• Customer Onboarding: Lead onboarding calls for new SMB customers, gather and validate required documentation and data, coordinate internal implementation tickets, and ensure customers are successfully launched on the platform. • Customer Engagement: Serve as the primary point of contact for SMB customers throughout their lifecycle, addressing questions, providing guidance, and ensuring a positive customer experience. • Training & Enablement: Host customer training sessions as needed to drive product adoption, user engagement, and customer success. • Renewal & Growth: Help drive customer renewals and expansion opportunities. • Reporting & Analysis: Deliver regular impact reports and dashboards to customers, highlighting program performance, value, and return on investment. • Lifecycle Coordination: Manage ongoing customer requests and account activities post-onboarding, ensuring processes are executed accurately and in accordance with company standards. • Account Health Management: Monitor customer accounts for adoption trends, satisfaction, and retention risks, proactively developing strategies to improve customer outcomes. • Process Optimization: Continuously evaluate and improve customer lifecycle processes to drive operational efficiency and enhance the overall customer experience.

• Manage transactional and programmatic custom orders, projects, and warehouse replenishment • Provide primary customer and sales support through various contact methods • Professionally intake, analyze, and resolve issues through execution of corrective action • Plan and prioritize a high volume of tasks to meet customer-driven deadlines • Provide timely communication and follow-up to external and internal customers throughout the order lifecycle • Accurately collect and communicate custom print order specifications • Collaborate with team, Sales organization, and customers to ensure effective program management • Leverage analysis of various reports to identify opportunities and present recommendations to improve sales and operational efficiencies • Maintain a high level of understanding of print database and systems knowledge • Maintain a customer-branded website and facilitate requests for new program item adds and changes • Organize and maintain up-to-date files, reports, and records • Drive retention and sales through customer interaction • Maintain effective follow-through in-line with standard operating procedures • Identify opportunities for process improvements and assist in strategy development • Create customer-facing program documentation as required • Assess engagement with vendors/suppliers for the best interests of the company and customers

• Establishes and maintains great working relationships with assigned business accounts • Serves as the main day-to-day contact between program administrators or relationship managers • Answers, researches, and resolves operational problems experienced by the customer utilizing the Consultative Account Management approach with every client interaction • Focuses on being a strategic resource by assisting with delinquency management, client systems and program implementations • Promotes standards with clients and processes by exiting paper reports or other non-efficient program management techniques and facilitating the adoption of electronic and web-based solutions • Lifts quality through identifying and reporting issues and maintaining an accurate accounting of assigned portfolio specifics • Maintains high service satisfaction by following up on client inquiries, providing training, and providing updates • Coordinates and interacts with internal teams and individuals to ensure high levels of service delivery • Extremely high client facing position where duties involving customer contact performed primarily through telephone or email communication methods