• Du überwachst und analysierst kontinuierlich die Servicequalität (u.a. durch Side-by-Side-Coachings, Silent Monitoring und Ticket-Audits) – sowohl für das Inhouse-Team als auch für das externe Team im Kosovo. • Du bist der primäre Ansprechpartner für das Telefonteam im Ausland, hast die dortigen KPIs stets im Blick (z. B. Erreichbarkeit, Bearbeitungszeit, Kundenzufriedenheit) und stellst sicher, dass unsere Qualitätsstandards und -ziele eingehalten werden. • Du konzipierst und leitest Trainings für das Inhouse-Team bei der Einführung neuer Produkte, Tools oder Prozesse und stellst sicher, dass das Wissen auch an das Telefonteam optimal weitergegeben wird. • Du identifizierst Schwachstellen in den aktuellen Workflows, erarbeitest in enger Absprache mit dem Head of CSM neue Prozesse und optimierst bestehende Abläufe für eine effizientere Customer Journey. • Du pflegst und erweiterst unsere interne Wissensdatenbank (Knowledge Base), damit beide Teams jederzeit Zugriff auf alle aktuellen Informationen haben. • Du erstellst regelmäßige Qualitäts- und Performance-Reports und leitest daraus konkrete Handlungsempfehlungen für den Head of CSM ab.

• Initiate outbound calls to prospective and existing customers, typically on leads generated from manufacturer partners, Almo E4 events or other conferences, from direct end-user or ALMO reseller inquiries, as well as ALMO-initiated campaigns/promotions. • Articulate ALMOs value proposition and offerings and overcome objections from prospects. • Utilize email to transmit and receive information for account set-up, to create meeting invitations, and other communications. • Participate in video meetings and trainings. • Obtain information from customer/prospect, maintain activities in SalesForce and/or other CRM system to demonstrate successful progress of engagement pipeline and metrics. • Build strong rapport with customers by phone and email to understand their objectives and initiate engagement towards development of long-lasting relationships.

• The Success Manager plays a pivotal role to assure a meaningful experience for our customers as they strive to solve big problems using HealthStream products and solutions. • By proactively engaging with customers in purposeful dialogue, the Success Manager helps to ensure optimal adoption of solutions in alignment with the customers organizational goals. • You will be responsible for adhering to all HealthStream security policies, procedures, and assigned training. • Develops and maintains an ongoing consultative relationship with the customer through regular engagement with key stakeholders to review satisfaction and utilization of products/solutions, share best practices, determine progress to organizational goals, and identify ongoing customer needs. • Solicits regular customer feedback and communicates responses accordingly to HealthStream internal stakeholders, including sales, product management, training, onboarding, and operations. • Utilizes data to analyze product utilization and adoption. • Proactively intervenes where opportunities exist to improve utilization/adoption and ensure ongoing customer retention and growth. • Maintains Salesforce case documentation of customer engagement activities to ensure service continuity. • Collaborates with sales, product management, onboarding/implementations, customer service, and other success management team members to ensure seamless interactions with our customers. • Collaborates with product managers/owners of assigned solutions to ensure ongoing understanding of product design and metrics for customer success. • Collaborates with implementations teams to develop onboarding plans for assigned products. • Collaborates with sales and other Success Managers on account renewal strategy. • Provides advisory support in pre-sales discussions to articulate the role of the Success Manager in supporting the customer. • Collaborates with product, development, and content teams to develop customer facing materials for assigned products. • Utilizes the community to support customer self-service by maintaining up-to-date product guides and templates, advertising webinar topics, and encouraging and engaging in discussions with and between customers. • Collaborates with members of the HealthStream Community team to ensure customer resources on the community are effectively addressing their needs for self-service. • Leads strategies to increase assigned product adoption on both a one-to-many and one-to-one basis with our customers. • Identifies and nurtures referenceable accounts and assists to capture the customers success story and ROI. • Collaborates with onboarding teams to develop onboarding plans for assigned products.

• Build and execute detailed project plans from kick-off through hyper-care. • Lead implementation workshops, understand customer business goals, and control scope, schedule, and risk to minimize Time-to-Value. • Coordinate integrations with email, SSO, Pactum API, and customer P2P/ERP systems. • Guide customers to apply best-practice playbooks as the subject matter expert on Pactum products. • Design and run training sessions, identify internal champions, and run structured discovery to understand resistance points. • Design engagement strategies that reach buyers where they are. • Track savings, efficiency, and engagement metrics; translate usage data into business impact narratives; and co-lead QBRs with Account Management so executive stakeholders clearly see progress. • Monitor health signals proactively. Flag risks before they escalate, surface expansion opportunities, and execute a structured transition of insights to the Account Management team. Capture lessons learned and feed product insights back to Engineering.