• Respond to inbound client inquiries via phone, email, and live chat in a professional and timely manner • Provide accurate guidance on account services, including self-directed IRAs, Checkbook LLCs and Trusts, and cryptocurrency (as applicable) • Assist clients with transactions throughout the IRA account lifecycle • Troubleshoot and resolve client issues, escalating complex matters to the appropriate internal teams • Maintain up-to-date knowledge of company products, account types, and investment options • Accurately document all client interactions and updates in the CRM system • Monitor assigned queues to meet established service level expectations • Support routine account maintenance, technical questions, and general client needs • Stay current on industry regulations and compliance requirements related to self-directed IRAs • Collaborate with cross-functional teams to ensure a seamless client experience • Participate in team meetings, 1:1s, reviews, and ongoing training • Contribute to team success by supporting additional tasks as needed

• Pre-Sale Collateral: Lead the development of CTV-specific sales marketing decks, pitches, and custom proposals. • Omnichannel Planning: Provide strategic planning and marketing support for display, mobile, and video ad sales to ensure holistic client solutions. • Research & Case Studies: Conduct deep-dive industry research and mine historical data to build compelling success stories and "proof of concept" case studies. • AI & Innovation: Stay at the forefront of AI advertising trends, helping the sales team translate these opportunities into actionable client offerings. • Complex Forecasting: Utilize DMPs and internal tools to forecast inventory, calculate GRPs, and evaluate ROI for prospective clients. • Campaign Lifecycle Management: Oversee the full lifecycle of digital media campaigns, including display, OTT, pre-roll video, and custom sponsorships. • Technical Onboarding: Lead the launch process for complex campaigns, ensuring trafficking accuracy across all inventory partners. • Strategic Optimization: Proactively manage accounts by monitoring daily delivery metrics and performance data to provide optimization recommendations. • High-Level Reporting: Prepare robust weekly/monthly wrap-up reports and Quarterly Business Reviews (QBRs) focusing on KPIs and future strategic guidance. • Revenue Growth: Assist Sales with upselling new or existing products and securing incremental budgets and renewals. • Cross-Functional Liaison: Act as the primary liaison between internal teams (Ad Ops, Publisher Development) and clients to solve problems and troubleshoot technical issues.

• Oversee the organizational structure and service model ensuring consistency, efficiency, and alignment with business goals • Own enterprise level client satisfaction outcomes, including NPS, survey feedback, team performance, and overall experience quality • Ensure accurate and timely execution of core 401(k) plan operations, including compliance testing, 5500 filings, year end readiness, and participant processes • Lead major transformation efforts to improve scalability and client experience • Coach and develop leaders and high potential associates; build clear career paths and training programs • Manage key performance indicators (KPIs) across service delivery

• Own end-to-end customer outcomes across the post-sale lifecycle, from implementation to renewal and expansion • Ensure customers achieve predictable time-to-value, strong adoption, platform stability, and long-term success • Serve as the executive escalation point for critical customer issues and relationships • Lead and develop senior leaders across Implementations, Support & Integrations, Customer Success • Build a high-performing leadership bench and foster a culture of accountability, ownership, and continuous improvement • Partner with Product, Enablement, and Engineering to ensure services readiness for all product releases • Define and own services KPIs and OKRs, ensuring progress is visible and measurable