• Lead hands-on onboarding sessions, ensuring customers are set up for success with Planera from day one • Build and maintain strong relationships with key stakeholders to drive engagement and long-term retention. • Provide expert-level guidance on construction scheduling best practices, particularly for users transitioning from tools like Oracle Primavera P6 or Microsoft Project. • Support and manage customer pilots and proof-of-concepts, helping organizations evaluate Planera’s value. • Identify upsell and cross-sell opportunities, collaborating with the sales team to drive expansion. • Act as the voice of the customer, relaying insights and feature requests to product and engineering teams. • Assist customers with technical issues, working alongside product and engineering teams to resolve challenges quickly. • Analyze customer usage and engagement data to proactively identify risks and opportunities for improvement.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We’re growing our Customer Success Engineering team. This team is the face of the organization. You’ll work directly with customers to help them get the most out of Stedi, and you’ll bring what you learn back to the rest of the company to shape how we build and improve the product. The work moves fast, spans a lot of surface area, and has a real impact - on our customers, our revenue, and our roadmap. Who you are - You have subject matter expertise in revenue cycle management. - You understand the full cycle of how healthcare technology companies run eligibility checks, submit claims, check claim status, and reconcile ERAs. - You have several years working at an RCM company, clearinghouse, or managing RCM inside of a healthcare organization. - You are technical and have experience using and integrating APIs, with familiarity in data formats and standards such as JSON, X12, and other flat file formats. - You have a product mindset, able to intuitively understand product gaps and articulate those to the engineering and product teams. - You are exceptional at staying on top of many open threads simultaneously, being hyper-responsive, organized, and thorough. - You have deep customer empathy, quickly understanding a customer’s needs while also getting into the weeds on technical areas of a product. - You do what it takes to get the job done, being resourceful, self-motivating, and self-disciplined. - You have experience in customer-facing roles, ideally within customer success, technical support, or adjacent roles. - You move fast, matching the organization’s pace with a median response time to customers during business hours of 3.4 minutes. What you'll do - Support new customers from proof-of-concept through production to ensure they have everything they need to process production claims and eligibility checks as quickly as possible. - Collaborate with customers via dedicated Slack channels. - Triage requests from customers who need help utilizing our products or understanding payer responses to claims, remittances, and eligibility checks. - Identify product gaps and relay those as well-documented issues to our product and engineering teams for review and implementation. - Contribute to external documentation and internal runbooks to ensure we are building up a knowledge base of frequently asked questions with the goal of enabling self-service customer adoption. - Utilize data to improve our ability to proactively anticipate customer needs, track overall customer health, and improve retention. Compensation The annual compensation range for this role is $140,000-$200,000. For roles with a variable component, the range provided is the role’s On Target Earnings ("OTE") range, which means that the range is inclusive of the sales commissions or bonus target and annual base salary. This range may be inclusive of multiple experience levels at Stedi and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, location, and qualifications. Important Note We’ve been made aware of individuals impersonating the Stedi recruiting team. All official communication about roles at Stedi will only come from an @stedi.com email address. If you’re unsure whether a message is legitimate or have any concerns, feel free to contact us directly at careers@stedi.com. Encouragement to Apply At Stedi, we're looking for people who are deeply curious and aligned to our ways of working. You're encouraged to apply even if your experience doesn't perfectly match the job description.

• Serve as the primary point of contact for B2B customers, addressing technical inquiries related to our software. • Triage, diagnose, and resolve Tier 1 and Tier 2 support tickets, ensuring timely and effective solutions. • Collaborate closely with engineering and product teams to escalate complex issues. • Monitor system performance and proactively identify potential issues to minimize customer impact. • Develop and maintain documentation, including knowledge base articles and troubleshooting guides. • Assist customers in understanding and utilizing platform features, ensuring optimal user experience.

• Provide technical support to developers integrating Agora SDKs and services (RTC, Signaling, Cloud Recording, Conversational AI, etc.) • Troubleshoot issues related to Audio/video quality, Network connectivity and performance, SDK integration and platform-specific behaviors (iOS, Android, Web, Windows, macOS) • Analyze logs, develop reproduction demos to identify root causes • Work with internal engineering teams to escalate and track product issues • Write technical explanations, integration guidance, and best-practice recommendations • Support customers via ticketing systems, Slack/IM channels, and live troubleshooting sessions • Act as a technical advocate for customers by feeding back recurring issues and feature requests • Actively participate in local developer communities (meetups, tech groups, hackathons, university events, etc.) • Collaborate with internal teams to organize and support developer events, workshops, and tech talks focused on Agora’s RTC and Conversational AI solutions • Share insights on AI + real-time communication trends, use cases, and best practices with developers • Help bridge feedback from developers and the community back to internal product and engineering teams