• Lead meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements • Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested • Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations • Identify client churn risks to develop solution strategies with internal teams and service resources • Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, work with internal teams to ensure client deadlines are met • Assist with change management processes for the client, document escalations, and participate in internal meetings for effective resolution • Participate in major incident response by coordinating resolution efforts, communicating effectively with stakeholders, assisting in post-incident reviews, and collaborating with internal and external teams to analyze operations and identify efficiency improvements • Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, as well as help with workstation replacement strategy and client’s planning and budget cycles • Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services • Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way including meeting with clients at their office for check-ins and during onboarding process when necessary • Contribute to client documentation with accuracy and ensure data integrity • Ongoing participation in internal meetings such as huddles, L10s, training and company meetings • Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing • Review and investigate invoices when necessary to ensure accuracy before approving - address invoice questions and concerns from clients. • Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance and collection teams • Additional duties as assigned

• Lead meetings with the client, to provide reports related to issue trending, ongoing/upcoming projects, system performance, change management, and potential technical improvements • Prepare and review reports and metrics utilizing internal tools to present and share with the client as requested • Measure client satisfaction, set and manage client expectations, discuss service agreements, and help manage client vendor relations • Identify client churn risks to develop solution strategies with internal teams and service resources • Advocate for the client in day-to-day operations, including support services, proactive maintenance, and procurement, work with internal teams to ensure client deadlines are met • Assist with change management processes for the client, document escalations, and participate in internal meetings for effective resolution • Participate in major incident response by coordinating resolution efforts, communicating effectively with stakeholders, assisting in post-incident reviews, and collaborating with internal and external teams to analyze operations and identify efficiency improvements • Collaborate with Strategic Advisors / vCIO to help develop the strategic plan for clients by assisting with agreement updates, as well as help with workstation replacement strategy and client’s planning and budget cycles • Maintain Knowledge of technology products and services applicable to the client base, including hardware, software and VC3 services • Assist with the onboarding and offboarding process for new clients and assist with client presentations and introductions to the VC3 way including meeting with clients at their office for check-ins and during onboarding process when necessary • Contribute to client documentation with accuracy and ensure data integrity • Ongoing participation in internal meetings such as huddles, L10s, training and company meetings • Utilize automated systems when applicable to manage agreement reconciliation to ensure accurate billing • Review and investigate invoices when necessary to ensure accuracy before approving - address invoice questions and concerns from clients. • Invoicing review and approval, including assisting clients with billing inquiries and working closely with the VC3 finance and collection teams • Additional duties as assigned

• Hauptverantwortung im Key-Account Management und Pflege strategischer Partnerschaften. • Umfassende Betreuung zugewiesener Key-Accounts. • Identifizieren von Upselling- und Cross-Selling-Möglichkeiten. • Gewährleistung hoher Kundenzufriedenheit durch proaktive Kommunikation und Problemlösung. • Zusammenarbeit mit internen Teams wie Sales, Marketing und Produktentwicklung. • Teilnahme an Branchenmessen und Networking.

• Own renewal, retention, and expansion outcomes across a defined portfolio of strategic Telehealth accounts. • Build trusted relationships with executive, clinical, operational, technical, and procurement stakeholders within hospitals, health systems, and enterprise healthcare customers. • Develop a deep understanding of each customer’s goals, workflows, use cases, and definition of success. • Create and manage account plans that support adoption, utilization, customer satisfaction, renewal, and expansion. • Identify, scope, and drive expansion opportunities within existing health system logos, including new sites, service lines, use cases, licenses, devices, integrations, and product adoption. • Lead commercial discussions related to renewals, scope growth, pricing changes, and contract expansion. • Partner with the Director of Sales - Telehealth, Sales Operations, and Commercial leadership to forecast renewals, expansion pipeline, account health, and revenue risk. • Support cross-sell opportunities within existing accounts, including potential collaboration with the SENSORA Enterprise team where appropriate. • Facilitate customer onboarding, training, implementation support, performance measurement, renewal, and expansion in partnership with internal teams. • Deliver customer reports, business reviews, and value summaries that demonstrate Eko’s impact, including utilization, workflow adoption, customer outcomes, and ROI where applicable. • Synthesize customer feedback and partner with Product, QA, Engineering, Implementation, and Commercial teams to continually improve the customer experience and platform. • Maintain accurate account plans, customer activity, pipeline updates, renewal status, and forecasts within CRM systems. • Ensure compliance with company policies and applicable laws and regulations. • Other duties as assigned.