• Navigate and resolve challenges within accounts to ensure customer needs are met with effective, tailored solutions • Build a strategic territory plan by aligning shared priorities and applying insights and tactics that drive product demand and support better patient outcomes • Partner proactively with territory teammates, field teams, and home-office colleagues to address customer needs and deliver access support • Facilitate planning sessions with key stakeholders to solve complex challenges and collaborate across functions to meet customer needs with urgency • Deliver real-time access support and work closely with Patient Specialty Services (PSS) to ensure seamless customer experience

• Navigate and resolve challenges within accounts to ensure customer needs are met with effective, tailored solutions. • Build a strategic territory plan by aligning shared priorities and applying insights and tactics that drive product demand and support better patient outcomes. • Partner proactively with territory teammates, field teams, and home-office colleagues to address customer needs and deliver access support. • Apply deep knowledge of the market, competitive landscape, and cross-functional dynamics to anticipate opportunities and respond to challenges with agility. • Use territory data and market trends to uncover local insights, support pull-through efforts, and lead impactful customer engagements – virtually or in person. • Facilitate planning sessions with key stakeholders to solve complex challenges and collaborate across functions to meet customer needs with urgency. • Deliver real-time access support and work closely with Patient Specialty Services (PSS) to ensure seamless customer experience.

• 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