• Own a portfolio of strategic accounts and deliver measurable outcomes that drive customer ROI. • Lead consultative onboarding and successful program implementations, ensuring executive alignment and using established playbooks and processes. • Drive revenue growth across your portfolio through increased adoption, program optimization, and successful renewals. • Monitor engagement, program performance, and usage trends to ensure customers are realizing value from their program. • Identify and drive opportunities to expand Cardata's programs within existing accounts based on customer goals, usage insights, and organizational changes. • Build trusted relationships with key stakeholders including executives, program administrators, HR leaders, and finance partners. • Lead executive business reviews and QBRs that showcase data-backed value and growth opportunities. • Create and deliver engagement strategies that deepen adoption, sustain long-term value, and strengthen customer loyalty. • Drive end-to-end renewal cycles, negotiating terms and securing multi-year commitments where possible. • Monitor customer health indicators and identify early signs of risk or disengagement.

• Create and manage automated communication workflows via email, SMS, WhatsApp, push notifications and other channels; • Create briefs for CRM communications, taking into account channel performance, the brand calendar and requested deadlines; • Focus on the performance of each channel and on the department’s goals, ensuring efficient delivery and continuous growth of CRM KPIs; • Analyze and report on CRM campaign performance, adjusting strategies according to the calendar and needs; • Conduct A/B tests to optimize customer conversion rates; • Turn data into actionable insights, always putting the customer first; • Keep up to date with CRM best practices and digital marketing trends, as well as the best practices and guidelines of major email providers; • Plan and create segmentations for CRM communications and daily sends; • Coordinate and collaborate with teams to ensure CRM campaigns are aligned with the brand; • Produce regular reports on CRM performance and customer insights for the management team; • Identify new segmentation opportunities and propose improvements using dashboards and business tools.

• Manage a portfolio of high-value and high-potential customer accounts. • Own renewals and develop proactive renewal strategies. • Identify and drive expansion opportunities across your assigned accounts. • Conduct regular business reviews and success planning sessions. • Monitor customer health and proactively mitigate churn risk. • Partner with Product, Support, Sales, and Implementation to deliver an exceptional customer experience. • Maintain accurate customer data and account plans using CRM and customer success tools. • Use AI and analytics to identify trends, prioritize work, and improve customer outcomes.

• Help design, execute and continuously improve playbook-driven customer interactions across the scale segment: new customer/onboarding, health checks, renewals, proactive outreach • Own specific motions or programs within the model, from design through execution and measurement • Exercise judgment on edge cases, distinguishing between situations that fit the playbook, situations that need a creative solution, and situations that require escalation • Design and lead one-to-many customer engagements: webinars, digital campaigns, scaled communications • Identify patterns in customer interactions and translate them into process improvements that make the scale function stronger • Maintain technical credibility in every interaction, speaking knowledgeably about Expel's service, security operations, and common integration patterns • Provide coaching and guidance to associate-level team members on process execution and customer handling • Contribute to the design of the scale operating model itself: systems requirements, automation workflows, measurement frameworks