• Serve as the primary point of contact for assigned hospital clients • Build and maintain strong, long-term client relationships • Conduct regular client meetings to review performance metrics, address concerns, and identify opportunities for improvement • Respond promptly to client inquiries and resolve issues in a professional and timely manner • Manage the daily activities of Koders on their assigned teams • Ensure productivity and quality standards are maintained • Monitor coding productivity, accuracy, turnaround times, and service-level agreements (SLAs) • Coordinate with coding managers and quality assurance teams to ensure client expectations are consistently met • Analyze operational reports and communicate trends, risks, and opportunities to internal leadership and clients • Support staffing forecasts and workload balancing to maintain service commitments • Maintain working knowledge of ICD-10-CM, CPT, HCPCS, and medical terminology • Understand specialty-specific coding requirements and payer guidelines • Assist clients with coding-related questions and documentation improvement opportunities • Support denial management and coding-related appeals when necessary • Stay current on CMS regulations, coding updates, and compliance requirements • Ensure coding activities comply with HIPAA, CMS regulations, payer requirements, and company policies • Review quality metrics and coordinate corrective action plans when performance issues arise • Prepare and present monthly performance reports to clients and leadership • Track KPIs including coding accuracy, productivity, denial rates, turnaround times, and customer satisfaction • Identify opportunities to improve processes and enhance operational efficiency

• Account management with responsibility for major brands and/or Fortune 1000 companies • Grow the value and long-term value of your assigned accounts • Deliver regular client reviews, status meetings and presentations while also keeping clients up to date on new ICUC products and services • Advising clients on social media strategy by working with ICUC’s Strategy and Insights teams • Support in the set-up and implementation of social media projects as required • Keep Salesforce Opps and Projects up to date and work on proposals and SOWs • Work in partnership with other client agencies – media, creative, PR, etc. • Contribute to new business pitches • Work with senior management to shape ICUC’s strategic offering

• Lead technical configuration and deployment of the Company’s Remote Patient Monitoring platform/solution within client EHR environments, with a focus on Epic and Cerner integrations • Serve as the primary technical point-of-contact for business and development stakeholders during onboarding • Manage all implementation phases, from kick-off and requirements gathering through testing, go-live, and hand-off • Troubleshoot complex integration issues in collaboration with Technical Support Engineers and escalate as needed • Partner with senior team members to learn to support the Company’s Health IoT platform implementations and data source integrations • Gradually take on onboarding tasks for the Company’s Health IoT Platform, including training, configuration, and strategic expansion • Own the post-launch client relationship for assigned accounts for the Company’s Remote Patient Monitoring platform/solution, acting as both advocate and advisor • Conduct regular check-ins and strategic reviews to understand client goals, reveal new use cases, and propose incremental feature or measurement-type expansions • Monitor key adoption metrics and serve as an early warning for at-risk accounts, partnering with the Director, Client Experience to mitigate churn • Frame every client interaction around delivering measurable value, never a hard sell, but always aligned to the client’s business objectives • Develop and maintain detailed project plans, ensuring milestones, deliverables, and deadlines are met • Coordinate cross-functional resources, with Support, Solutions Engineering, and Product, to align on client requirements and timelines • Document and communicate implementation status, risks, and resolution plans to both internal teams and client stakeholders • Create and deliver tailored training programs—live or recorded—to educate clinicians, administrators, and technical teams on the Company’s Remote Patient Monitoring platform/solution features and best practices • Produce clear technical documentation and knowledge-base articles to empower clients to self-serve common tasks • Share lessons learned across all product lines to continually refine the Company’s implementation playbooks • Host or support “Feature Spotlight” sessions aimed at highlighting high-value Impact capabilities and driving adoption of additional measurement types • Capture client feedback on usability, workflows, and feature requests, and surface actionable insights to Product and Engineering teams. • Contribute to ongoing refinement of implementation and experience playbooks, incorporating lessons learned and industry best practices • Stay current on the remote monitoring landscape and EHR trends to anticipate client needs and maintain technical authority.

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.