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Customer Support Specialist

• Deliver a fast, professional, high-quality support experience
• Communicate via phone, email, chat, and social media
• Troubleshoot issues confidently over the phone
• Identify opportunities to demonstrate additional value of the Timely platform

Customer Success Manager

• Responsible for a portfolio of key customers
• Work with assigned customers and Sales to build Customer Success Plans, establishing critical goals, or other key performance indicators to enable customers to achieve their goals
• Driving incremental revenue from up-selling additional solutions
• Work with our customers to ensure they maximize their potential using our software
• As part of the onboarding team, ensure the customers have a seamless experience
• Taking accountability, always, for the effective and efficient resolution of all customer issues - even when resolution is dependent upon third-party individuals or teams
• Internal stakeholder management, to ensure complete business support
• Partner with Sales, Customer Support, Product Management, Training, and Development teams to ensure our customer’s success - ultimately driving growth and customer retention
• Measure, monitor, and report internally and externally to Customer Stakeholders
• Establish regular touchpoints to review progress against technical and strategic objectives including roadmap discussions
• Develop, nurture, and maintain trusted advisor relationships with stakeholders at all levels and drive value and adoption
• Provide Executive Business Reviews in a regular cadence with Business & Technical Stakeholders in collaboration with the Account Team including Sales, Business Leads, Development, and Product partners
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Continuously drive communication and customer advocacy to ensure an orchestrated customer experience
• Work transparently to surface customer problems and allow others to participate in solving them

Business Analyst

• Own the analytical view of the pre-sale funnel from lead through closed-won.
• Build and maintain funnel conversion reporting (Lead → MQL → SAL → SQL → Closed-Won).
• Identify conversion gaps by product, segment, channel, and rep cohort.
• Develop and maintain pipeline quality scoring based on fit, engagement, deal age, and stage velocity.
• Analyze pipeline velocity and identify stall points.
• Measure inbound and outbound lead quality by source, channel, and campaign.
• Analyze SDR conversion rates and identify top-performer patterns.
• Analyze AE performance, pipeline coverage, velocity, and closed-won rates.
• Perform closed-lost analysis by stage, reason, segment, and competitor.
• Build and maintain the Ideal Customer Profile (ICP) framework.
• Support ICP scoring models and refine lead scoring criteria.
• Analyze segment performance, win rates, ACV, sales cycle, CAC, and time-to-value.
• Build cohort analysis across products, segments, channels, and acquisition periods.
• Support TAM and addressable market analysis using enrichment data.
• Track ICP deviations and identify off-ICP win/loss trends.
• Own the win/loss analysis program, including methodology, reporting, and competitive intelligence.
• Produce recurring win/loss reports and actionable insights for Sales and Product leadership.
• Support GTM planning with funnel benchmarks, quota attainment, capacity modeling, and productivity analysis.
• Leverage AI tools (Claude, ChatGPT, etc.) to accelerate analytics, reporting, and build reusable prompt libraries.
• Build and maintain Salesforce reports and dashboards for funnel, pipeline quality, quota attainment, and self-service analytics.

Sales Insights Analyst

Performance Marketing

• Manage a high-volume pipeline of trial customers, prioritizing outreach and engagement to maximize conversion opportunities.
• Guide trial users from their first roof measurement through the complete sales workflow, including building an estimate, generating and electronically signing a contract, offering financing options, and collecting payment.
• Identify customer goals, workflows, and business needs to recommend the plan that best aligns with their budget and required features.
• Serve as a trusted advisor by helping customers solve challenges and achieve their desired outcomes using the software.
• Communicate with trial customers via phone, email, and text to answer questions, provide product guidance, and maintain engagement throughout the trial period.
• Conduct personalized software demonstrations, product tours, and general training sessions to ensure customers understand the value and capabilities of the platform.
• Proactively identify opportunities to increase customer adoption of key product features that drive conversion and long-term success.
• Partner with the Marketing, Product and Engineering teams, advocating for customer priorities by providing feedback and insights.

