• Facilitate smooth customer transitions from the Implementation team and inspire confidence in our product and service to meet/exceed customer needs. • Be the relationship lead and strategic contact for our customers and their brokers, presenting plan data, organizing Quarterly Business Reviews (QBR), and owning the annual renewal process end-to-end. • Serve as a partner and consultant to our brokers and their clients, providing strategic advice on benefits and Sana plans to meet client needs. • Proactively manage potential escalations with the leadership team and generally be the voice of the customer and broker with internal teams. • Be a knowledge partner, researching, documenting, and educating others on updates related to internal processes, external policies, and best practices. • Lead initiatives to improve team processes and customer strategies. • Partner with Sales to expand and retain brokerage relationships • Collaborate cross-functionally, regularly providing feedback and recommendations to enhance the customer and broker experience. • Be a thought partner, working with our product team to help create a product that can deliver the best customer experience at scale.

• Maintain a full schedule of meetings for new customer onboarding, regular check-ins, renewal discussions, and project updates. • Perform regular client outreach to inform them of potential problems, product updates, or new service offerings • Maintain a positive and collaborative relationship with customers, ensuring that client security requirements and alignment needs are met • Act as a primary liaison between technical staff and customers • Maintain advanced knowledge of all Legato Security products and managed services, including software resale, managed security services, and professional services engagements • Maintain current knowledge of threats, attack methods, and security technologies through ongoing training and education. • Provide troubleshooting and support when needed regarding existing or new security tools and solutions • Lead the deployment of cybersecurity solutions, ensuring project deadlines are met by working with technical staff and addressing any delays or changes • Write technical reports for assessments, best practice recommendations, or other required project deliverables with input from the technical staff • Ensure that customer’s security requirements are met • Interface with engineers and analysts to explain client requests and align needed solutions • Gather requirements for service developments and enhancements based on customer requests • Travel to prospects and customers for on-site meetings as needed (~5%) • Develop progress reports, Client Delivery Reports, and quarterly review data for presentation to customers on a regular basis • Interact closely with Channel Partners in support of joint-customer initiatives

• Responsible for leading the Sports Customer Success organization • Directly managing a portfolio of strategic enterprise accounts • Executing of customer retention, expansion, and engagement strategies • Partnering cross-functionally to maximize customer outcomes • Maintaining direct ownership of a portfolio of strategic enterprise accounts • Building trusted advisor relationships with senior client stakeholders • Leading account planning and executive business reviews for key customers • Proactively identifying expansion opportunities and executing account growth strategies • Managing and mentoring team performance • Acting as a senior escalation point and voice for key accounts

**What the Role involves:** - Reaching out to nursing facilities across the US — primarily by phone, supported by email and LinkedIn - Having genuine, unhurried conversations with social workers and discharge coordinators; building enough rapport and trust for them to take the next step - Independently researching and sourcing direct contact details using tools such as Apollo and LinkedIn Sales Navigator — finding the right person, not just calling the front desk - Coordinating onboarding for interested facilities and following up thoughtfully with contacts who've shown interest but haven't yet activated on the platform - Maintaining accurate and up-to-date CRM records to track every interaction and manage your follow-up pipeline - Supporting newly onboarded facilities through the early stages of platform use — converting sign-ups into genuinely active users