Implementation Specialist

• Lead the timely and successful onboarding execution according to customer needs
• Manage day-to-day communication and collaboration with customers and internal teams
• Partner with Customers to understand their business issues
• Perform Broker and Diversion plan implementations to fit customer needs
• Manage and update internal workflows to track customer activities

Customer Success Manager

• Responsible for the ongoing development, while creating a growth and retention strategy by building out new and existing relationships with strategic clients
• Identifying client’s business direction and aligning TouchNet solutions for client success
• Builds effective long-term relationships and a high level of satisfaction with key senior-level decision makers and influencers
• Conduct regular outbound client calls/meetings
• Conduct meetings to learn and understand client’s business processes and future direction as it relates to campus commerce
• Develop a strong functional level understanding of the TouchNet product suite
• Exhibit strong persuasive ability to invest in TouchNet
• Build and present business/account reviews to audiences of 2-15 attendees
• Exhibit a long-term perspective of product and business process alignment
• Act as a resource to team members
• Train junior level CSMs on effective ways to build relationships and conduct conversations in a manner of growing TouchNet investment
• Solicit ongoing customer feedback, ensuring customer satisfaction and building customer loyalty
• Organize cross-team efforts between Product, Sales, Support, Service and Implementation
• Be a resource for sharing best practices to customers; build a strong network of subject matter experts within the territory
• Travel to client sites and trade shows

Senior Client Success Manager

• Grow with an Ownership Mindset: Champion continuous learning and innovation, tackle real problems, create tangible solutions, and drive results.
• Collaborate with Peers and Leaders Alike: Work in a transparent and respectful environment where feedback flows freely.
• Experience a High-Performance Culture and Clear Purpose: Achieve specific goals with shared accountability, celebrating milestones and learning from challenges.
• Drive the onboarding process for new merchants joining ShipBob.
• Guide merchants to configure and optimize software and fulfillment services confidently.
• Swiftly address challenges and provide scalable solutions to our merchants, setting them on the path to sustained success.
• Establish and maintain communication with key stakeholders to set expectations for key deliverables, timelines, and milestones.
• Proactively identify potential project risks and help develop mitigation strategies.
• Conduct tailored training sessions for all stakeholders based on merchant needs and specific dashboard configurations.

Senior Merchant Implementation Manager

• Build deep, trusted relationships with a portfolio of high-value, strategic customers. Understand their business objectives and create customized strategies to drive value and achieve measurable outcomes.
• Champion the adoption of Maze solutions by proactively identifying opportunities for growth and recommending tailored use cases aligned with the client’s evolving needs and strategic priorities.
• Act as a consultant and thought partner to C-level executives and key stakeholders, providing insights that elevate their research practices and demonstrate the impact of Maze’s solutions on their business goals.
• Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners.
• Serve as the voice of the customer within Maze, providing actionable feedback to product, sales, marketing, and support teams to continuously improve our offerings and align with client needs.
• Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration.
• Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth.
• Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition.

Strategic Customer Success Manager

• Own executive-level relationships for strategic healthcare client accounts.
• Lead quarterly business reviews, renewal discussions, and ongoing executive engagement.
• Proactively monitor client health, adoption, satisfaction, and retention trends.
• Partner cross-functionally with Sales, Product, Operations, and Support teams to deliver seamless client experiences.
• Identify growth opportunities while mitigating client risks and driving long-term retention.
• Travel up to 25% as needed.

Director, Client Success

• Develop deep expertise in Snapsheet’s SaaS products to guide customers through implementations
• Lead end-to-end implementations for global insurance carriers
• Act as the primary project manager and day-to-day client contact, ensuring timely and high-quality launches
• Use a consultative approach to identify customer pain points, goals, and optimal platform configurations
• Create and manage implementation plans, including onboarding, training, integrations, and launch milestones
• Lead integration and configuration discussions with technical support as needed
• Identify opportunities for automation, engagement, and post-launch optimization using customer metrics
• Partner with training and Customer Success teams to drive adoption and ensure a smooth transition
• Drive proactive communication with customers and internal stakeholders
• Gather and translate customer feedback into product and enhancement recommendations
• Leverage competitive insights and best practices to improve client outcomes and grow the business

Strategy and Implementation Manager

• Support the accounting team during the migration from Sage 300 to Sage Intacct
• Advise on system architecture and accounting structure aligned with Sage Intacct best practices
• Assist in developing and implementing a uniform Chart of Accounts across three companies
• Support the merging and cleanup of general ledger accounts and vendors
• Provide guidance on data migration related to GL and vendor master files
• Participate in scheduled implementation meetings and provide follow-up recommendations
• Ensure the system setup supports usability, efficiency, and future scalability

SAGE Implementation Consultant – Temporary

• Lead customer implementations of iQueue for Operating Rooms from kickoff and discovery through data acquisition, solution design, product configuration, validation, and rollout
• Partner with cross-functional Customer Success team members to ensure that the product and workflows are designed and configured accurately and optimally
• Conduct discovery and design sessions with clinical and operational stakeholders to understand workflows and align the solution to operational goals
• Partner with perioperative leadership to translate clinical needs into optimized workflows, driving decisions and stakeholder alignment at every stage of the implementation
• Engage and influence executive stakeholders to align on operational goals, drive adoption, and ensure accountability for achieving measurable outcomes
• Communicate technical requirements and ensure that customer IT and operational teams clearly understand data, integration, and setup needs
• Configure the product to reflect customer workflows, including block build, scheduling configurations, access management, and OR utilization optimization
• Design and execute validation and user acceptance testing to ensure system functionality, data accuracy, and workflow alignment prior to go-live
• Navigate complex data sets to troubleshoot issues, validate inputs, and support implementation decisions
• Lead change management efforts to drive adoption and ensure the product becomes the source of truth for OR analytics and other workflows (scheduling, staffing, etc.)
• Monitor implementation progress, proactively identify risks, and ensure readiness for successful go-live
• Travel up to 20–50% to customer sites

Product Implementation Manager, iQueue for Operating Rooms

• Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth.
• Own and manage the community platform and related communication tools.
• Develop and implement programs that increase customer participation, engagement, and advocacy within the community.
• Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events.
• Create and manage lifecycle messaging strategies that keep customers informed without over-communicating.
• Establish consistent messaging standards, tone, and communication cadences across customer touchpoints.
• Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights.
• Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions.
• Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages.
• Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making.
• Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement.
• Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience.
• Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards.
• Identify key moments that drive customer satisfaction, retention, and long-term loyalty.

