform adoption and utilization. • Identify risks proactively and develop mitigation plans to improve customer health and retention. • Partner with Account Executives to identify, develop, and execute expansion opportunities through upsell and cross-sell motions. • Influence customer roadmaps by identifying opportunities to expand use cases and increase platform value. • Serve as the voice of the customer and advocate for customer needs across Demandbase. • Lead complex customer initiatives involving multiple stakeholders, business units, and internal teams. • Coordinate resources across Customer Success, Product, Support, Professional Services, Sales, and Marketing to ensure successful customer outcomes. • Navigate obstacles and competing priorities while maintaining accountability for results. • Influence internal processes and programs that improve customer experience, scalability, and operational effectiveness. • Drive continuous improvement initiatives that leave teams, processes, and customer programs stronger than before. • Maintain expertise in industry trends, account-based go-to-market strategies, revenue technologies, and competitive solutions. • Contribute to Customer Success best practices, playbooks, and operational improvements. • Mentor and support Customer Success team members through coaching, knowledge sharing, and feedback. • Develop customer success stories, references, and advocacy programs that showcase business outcomes. • Represent Demandbase as a strategic partner and thought leader in customer-facing engagements.

Role Description Responsible for creating, nurturing and sustaining long-term relationships with Digitech’s established client base, specifically those clients assigned to the Select Client Segment (SCS) Team. This position will focus primarily on client retention and safeguarding the revenue stream. - Serve as the primary Point of Contact (POC) for client interactions within the Select Client Segment. - Assist with resolving client issues and escalate to appropriate Digitech staff or BPO partners as needed. - Receive and enter client interactions into the Jira Service Desk ticketing system. - Manage all client inquiries received primarily through the Jira Service Desk. - Resolve and track client requests using the Jira Service Desk. - Collaborate with internal team members and assigned BPOs to address and resolve tickets. - Work with clients to develop processes that enhance their business model and increase revenue (e.g., charge structure reviews, trip imports). - Monitor contract terms and renewal dates. - Understand Digitech’s roles and responsibilities for obtaining key information related to client inquiries. - Capture and store important documents in the client Customer Record within the NetSuite platform. - Monitor OEMS license dates, renewals, and regional industry factors affecting clients. - Adhere to HIPAA and compliance requirements. - Prioritize work effectively and operate independently. - Maintain cooperative and productive relationships with assigned clients. - Adhere to all Digitech HIPAA privacy policies and procedures; this includes always maintaining the confidentiality and security of sensitive patient information. - Ensure consistent adherence to company attendance policies. - Additional job duties as assigned. Qualifications - High School Diploma or Equivalent required. - Must be able to interact well with all levels of a client’s organizational structure, including administrative, leadership, and operational personnel. - Should be comfortable learning and utilizing Jira Service Desk features, particularly those relevant to the Select Client Segment Team. - Must be proficient in the use of Microsoft Office 365. - Customer service experience strongly preferred. - Strong oral and written communication skills. - Intermediate computer skills, including working knowledge of Microsoft Word, Excel, and Outlook. - Customer-oriented attitude with strong interpersonal skills. - Strong organizational skills. - Ability to work in a fast-paced environment. - Strong problem-solving skills. - Understanding of HIPAA. - Ability to work independently to manage all types of client interactions via Jira, email, and verbal communication. - Ability to manage a high volume of client interactions and systematically follow up on inquiries by keeping the ticketing system updated and current. - Ability to independently manage all aspects of the job role including required goals and business practices in a remote environment. Benefits - Competitive salary, commensurate with experience. - Comprehensive benefits package, including 401(k) Plan.