• Manage a varied customer list (mid-market, enterprise or strategic accounts) - emphasis on enterprise accounts. • Execute on the customer success framework to make customers successful. • Retain and grow seat and site opportunities in your assigned portfolio. • Deliver a consistent and delightful customer journey. • Improve repeatable, predictable outcomes and experiences for Fiix's customer base. • Identify customer needs and collaborate with marketing, services, support and product teams.

• Serve as the primary point of contact for a portfolio of customers for all account needs. • Advocate for and assist customers in leveraging modern tools, including AI-powered solutions, to optimize their benefit administration processes and reporting needs. • Increase value and drive revenue from existing Lively employers by cross selling other Lively products to those who we already have existing relationships. • Onboard and implement new employer customers to Lively from sign up to funding of accounts. • Build and maintain relationships with customers’ third-party vendors, benefits consultants, and brokers. • Facilitate recurring meetings with customers and brokers as requested. • Educate customers on Lively configuration options for benefit enrollment, payroll, and reporting. • Provide client administrators with ongoing enrollment and contribution processing support. • Respond to all employer inquiries within 1-2 business days at all times. • Work cross-functionally to support resolution of customer needs and proactively identify trends across customers to inform Lively product and operations teams. • Create bug reports in Jira for reproducible product issues. • Facilitate bulk asset transfers from third-party HSA providers to Lively.

• Manage a portfolio of clients, taking ownership of customer retention, adoption, and engagement, ensuring their ongoing success with our product. • Develop strong client relationships as a trusted advisor, leveraging your product expertise and providing the necessary tools and guidance to maximize their use of our product and adopt best practices. • Cultivate relationships with key stakeholders at both operational and strategic levels, understanding their business objectives and aligning our application offering to meet their needs. • Proactively handle a diverse range of customer-related projects, initiatives, and tasks, ensuring customer satisfaction and delivering value. • Educate customers on our product, upcoming roadmap items, and new releases, keeping them informed and excited about the possibilities.

• Collaborate with clients and internal stakeholders to gather and document business requirements for CRM solutions • Design, configure, and customize Dynamics 365 CE/CRM to meet client needs, with a focus on Sales, Customer Service, and Marketing modules • Develop comprehensive CRM documentation, including functional and technical specifications, user manuals, and training materials • Provide training and support to clients' end-users, ensuring a smooth transition to the new CRM system • Conduct quality assurance testing to validate system functionality and ensure it aligns with client requirements • Assist in data migration and integration efforts as needed • Stay current with the latest CRM and Microsoft technologies and share your knowledge with the team • Troubleshoot and resolve issues related to the CRM system, maintaining excellent communication with clients throughout