Trial Conversion Specialist

Full-stack Engineer

• Collaborate with a team of software engineers and domain experts to design, develop, and deliver sophisticated software solutions.
• Design and implement innovative, scalable, and resilient applications to solve complex business problems.
• Develop, test, deploy, and maintain high-quality software throughout the development lifecycle.
• Troubleshoot, debug, and resolve application issues while supporting team members in problem-solving efforts.
• Conduct code reviews and review pull requests to ensure code quality, maintainability, and adherence to best practices.
• Participate in Agile ceremonies, including daily stand-ups, backlog refinement, sprint planning, and retrospectives.
• Expand, maintain , and improve automated unit test coverage to ensure software reliability and quality.

Software Engineer

Product Marketing

• Design, build, test, and deploy AI-enabled and automation-driven workflows for GTM processes
• Apply LLM capabilities and AI tooling to improve GTM and RevOps productivity and execution quality
• Create reusable assets such as agent templates, prompt libraries, automation patterns, and reference flows.
• Implement end-to-end automations triggered by copilots/agents or business events (approvals, notifications, data updates).
• Use automation and orchestration platforms (e.g., n8n, API integrations, MCP servers) to develop scalable solutions
• Own delivery from prototype through production-ready solution, including testing, documentation, and handoff.
• Partner with GTM teams to translate business requirements into technical solutions
• Identify technical risks, constraints, and dependencies early in solution design
• Ensure solutions align with Everhealth privacy, security, and governance standards
• Design and deliver hands-on training for employees, makers, and business teams on AI-enabled workflows.
• Maintain documentation for deployed workflows and integrations
• Monitor performance and reliability of automation solutions
• Ensure AI solutions include clear usage guidance, limitations, and human oversight expectations .
• Coach teams on prompting best practices, output validation, and appropriate use of AI in daily work.
• Serve as a go-to internal expert through workshops, office hours, and direct support.
• Help establish guardrails that enable safe innovation without unnecessary friction.
• Stay current on emerging AI models, automation tools, and workflow orchestration platforms

Automation and AI Specialist – GTM

Procurement

• Lead the development and execution of category management and strategic sourcing strategies for assigned categories, including enterprise software and tools, to achieve procurement objectives, mitigate risk, and optimize total cost of ownership
• Partner closely with the Head of Procure to Pay and procurement leadership to develop and execute enterprise category strategies aligned with business priorities
• Serve as a trusted advisor to business leaders by translating business objectives into sourcing and supplier strategies that improve value, reduce risk, and enable growth
• Present sourcing strategies, supplier recommendations, and business cases to senior leadership and executive stakeholders
• Coach, mentor, and develop category management team members through performance management, training, and career development
• Apply current market intelligence and procurement best practices to strategic sourcing, supplier management, and contract management activities
• Identify and execute opportunities that optimize total cost of ownership, improve supplier performance, reduce risk, increase operational efficiency and deliver measurable business value
• Support annual budgeting and financial planning activities for assigned categories while managing expenditures within approved budgets
• Monitor supplier and category performance metrics, identify improvement opportunities, and implement corrective action plans where appropriate
• Lead negotiations for supplier agreements and contract renewals within delegated authority, partnering with business stakeholders, leadership and Legal on strategic agreements
• Develop and maintain relationships with key suppliers to improve performance, innovation, and service delivery
• Build strong partnerships with internal stakeholders to ensure procurement solutions support operational and business objectives
• Promote consistent procurement processes, category management methodologies, and knowledge sharing across the procurement organization
• Ensure compliance with procurement policies, governance requirements, and company standards
• Perform core people leadership responsibilities including workforce planning, assigning work, hiring, coaching, performance evaluations, employee development, and addressing performance concerns

Senior Manager – Category Management

• Passionately supporting The Studio Director's commitment to creating an outstanding experience for each of our customers
• Taking calls and emails from existing Studio Director customers, answering questions, working to resolve issues, and payment processing account changes
• Ad-hoc training for customers
• Mastering The Studio Director software in order to provide customers with guidance on how to best use our product
• Expressing empathy for each customer's situation and working to understand and resolve the issue as quickly as possible
• Identify recurring customer issues and provide recommendations for process improvements, product enhancements, and knowledge base updates
• Surprising and delighting our customers with a handwritten note, remembering a birthday, or otherwise going the extra mile to knock their socks off
• Reducing cancellations by solving problems and offering solutions to customers experiencing any issues

