• Actively manage the inbound inquiry queue across phone, email, web forms, and referral channels, ensuring timely first contact with all new families. • Conduct prompt outbound outreach to qualified inquiries to confirm interest, screen for service fit, and guide families into the intake process. • Apply consistent qualification criteria to determine readiness, eligibility, and next steps for each inquiry. • Convert qualified leads into active intakes by clearly articulating service value, setting expectations, and removing barriers to engagement. • Monitor inbound queue health, aging, and follow-up cadence to minimize lead leakage and response delays. • Escalate high priority or time sensitive leads as needed to ensure timely processing. • Collect and validate preliminary information required to initiate intake (demographics, referral source, presenting need, insurance basics). • Ensure accurate and complete system entry before handoff to Intake Coordinators. • Provide warm, structured handoffs to Intake Coordinators, including clear documentation of client status, urgency, and outstanding needs. • Support Intake Coordinators by maintaining clean pipelines and ensuring only qualified families enter full intake workflows. • Maintain high data accuracy across CRM and electronic health records (EHRs). • Track outreach attempts, contact outcomes, conversion status, referral sources, and reasons for non conversion. • Identify patterns in lead drop off, disqualification, or delays and surface insights to the Director of Client Engagement. • Adhere to defined service-level expectations for response time, documentation, and follow-up.

• Queue Management: Act as the first point of contact for all incoming customer inquiries (calls, emails, etc.), ensuring rapid response times. • Triage & Escalate: Assess customer needs and accurately route complex technical or account-level issues to the appropriate CSM or Technical Support specialist. • Simple Support: Resolve "Tier 1" issues, including password resets, basic product navigation questions, and billing inquiries. • Data Integrity: Maintain clean and accurate customer records in our CRM, logging substantive notes and updating contact information. • Product Knowledge: Quickly become an expert in Pearl’s provider-focused product offerings to help educate customers on basic features and benefits. • Customer Advocacy: Identify common "pain points" in the queue and report feedback to the broader team to help improve the overall user experience.

• Responsible for Success through the leadership and effective orchestration of a large virtual team • Management of program deliveries and strong senior customer relationships • Driving customer satisfaction and loyalty through a strong relationship • Supporting customers' digital journey through modernization and empowering them to achieve more • Leading executive steering committee meetings with customers • Communication with Global Delivery SLT on any potential escalations needed

• Lead the execution of customer retention and growth strategy across Australia and New Zealand. • Partner with the Head of Customer Success to translate strategy into action. • Drive cross-functional initiatives and ensure delivery of strong commercial outcomes for 18,000 ANZ customers. • Be accountable for team performance, customer retention, and growth outcomes. • Manage key stakeholder relationships and ensure priorities are delivered on time. • Provide leadership continuity as the second-in-command to the Head of Customer Success.