• Take full ownership of complex, urgent, and high-visibility member escalations • Lead service recovery efforts with a focus on empathy and active listening • Serve as the primary point of contact for sensitive or escalated issues • Monitor active cases to ensure adherence to SLAs and quality standards • Collaborate closely with the Supervisor, Customer Success to ensure alignment

• Ensure customers increase the safety, efficiency, and sustainability of operations with the IoT platform • Compose joint success plans with customers outlining objectives, metrics, and timelines • Orchestrate executive business reviews with customers’ decision-makers • Conduct workshops with customers to recommend workflow changes • Serve as a mentor to the wider Customer Success and Support teams • Champion and embed Samsara’s cultural principles

Role Description This is a blend of customer relationship ownership, optimizing AI agents, and driving revenue growth. You own a book of customers and are responsible for: - Customer happiness - Product usage - NDR What you’ll do: - Own a portfolio of customers (SMB → enterprise) - Drive adoption and usage of Broccoli’s AI agents - Identify and execute expansion opportunities: - More call volume - More products (inbound, outbound, QA, etc.) - More locations - Monitor account health using data (usage, bookings) - Run onboarding and ensure fast time-to-value - Work closely with product + engineering to improve outcomes Qualifications - Analytical: You’re comfortable with data and metrics - Operator mindset: You don’t wait for instructions — you figure things out - AI-native: You use tools like Claude to move faster and automate work - Revenue-oriented: You understand your job is to grow accounts, not just support them - Customer-focused (but not soft): You care about customer outcomes — revenue, bookings, efficiency Requirements - You can quickly understand what’s working vs not - You think in workflows and outcomes, not tasks - You look for leverage in everything you do - You’re comfortable identifying and pushing upsells - You’re willing to push customers to change how they operate Benefits - Your accounts expand consistently - High product adoption and usage across customers - Low churn, high NDR - Customers see clear ROI from Broccoli - You manage more accounts over time without losing quality (through systems + AI)

Role Description The DCX Client Services - Home-Based Client Experience Manager will work as a full-time employee for a growing business based in the United States. You will get a chance to learn new skills as well as demonstrate skills you've learned in the past. You will be responsible for closely following the instructions and processes outlined by our client. The daily tasks will vary, so it will be necessary to be very flexible in this position. Other necessary characteristics of the job include: - Strong attention to detail - Ability to work well with co-workers - Desire to learn new work skills Qualifications - 5+ years of experience in a Customer Service, Contact Center, or Customer Experience leadership role - Associate or Bachelor’s degree in Business, Communications, or related field - Demonstrated success managing teams of 20+ employees in a fast-paced, multi-channel support environment - Proficient with CRM, ERP, and ticketing systems - Exceptional written and verbal communication; able to inspire, coach, and drive accountability - Strong understanding of KPIs, performance analytics, and workflow optimization - Skilled at making informed, time-sensitive operational decisions - Experience leading offshore or remote customer support teams - Familiarity with brand experience philosophy and promotional product industry standards - Demonstrated success implementing process automation or CX technology improvements Requirements - Strong communication skills and a passion for customer service - Strong desire to go above and beyond to ensure client satisfaction - Ability to professionally communicate via phone, email, and in person - Ability to determine urgency in required situations and act accordingly - Willing to learn new skills Benefits - Salary Range: Php 70,000 - Php 75,000 - Industry: Promotional Products - Job Type: Full-time - Work Shift: 8:00 AM - 5:00 PM CST (USA) - Workdays: Monday through Friday (USA) - Industry-leading salary packages - Permanent work-from-home setup - Government mandated benefits - Company equipment provided - Internet stipends upon regularization - HMO Coverage - PTO credits and service incentive leaves - Major spring and winter company live events - Monthly employee appreciation virtual events - Company-provided career skills training courses - A company culture focused on your personal and professional growth