Customer Support Representative

Accountant

• Prepare and review journal entries and account reconciliations.
• Perform monthly, quarterly, and annual close activities for assigned areas.
• Ensure accuracy and completeness of the general ledger.
• Analyze account fluctuations and investigate variances.
• Prepare supporting schedules for financial reporting.
• Assist with annual audits and other compliance requirements.
• Identify opportunities to improve accounting processes and internal controls.
• Prepare accounting entries related to stock-based compensation under ASC 718.
• Account for equity transactions including stock options, RSUs and ESPP.
• Prepare equity roll-forward schedules and supporting documentation.
• Assist with quarterly and annual financial statement disclosures related to equity compensation.
• Support external valuation specialists and auditors during reporting cycles.
• Assist with administration of the company's equity plans and equity management platform.
• Coordinate with Legal, HR, Payroll, and external service providers.
• Maintain equity award records and employee transactions.
• Support employee equity inquiries.
• Participate in special projects, acquisitions, and system/process improvements.
• Research technical accounting matters as needed.
• Support cross-functional initiatives across Finance, Payroll, HR, and Legal.

Senior Accountant – Equity

Manager

• Serve as the primary point of contact for assigned RCM clients.
• Lead recurring client meetings focused on performance, trends, action plans, and overall account health.
• Build trusted relationships through proactive communication, responsiveness, and strategic guidance.
• Manage escalations professionally and drive timely resolution.
• Support client renewals, plan changes, provider adds/removals, and other account transitions.
• Own clinic revenue cycle KPI performance, including but not limited to: Days in Accounts Receivable AR Aging >90 Days Clean Claim Rate Denial Rate First Pass Resolution / Payment Rate Collection Performance.
• Identify root causes impacting financial performance and recommend solutions.
• Develop action plans to improve collections, reduce aging, and optimize workflows.
• Monitor payer trends, reimbursement patterns, denials, and operational risks.
• Partner with claims, billing, coding, posting, and vendor teams to ensure execution is timely, accurate, and aligned to client goals.
• Coordinate internal stakeholders to resolve blockers and improve workflows.
• Ensure system configurations and billing parameters support accurate claim submission and payment maximization.
• Maintain strong awareness of clearinghouse operations, eligibility workflows, claim status tools, and payer processes.
• Prepare and present monthly and quarterly business reviews to clients.
• Analyze trends, financial outcomes, and operational performance using reporting tools and dashboards.
• Provide executive summaries and recommendations to leadership as needed.
• Ensure adherence to HIPAA privacy and security standards.
• Maintain awareness of Medicare, payer, and revenue cycle regulatory changes.
• Document workflows, protocols, and best practices for internal consistency and scalability.
• Participate in ongoing training and professional development.

RCM Service Manager

Marketing

• Own and execute the multi-channel acquisition strategy to consistently hit monthly MQL, SAL, SQL and Closed Wons targets across paid digital, organic/SEO, events, partner channels, and BDR ‘air cover’
• Build and optimize conversion-focused landing pages on HubSpot and WordPress for paid media campaigns, industry verticals, and event follow-up
• Manage paid search campaigns and scale efficiently; lead evaluation and expansion into paid social and other digital channels when cost-per-SAL justifies investment
• Drive AEO/SEO strategy in partnership with content and web development teams to build organic search presence and reduce reliance on paid acquisition
• Build and maintain a structured testing cadence across landing pages, paid media creative, email subject lines, CTAs, and messaging to continuously improve conversion rates
• Deliver weekly channel-level performance reports and monthly/quarterly funnel analysis (so what’ narratives) for marketing leadership and cross-functional stakeholders
• Own the phased GTM launch of Outbound Voice, ZyraTalk’s flagship new capability, including messaging development, asset creation, webinar execution, landing pages, and sales enablement materials
• Develop business use case narratives that position ZyraTalk (inbound + outbound + EverPro ecosystem) as a differentiated operational revenue engine
• Own and improve ZyraTalk’s marketing tech stack, in partnership with Marketing Ops, including HubSpot CRM/MAP configuration, lead capture, email deliverability, funnel stage alignment, UTM attribution, and data hygiene
• Launch & manage ZyraTalk’s customer engagement programs to drive product stickiness and reduce churn

