• Develop a deep understanding of each customer's business objectives, challenges, and success metrics. • Serve as the primary point of contact for customers and agency partners, responding to inquiries and resolving issues promptly in both Mandarin and English. • Proactively engage with customers and agency partners to drive adoption, usage, and value realization of our platform. • Partner with the publisher development team to match customers with good fit affiliates in the Levanta marketplace to help expedite revenue activation and maintain ongoing success on the platform. • Collaborate with sales teams to identify opportunities for upselling or cross-selling additional products/services. • Conduct regular check-ins with customers to review progress, address concerns, and identify areas for improvement. • Advocate for customers and agency partners internally, providing feedback to our product team to drive product enhancements and improvements. • Monitor customer health and satisfaction metrics, taking proactive steps to mitigate churn and increase retention rates. • Develop and maintain a thorough understanding of our platform, industry trends, and best practices to effectively advise customers.

• Understand customers' overall Red Hat portfolio, technical and business priorities, and success measures. • Create and execute customer success plans with discrete milestones and actions to achieve customers’ business objectives by tasking technical execution teams. • Identify opportunities for increased consumption, track monthly consumption against targets and plan key deployment timelines and milestones. • In collaboration with others, apply technical knowledge and customer insights to create a migration and modernization roadmap for applicable workloads and applications. • Orchestrate Design and Discovery Sessions to build plans for implementing solutions – governing design in line with customer business goals. • Be the Voice of the Customer. Share insights and best practices, and connect with Engineering and Product teams to remove blockers. • Target and resolve issues to remove impediments in order to prove the value of implementing Red Hat technologies. • Assess the customer’s knowledge of Red Hat’s products and overall readiness to support customers through a structured learning plan and ensure delivery through partners.

• Managing inbound charter requests from new and established customers, predominantly through email, and occasionally via phone calls • Providing support to multiple Account Executives. • Utilizing Google Suite to organize and manage communication-related to charter requests • Learning to use the ZUM admin and charter portals to facilitate the charter booking process • Overseeing the entire process from initial quote generation to final booking of trips. • Collaborating effectively with multiple departments within the organization to ensure the smooth execution of charter services • Maintaining a high level of attention to detail to ensure accuracy and quality of services • Demonstrating a coachable attitude, always willing to learn and adapt to changing procedures and policies • Being comfortable with handling a high volume of trip requests, even when the work may become monotonous. • Able to support multiple channels of communication (Phone, Chat, Email).

• Conduct quality assessments of customer interactions across multiple communication channels, including live chats, emails, phone calls. • Perform regular quality reviews using automated monitoring tools and manual evaluation methodologies. • Assess communications against internal quality standards, compliance requirements, regulatory expectations, and customer service best practices. • Monitor the quality of interactions handled by Customer Support, Customer Care Teams. • Identify performance gaps, recurring issues, and opportunities for process improvement. • Provide detailed quality evaluations, reports, and actionable recommendations to team leaders and management. • Conduct regular 1:1 coaching and feedback sessions with agents based on quality monitoring results, ensuring adherence to company standards, regulatory requirements, and customer service excellence. • Support employee development by providing constructive feedback and guidance on communication quality and customer interaction standards. • Prepare quality scorecards, performance reports, and trend analyses. • Create, maintain, and update internal procedures, quality guidelines, evaluation criteria, and operational documentation in English. • Participate in calibration sessions to ensure consistency and accuracy of quality assessments. • Collaborate closely with the Global Head of Customer Success to drive continuous improvement initiatives. • Contribute to the development and optimization of quality assurance processes and automated quality monitoring systems. • Ensure consistency, professionalism, and accuracy across all customer-facing communications