• Define and implement the overall customer success vision and strategy to ensure alignment with company goals and revenue targets. • Primary executive level relationship holder and executive escalation point for insurance carrier and attorney clients. • Lead, manage, and scale a high-performing Customer Success team, fostering a customer-centric culture and coaching team members to deliver exceptional results. • Develop and execute proactive strategies to reduce churn, increase customer satisfaction, and identify upsell and cross-sell opportunities. • Establish and monitor customer health metrics (e.g., NPS, CSAT) to identify at-risk customers and implement strategies to mitigate churn while maximizing renewals. • Work closely with sales, product, and marketing teams to align customer success strategies with overall business objectives.

• Provide accurate translation, editing, and/or transcription of legal documents from Japanese to/from English • Edit audio transcriptions that include slang and idioms • Edit legal documents, demonstrating a strong command of legal terminology • Excellent written communication skills in both English and the target language • Translate, edit, and/or transcribe according to client’s style guides and quality standards • Use domain-specific terminology

• Serve as a key legal advisor to senior claims leadership, providing guidance on complex coverage matters. • Provide timely and well-reasoned legal coverage opinions on bodily injury and material damage claims under non-standard auto policies. • Analyze and interpret policy language, statutes, case law, and regulatory guidance across multiple jurisdictions. • Identify potential coverage issues and recommend proactive solutions to mitigate risk and ensure compliance. • Advise claims professionals on exposure, resolution strategies and regulatory compliance. • Collaborate with internal stakeholders to mitigate extra-contractual liability. • Coordinate with outside counsel and provide litigation support. • Develop and deliver training programs and guidance documents for claims staff. • Monitor emerging legal issues and legislative changes impacting auto insurance. • Support internal audits and compliance reviews related to claims handling and coverage determinations.

• Lead and execute business risk, export controls, Sanctions, ABAC and AML compliance activities and processes. • Implement enhancements to customer and supplier due diligence processes. • Oversee the onboarding of all new customers, resellers, and end-users, ensuring robust compliance and ongoing monitoring. • Support incremental risk and compliance requirements and services. • Enhance understanding of risk and compliance requirements among internal stakeholders.