Role Description As a Channel Partner Success Agent at Passport, you will be the operational backbone of our channel team. You will manage a high-volume portfolio of city locations served through our channel partners — companies that are hired by cities to run their parking operations and have selected Passport as their software provider. You will be responsible for keeping those locations healthy, adopted, and progressing toward maximum value. You will work closely with our Channel Partner Success Team Lead, serving as the day-to-day point of contact for location-level relationships while escalating strategic opportunities and risks upward. You will do all of this in our fast-paced, constantly evolving environment, where being organized, proactive, and client-obsessed is a baseline — not a differentiator. At Passport, we believe in deep-rooted, authentic, value-driven partnerships founded on shared objectives and joint success. That philosophy extends through our channel partnerships: when our partners succeed in the cities they manage, we succeed together. Responsibilities - Manage a large client portfolio - Drive success across a portfolio of multiple accounts - Prioritize accounts according to risk and growth opportunity - Provide ongoing, comprehensive updates to the Team Lead regarding client health and priority initiatives - Act as liaison between the client and internal support/engineering teams - Enable clients to realize the full potential of our product - Understand and tailor interactions to their business objectives - Extend utilization across the organization to maximize objective alignment - Engage with municipal leadership when needed to support partner objectives - Maximize client value - Analyze expansion opportunities and provide data to demonstrate success - Provide clear direction and next steps to continue increasing value - Manage and execute client renewals and upsells - Drive new business growth through greater advocacy and reference-ability - Identify and pursue opportunities for upsell - Demonstrate value through hardened metrics - Maintain and expand client relationships - Extend reach into new client departments/divisions - Educate new contacts with value messaging - Provide structure and direction to extend accounts - Analyze success metrics to determine adoption trends - Analyze activity as it relates to business objectives - Develop intelligence based on adoption metrics - Increase client satisfaction - Create relationships founded on value - Teach and advocate industry best practices Qualifications - Experience with a CRM (Salesforce preferred) - Experience with project/issue management systems preferred (JIRA) - Knowledge of backend development terminology, processes and software engineering practices preferred - Analytical and process-oriented mindset - Demonstrated desire for continuous learning and improvement - Strong communication and presentation skills - 1-3 years experience in customer success, account management or sales About You You are organized. Genuinely, impressively organized — because you have to be. You manage a large book of business and you keep every account moving forward without letting anything fall through the cracks. You are a strong communicator who knows how to build trust quickly with operations contacts and city liaisons who may not have a lot of time for you. You are comfortable using data to tell the story of a location’s health and confident enough to flag a problem before it becomes a crisis. You are self-motivated and execution-oriented. You do not need to be told twice. You bring a continuous improvement mindset to your own work and are always looking for a smarter, more efficient way to manage a high-volume portfolio without sacrificing quality. Company Description Passport is the technology leader in parking compliance and curbside payment solutions. By helping cities integrate paid parking, enforcement operations, and payment infrastructure into one software solution, Passport provides the only platform that connects the complexities of mobility to efficiently manage and monetize the curb. From mobile payments to citation issuance, permitting technology and more, Passport is empowering cities of all sizes with better insights to improve parking turnover, expand revenue opportunities, and create better compliance. Passport is trusted by more than 800 clients across North America. Passport provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws. Please Note: At this time, Passport Labs, Inc. is unable to offer any form of employment sponsorship (e.g., H-1B, TN, F-1 OPT, or other work visas). Candidates must be legally authorized to work in the United States without current or future sponsorship.

• Act as the primary point of contact for clients and broker/consultant partners, ensuring a high-quality, responsive service experience • Build strong, trusted relationships through ongoing, proactive communication and tailored recommendations • Manage a portfolio of large corporate accounts, including a mix of funding arrangements • Lead annual renewal cycles, delivering against key metrics such as client retention, growth, and pricing outcomes • Work closely with internal stakeholders to resolve complex client needs and deliver integrated solutions • Identify opportunities to enhance client outcomes through product development, process improvements, or new service offerings • Support business growth by introducing and expanding relevant products and services across the portfolio • Communicate updates and changes clearly to clients, including regulatory or process developments • Manage and resolve complex escalations across areas such as eligibility, billing, and service delivery • Maintain accurate records and insights using internal systems, including Salesforce • Provide guidance and support to colleagues, contributing to knowledge sharing and team development

• Responsible for servicing a commercial book of business - marketing, underwriting, renewal negotiation, risk analysis, consulting, problem resolution, reviewing and rating. • Maintain productive business relations and engage in extensive contact with clients, producers and underwriters. • Ensure clients have continuous and proper coverage and advise clients of any change recommendations. • Review current policies and provide recommendations regarding placement options. • Rounding out and cross selling book of business to reach the company growth goals. • Apply knowledge of coverages and forms to research and reconcile discrepancies. • Participate in development of new business and retention of renewal business. • Interact with producers to prepare specifications, applications, underwriting data and related information in the marketing of insurance products. • Produce business proposals and deliver professional presentations to clients.

• Independently leads client service including ALL primary activities listed below. • Acts autonomously on most decisions without guidance or direction AND delivers renewal messaging for most clients within book of business. • Uses judgment on more manual renewals to execute on service plan. • Has deep understanding of markets to make informed recommendations to clients. • Evaluates exposures and renewal quote. • Review upcoming renewals and determine which accounts warrant remarket. • Make coverage recommendations. • Utilize comparative rater tool to obtain quotes. • Transact agency billing (where applicable). • Obtain signed binding and notifies carriers. • Reviews binding documents for accuracy. • Responsible for rounding out accounts and “Selling all of World”. • Setup and maintain accurate account details, contacts, and policy information in EPIC. • Process renewals, endorsement, acknowledgments, cancellations and proofs of insurance. • Attach, organize, and name documents in EPIC. • Initiate endorsements, proofs of insurance and invoices. • Leverage templates and system generated letters and forms to produce standard communications to clients and carriers, including BOR, client pre-renewal letters, proposal letters, change request, etc. • Create activities in EPIC and assign to applicable team member. • May be responsible for pulling items such as MVR, CLUES, Risk Meters, RCE etc.