• Educate customers on the capabilities Brightidea platform • Script & record standardized training videos • Implement complex configurations for customers • Consult with customers on BI config best practices • Create new client systems and templates as needed • Provide support coverage as needed • Support Services team strategic projects • Create, manage, and own the project documentation, scope and schedule • Identify, articulate and nurture opportunities at the intersection of consumer need, technical feasibility, and business viability. • Assist the customer in establishing tangible metrics around maturing the innovation capability across the organization. • Determine opportunities for collaboration with product teams’ innovation initiatives. • Lead the execution of innovation events intended to engage the employee population and develop ideas that can be explored for value. • Facilitating both face-to-face and virtual client learning, planning and working sessions • Developing content-driven assets like decks, documents, spreadsheets, etc. • Advise customers on HTML/CSS, JS, SQL, BI APIs, etc

• Use independent judgement and discretion to implement AbsenceResources accounts that are newly transitioned from the sales team • Establish and build strong working relationships between ComPsych team members and AbsenceResources team members • Act as the direct liaison between Human Resources professionals and AbsenceResources during the implementation process • Demonstrate a thorough understanding of the assigned accounts' absence policies and related benefits • Conduct external training to provide information and guidance on leave of absence compliance to the customer during the implementation process • Develop a business and communication plan with Human Resources professionals to successfully promote AbsenceResources services • Investigate and resolve account concerns during the implementation process in order to maintain a smooth transition into AbsenceResources services • Perform other duties as assigned

• Hire, lead, and develop a high-performing CES Ops team through clear vision, goals, operating cadence, and standards for excellence • Develop learning programs that keep this organization on the cutting edge of our field – from AI adoption, technical proficiency, industry knowledge and professional skill development • Own technical documentation and knowledge programs internally and externally using data from front-line teams, tickets and customer interactions to improve content and deflection • Align with GTM, Product and Product Marketing on product launch strategies, readiness criteria, enablement plans, • Lead a “Voice of Customer” program using insights from all CES teams and customer feedback to drive technical improvements in our product areas and increase product adoption • Guide our CES Ops Engineering team to improve efficiency of the CES team using AI, closing workflow gaps, prioritizing tooling and self-service in partnership with CGX, Product Areas and others • Define and track core CES Ops metrics (e.g., time to technical proficiency, enablement quality, team confidence, adoption, support efficiency) with an operating cadence that drives continuous improvement • Own the project management (from vendor selection, compliance, project plan, rollout, adoption, measurement, etc.) of new tooling and experiments • Partner on org design and development for CES including role clarity, in-person connection, career paths, and talent programs that support a high-performing, inclusive, and scalable organization

• Serve as the main point of contact during a customer’s implementation process • Deliver top tier customer service and support across all product areas • Assist in training customers to ensure the successful beginning of a new customer journey • Coordinate deliverables with various internal departments • Communicate thoughtful, customized solutions that help customers move forward and grow their business • Learn all about the Shopmonkey product suite and automotive industry