• entrusted with a client book of business including some or all defined contribution (401k), defined benefit (pension), health/welfare administration, and other related products and services • Primary contact for the client and works in a team structure which is collectively responsible for leading, educating, resolving client issues, establishing relationships and meeting the needs of Plan Sponsors and other Employee Benefits leader contacts • Focuses on understanding and responding to client needs • In this position you assume a consultative role to acquire a clear understanding of the business need and the client’s perception of relevant issues • Ensure client happiness by seeking feedback and anticipate issues and/or concerns to proactively provide solutions

• Responsible for being the lead point of contact for cash customer account management matters • Build and maintain strong, long-lasting client relationships • Develop trusted advisor relationships with key account(s), customer stakeholders and LOB • Oversee onboarding of new terminals • Monitor processor / logo set-up • Monitor transmission of orders to Brink’s • Support for last minute orders • Communicate as liaison between internal (recon + finance) teams • Monthly true-up payment, tracking stolen cash • Champion for solution improvements • Automate orders for FCTI / Customer • Run analysis for cash management improvements • Forecasting Armor management • Conduct monthly reviews of service quality

• Own quarterly referral targets for your accounts and take initiative to course-correct when metrics trend unfavorably • Design and execute growth strategies account by account: identify the barriers suppressing volume, implement solutions, and measure the referral impact of every play you run • Work directly with User Buyers and Detailed Buyers (branch managers, Directors of Nursing, patient care coordinators, and nursing coordinators) to make Float the preferred home infusion partner, optimize referral workflows, and drive utilization of the Float Pharmacy Portal • Develop Float Champions inside each account who advocate for Float internally and pull volume toward us • Onboard GTAs to drive fast time-to-value: first referrals within 30 days of launching a new geo • Analyze patterns across your portfolio to identify root causes affecting multiple branches, then turn winning plays into repeatable success motions applied across accounts • Measure and understand the health of each account in depth: staffing rate, active SP Operators, Portal referral share, patient churn, and partnership maturity progression • Maintain accurate and current account records in our CRM (HubSpot) so portfolio health, referral trends, and relationship history are always visible to you and to leadership • Build and maintain trusted relationships with specialty pharmacy User Buyers across your portfolio • Run the Partnership Experience Meeting (PEM) cadence: performance review, growth opportunities, product updates, and strategic alignment, with every PEM oriented toward expansion • Maintain comprehensive Partnership Profiles with clear goals, growth initiatives, health metrics, and relationship maps • Run the Partnership Kick-off Meetings cadence for all GTAs • Travel to meet pharmacy partners for in-person meetings, problem discovery, demos, user feedback sessions, and relationship-building activities

• Manage the account portfolio: make inbound and outbound calls and follow up via email to identify causes of late payment, resolve billing disputes, and collect unpaid invoices to reduce the monthly delinquency rate. • Collaborate to achieve results: maintain a close working partnership with internal teams to resolve customer service issues and escalate complex cases to management when necessary. • Ensure administrative compliance: uphold strict adherence to Iron Mountain policies and procedures by accurately and thoroughly recording all call notes and collection activities in the Oracle system.