• Gestionar el proyecto de implementación de extremo a extremo. • Coordinar con equipos multidisciplinarios para asegurar el cumplimiento del alcance, los plazos y los estándares de calidad. • Trabajar en conjunto con el Delivery Technical Manager para la ejecución técnica del proyecto. • Gestionar el alcance contractual: leer, interpretar y defender los límites del contrato frente al cliente y frente a los equipos internos. • Establecer planes de comunicación efectivos para cada proyecto y asegurar su ejecución. • Elaborar informes de estado y gestionar solicitudes de cambio, comunicando impactos en cronograma y presupuesto. • Obtener la aceptación del cliente según los términos contractuales. • Conducir la evaluación final del proyecto identificando oportunidades de mejora en el proceso, la documentación y los materiales de capacitación, y escalarlas a las áreas correspondientes. • Ser el referente estratégico del cliente más allá del go-live, construyendo una relación de confianza con los stakeholders clave de la cuenta. • Desarrollar y mantener planes de éxito por cuenta, alineando los objetivos del cliente con los hitos de adopción y valor del producto. • Impulsar la adopción del producto conectando las funcionalidades con los objetivos de negocio del cliente. • Monitorear proactivamente la salud de la cuenta y actuar antes de que los problemas escalen. • Conducir revisiones periódicas con el cliente para evaluar el valor generado, el estado de la cuenta y los próximos pasos. • Ser la voz del cliente hacia adentro: trasladar feedback a Producto, Soporte y Comercial para mejorar la experiencia y el roadmap. • Identificar señales de upsell y cross-sell dentro de la cartera asignada, a partir del conocimiento profundo del cliente y su uso del producto. • Escalar estas oportunidades al equipo comercial para su desarrollo.

Role Description At PracticeTek, you’ll get to: - Shape the future of healthcare with technology solutions that are always evolving to meet real-world needs. - Team up with passionate, talented people who care deeply about patients, providers, and making a difference. - See your impact firsthand by helping practices deliver care that’s simpler, smarter, and better for everyone. - Grow your career and your skills in an environment that celebrates curiosity, collaboration, and continuous development. For REMOTE roles, use this verbiage: We’re excited to consider remote candidates for this role! That said, if you’re based in Las Vegas, NV; Green Bay, WI; or San Diego, CA, you’ll enjoy a dynamic hybrid setup, spending three days each week collaborating in the office and the rest working from wherever you’re most productive. Qualifications - 4+ years of experience in customer support, with at least 1–2 years in a leadership or management role, preferably in a SaaS environment. - Proven ability to lead, coach, and develop support teams in a fast-paced, high-growth environment. - Strong understanding of support tools (e.g., Zendesk, Intercom) and ticketing workflows. - Data-driven mindset with experience using metrics to improve team performance and customer outcomes. - Excellent communication and problem-solving skills, with a focus on delivering a high-quality customer experience. - Commitment to building inclusive teams and maintaining compliance with company policies and applicable regulations. Requirements - Lead and develop a high-performing customer support team, ensuring consistent delivery of exceptional service and a seamless customer experience. - Establish and optimize support processes that improve response times, resolution quality, and overall customer satisfaction. - Partner cross-functionally with Product, Engineering, and Customer Success to resolve issues, escalate trends, and improve the customer journey. - Monitor support metrics and team performance, proactively identifying opportunities to improve efficiency, quality, and scalability. - Build a customer-centric culture that prioritizes clear communication, accountability, and continuous improvement. Benefits - Comprehensive health, dental, and vision coverage options. - Wellness benefits that support lifestyle, behavioral health, and overall wellbeing. - Flexible paid time off, sick time, and 10 company-paid holidays. - 401(k) plan with company match to help you build your future. - Culture Committee driving initiatives that spark connection, fun, and belonging. - A workplace powered by innovation, collaboration, and energy every day. Company Description PracticeTek is one of the largest retail-healthcare tech providers in North America, offering everything a practitioner would need, from pre-encounter workflows to practice management, analytics, digital intake forms, marketing tools, EHRs, and payment systems, for a whopping 40,000+ clinics worldwide. Over the years, we’ve brought together the best-in-class platforms that serve the Chiropractic, Wellbeing, Vision and Dental providers and their patients; and we are united by one mission, to revolutionize retail healthcare practices effortlessly. We believe in showing up with consistent care, staying always ahead, keeping our approach market-in, making every experience feel effortless, owning it openly, and striving to do right in every decision.

• Serve as the key point of contact and customer success manager for assigned airline clients and vendor couriers within the Bags, Inc. logistics line of business • Develop and maintain strong, positive relationships with client representatives, proactively anticipating their needs and building long-term trust • Lead the creation and presentation of quarterly business reviews (QBRs) and other regular performance reports to airline clients, translating complex data sets into actionable insights • Oversee the day-to-day operations of vendor couriers, ensuring adherence to rigorous performance standards and service level agreements (SLAs) • Communicate effectively with employees and clients to ensure fulfillment of performance requirements • Seek and implement opportunities to leverage AI and other technologies to streamline workflows, improve operational costs, and enhance the customer experience, such as improving ETA delivery windows • Partner with Product and Engineering teams to advocate for operational efficiencies and client-requested features • Navigate complex escalations from high-value clients while handling multiple priorities simultaneously

• Manage, coach, and develop a small team of Customer Success professionals while remaining actively involved with customers. • Lead by example through hands-on customer engagement and operational excellence. • Establish clear performance expectations, KPIs, and accountability measures. • Conduct regular one-on-ones, performance reviews, and career development conversations. • Create a culture of customer obsession, accountability, collaboration, and continuous improvement. • Mentor junior Customer Success team members and help them develop stronger customer management, communication, and problem-solving skills. • Ensure appropriate customer coverage across accounts and time zones. • Own customer retention, customer health, and customer satisfaction metrics. • Develop and execute customer success strategies that improve onboarding, adoption, retention, and expansion. • Act as an escalation point for complex customer situations. • Monitor customer health indicators and proactively address risk. • Drive successful onboarding experiences and long-term customer outcomes. • Identify opportunities for account growth and partner with Sales on expansion opportunities. • Build and improve Customer Success processes, workflows, documentation, and playbooks. • Ensure customer data, account information, and customer health tracking remain accurate and actionable. • Develop reporting and dashboards to measure team performance and customer outcomes.