Senior Marketing Manager

• Manage a smaller portfolio of assigned clinics, maintaining full accountability for client relationship, performance, and satisfaction.
• Lead client meetings focused on KPIs, financial performance, trends, and action plans.
• Identify risks early and implement corrective strategies to improve outcomes.
• Support a team of RCM Service Managers by providing guidance, coaching, and day-to-day direction.
• Proactively monitor clinic health across key performance metrics, including AR Aging, Denial trends, Clean claim rate, and Collection performance.
• Partner closely with Claims Management and Vendor Management teams to ensure alignment on priorities, workflows, and performance expectations.
• Provide regular updates to RCM Director on overall client health, risks, escalations, and team performance.

Lead Service Manager

People Operations

• Serve as a steward of employee data within the HRIS (Workday preferred), ensuring records are accurate, complete, and audit-ready at all times
• Process employment actions — new hires, promotions, transfers, title changes, location changes, level changes, and terminations — with a strong understanding of downstream impacts on compensation, benefits, reporting structures, and compliance
• Conduct regular data audits and clean-up cycles to identify and resolve discrepancies proactively
• Partner with the Systems/Workday team on process improvements, configuration changes, and testing
• Own the day-to-day compliance posture of People Operations, including documentation standards, records retention practices, and process controls
• Proactively monitor federal, state, and local regulatory changes; recommend and implement policy and handbook updates in partnership with the People Ops Manager and Legal
• Prepare for and support internal and external HR audits, including pulling records, organizing documentation, and coordinating responses across functions
• Maintain the employee handbook and policy library as living documents, ensuring accuracy and alignment with current law and company practice
• Support leave of absence tracking and administration, ensuring proper documentation and compliance with applicable regulations
• Maintain and continuously improve core People Ops programs, including onboarding, offboarding, and recurring compliance workflows
• Identify process gaps and inefficiencies; propose and implement practical, scalable solutions in partnership with the People Ops Manager
• Build and maintain standard operating procedures and process documentation to support team consistency and knowledge continuity
• Partner with cross-functional teams (Finance, Legal, IT, Payroll) to keep People programs aligned with broader organizational requirements
• Support and at times lead defined People Ops projects, managing timelines, documentation, and stakeholder communication
• Produce recurring and ad hoc People analytics reports for leadership, including headcount, attrition, org change activity, and compliance metrics
• Track project milestones and surface blockers proactively to the People Ops Manager

People Operations Specialist

Account Executive

• Manage sales activities in Salesforce.
• Connect with prospects via Inbound and Outbound channels utilizing Salesforce and SalesLoft calls and email cadences.
• Run qualification calls and assess the needs of prospects to align with the right offering within our EverPro portfolio.
• Articulate the benefits and feasibility of Briostack upgrades and added components like GPS units, ZyraTalk, Customer Lobby and pulseM to prospects.
• Perform online demos for qualified prospects.
• Negotiate and close Expansion opportunities with current customers.
• Become a subject matter expert for all BrioStack, ZyraTalk, Customer Lobby and pulseM products.
• Remain knowledgeable on the Field Service Management Software market & competitive landscape.
• Consistently achieve monthly sales quota and key performance metrics.
• Collaborate with managers and peers on projects.
• Other duties as assigned.

Customer Support Specialist

Customer Support Specialist

Customer Success Manager

Sales Insights Analyst

Trial Conversion Specialist

Software Engineer

Automation and AI Specialist – GTM

Senior Manager – Category Management

Customer Support Representative

Senior Accountant – Equity

RCM Service Manager

Senior Marketing Manager

Lead Service Manager

People Operations Specialist

Cross-sell Account Executive