Role Description The Client Success Analyst is responsible for overseeing a portfolio of applications working in conjunction with Client contacts towards the goal of establishing outstanding client service that drives quality. This position reports to the Client Success Manager. - Acts as a Subject Matter Expert (SME) for product, feature, and application standards. - Acts as the primary client contact for complex and challenging production applications with a focus on account and relationship management. - Leads and supports client-facing calls and meetings, including preparation and follow-up action items. - Defines and maintains process documentation along with the guidance of management. - Accountable for understanding and managing both short-term and long-term client priorities, inquiries, and requests. - Handles small to moderate application inquiries and investigations related to business data issues and provides feedback to clients on root cause analysis. - Triages client inquiries, requests, and issues. - Coordinates strategic team towards a goal of delivering client solutions and reconciling client application issues. - Responsible for coordination and delivery of responses and communications to clients related to requests and/or concerns. - Input to client-facing scorecards and other external reporting deliverables. - Input to internal-facing scorecards and other internal reporting deliverables. - Collaborate with other internal functional areas in support of client deliverables. - Other duties as assigned. Qualifications - BA/BS degree in Communications, Business Management, Technology or in a related field or equivalent experience. - 5+ years of experience in a client/customer facing and leadership role. - Exemplary client service delivery approach. - Ability to resolve problems, identify service delivery trends, and potential system improvements. - Talent for dynamically prioritizing and adjusting to change and/or business growth with a client-focused orientation. - Strong background in a leadership capacity. - Strong competency with MS Office applications such as Word, Excel, PowerPoint, and similar tools. - Exceptional experience in gathering and interpreting customer experience information. - Experience in industry standard querying tools (SQL) preferred. - Previous experience working for or with healthcare payers preferred. Personal Attributes - Driven with strong leadership skills and ability to interpret and explain complex problems and situations. - Holds self and others to exemplary standards through personal and professional accountability. - Exudes a collaborative style with internal teams and external clients. - Strong interpersonal skills to interface effectively with clients and teams. - Enthusiastic and proactive problem-solving mindset with the ability to operate effectively under time constraints and other pressures. - Functions well in a fast-paced environment. - Exceptional oral and written communication skills, including the ability to interface professionally with both internal and external constituencies. - Excellent organizational and time management skills with an ability to delegate tasks and responsibilities. - Enjoys working in a matrixed, team-based culture in support of client deliverables. - Aptitude to quickly learn and multi-task. - Outstanding telephone and email etiquette with excellent oral and written communication skills. Physical Demands - Must be able to operate a computer and other office products (i.e., a computer printer). - Must be able to frequently communicate via varied communication apps and methods.

• Provide friendly, accurate, and timely service to Customers (members/patients, providers, and other stakeholders) through inbound and outbound interactions via phone, email, chat, SMS, video calls, co-browser sessions, and other communication channels. • Actively listen to understand Customers’ needs and concerns and demonstrate empathy and patience. • Help Customers navigate internal processes and available resources to achieve their desired results. • Build rapport and establish trust with Customers to create a positive, personalized experience. • Go above and beyond to exceed Customer expectations and leave a lasting positive impression. • Protect Customers’ privacy, dignity, and Personal Health Information (PHI) at all times and comply with HIPAA and all applicable laws and regulations. • Backup and support other departments (i.e., Claims, UM, Intake, Quality, Care Management, Patient Engagement) and perform a variety of other duties as assigned. • Issue Resolution and Problem Solving: Answer inquiries regarding benefits, claims, eligibility, provider networks, prior authorizations, preventative health promotion, and other healthcare-related topics. • Research and resolve complex issues, collaborating with other departments as needed (e.g., Claims, Provider Relations, Utilization Management, Intake, Care Management, Quality, etc.). • Take ownership of Customer issues, following through to ensure complete resolution and satisfaction. • Proactively identify and escalate recurring issues or trends to management. • Document all interactions and resolutions accurately and thoroughly in the appropriate systems. • Healthcare Consumer Education: Educate Customers on plan benefits, policies, and procedures. • Clearly and concisely explain complex healthcare information in a way that is easy to understand. • Encourage the use of our self-service portal and effectively teach Customers how to navigate and use our portal and other available resources. • Empower Customers with the knowledge they need to make informed decisions about their health and benefits. • Outbound Outreach and Program Enrollment: Conduct outbound enrollment outreach, inviting eligible members/patients to join Guidehealth’s care management and care coordination programs. • Conduct outbound clinical quality and wellness outreach, including medication refill reminders, blood pressure check-ins, preventive care reminders, gap-in-care closure, and general wellness check-ins. • Handle inbound calls from prospective enrollees inquiring about Guidehealth’s care management programs, qualifying interest and guiding them through next steps. • Clearly articulate the value, features, and benefits of our programs in plain, customer-centered language, helping Customers understand how participation supports their health goals. • Apply consultative listening and persuasion skills to address hesitation, answer questions, and overcome common objections with empathy, patience, and respect for the Customer’s decision. • Follow approved scripts, talking points, and call flows while adapting tone and pacing to each individual member. • Recognize and appropriately escalate clinical and behavioral health concerns, as well as urgent member needs, identified during Customer interactions. • Comply with all applicable outbound calling regulations and policies, including TCPA, state do-not-call rules, and Guidehealth scripting and disclosure standards. (Note: Customer Guides do not close sales transactions or collect payments; the focus is enrollment, education, and customer engagement.) • Compliance and Quality: Actively seek and accept coaching, feedback, and opportunities for professional development from peers, Customer Guide Coaches, Trainers, and Managers. • Adhere to all company policies, procedures, and regulatory requirements (e.g., HIPAA).

• Deliver engaging client training sessions to drive product adoption and proficiency • Build strong relationships through proactive outreach and ongoing support • Partner with clients during renewal cycles to strengthen relationships and identify growth opportunities • Respond to client requests and troubleshoot data, platform, and reporting questions • Support onboarding and business development with data requests and new client setup • Collaborate cross-functionally to ensure a seamless client experience

• You will onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. • You will provide resources to your customers, including success plans, customer-specific training sessions and organize regular check in calls. • You will engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement. • Advocate for the customer; Provide updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities. • You will translate your customer’s requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. • You will monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected. • Willingness to travel 20% of time within the city and to other cities within India.