Customer Engagement Manager

• Direct Ownership of Growth: Own the commercial roadmap and revenue growth targets for a dedicated pod of high-priority Brand accounts.
• Pipeline Hygiene: Lead pod syncs (Weekly Opp Stand-Ups) to dive into open opportunities and ensure the accuracy of the weighted pipeline.
• White-Space Identification: Partner with Sales/Solutions Engineers to identify upsell triggers for new AdTech/MarTech products and advanced service offerings.
• Sales Narrative Curation: Create and deliver business reviews and pitch decks that move beyond metrics to demonstrate ROI.
• C-Suite Stewardship: Build and map resilient relationships with VP and C-Level stakeholders for key customers, positioning Adswerve as a primary partner in the client’s digital maturity journey.
• Executive Sponsorship: Serve as the Executive Sponsor on at-risk accounts and engage directly with senior stakeholders to rebuild confidence and articulate value.
• Narrative Excellence: Elevate the Adswerve Story by coaching your team to move beyond tactical metrics toward financial outcomes and ROI-driven narratives.
• High-Stakes Negotiation: Personally lead complex, multi-year, or significant uplift contract renewals and pricing negotiations to ensure profitability and mutual value.
• Integrated Solutions Consulting: Guide the team in moving fluidly between Programmatic, Paid Search, and Cloud/Analytics conversations to maximize "share of wallet".
• Market Intelligence: Bring an "Outside-In" perspective by sharing industry trends and competitor intelligence to show clients how peers are leveraging new tech and AI.
• Coach by Doing: Join high-stakes pitches, Business Reviews, and client presentations to model elite sales behaviors and upskill pod members through direct observation and guided autonomy.
• Voice to Leadership: Aggregate front-line Intelligence on service gaps or product needs and communicate them to Executive Leadership to influence the Adswerve roadmap.
• Process Architecture: Improve client engagement models and internal processes to streamline delivery and increase the quality of work across departments.

Client Success Director, Growth Lead

• Develops, delivers, and manages implementation project plans
• Facilitates daily/weekly/monthly project management meetings
• Coordinates with customers, partners, and other key stakeholders as the project necessitates to ensure success
• Dispatches, tracks, and oversees partners performing on-site work to achieve agreed upon project outcomes
• Keeps all stakeholders apprised of overall implementation project status via weekly email updates, regularly scheduled meetings, or other means as required by the project
• Assists with acquiring new customers
• Works directly with the customer to define project success criteria by gaining deep knowledge of the customer's business
• Attends customer meetings virtually or in-person (as required)
• Assesses customer needs and develops customized project plans to meet the customer’s requirements for implementation across all T-Mobile products sold to the customer
• Drives follow-up activities which ensure T-Mobile has delivered on its commitments during the implementation process
• Ensures appropriate handoffs have occurred to transition the customer to lifecycle support resources
• Confirms that established and documented processes are in place for lifecycle support and escalation
• Coordinates or conduct customer trainings with support resources for the customer
• Ensures an effective and seamless customer transition to lifecycle support resources
• Participates in all team meetings, workshops, or other enrichment activities assigned
• Completes required training to ensure currency and competency in the role
• Completes special projects/assignments as assigned to meet business goals
• Prepares and provides reporting to management as requested

Solutions Implementation Manager

• Responsible for the successful implementation of Deluxe-proposed solutions and configurations on projects as assigned while meeting the client billability levels and billing rates as established for this position.
• Prepare implementation status reports for project managers, clients, and as required, internal management.
• Implement up to five small projects (each 100 hours or less) simultaneously.
• Assist on more complex larger projects that require more than one resource.
• Deliver Services in the area of expertise and product knowledge.
• Work with the project team to prepare customer system by customizing base software application and entering customer-specific data according to the CRD and other project documentation.
• Confirm solution operation by conducting tests, modifying custom setup, and monitoring output.
• Validate estimates and provide project management updates regarding activity durations and effort on an ongoing basis.
• Test systems prior to delivery and during implementation to ensure a quality product.
• Document defects and resolution approach.
• Work collaboratively with other team members to resolve issues.

• Build trusted relationships with daily users and team leads, serving as the day-to-day contact for client success, adoption, and support.
• Lead post-sale transitions including the Sales-to-CSM handoff, internal kickoff, and formal onboarding with platform walkthroughs and data tool training.
• Conduct monthly customer check-ins to align on usage trends, progress against the Client Value Plan, upcoming needs, and to support the Account Director in preparing for strategic conversations.
• Develop, track, and report on Customer Health and Client Value Plans, using usage data to monitor engagement, identify risks, and surface growth opportunities.
• Coordinate ad hoc insights and reporting requests, and manage client usage of entitlements to ensure full value realization.
• Partner with Account Directors on renewals, expansions, and strategic account planning while escalating risks or red flags proactively.
• Advocate for the client internally—capturing feedback, surfacing feature requests, and identifying trends across accounts to inform the product roadmap and company strategy.
• Promote client participation in advocacy opportunities including webinars, case studies, testimonials, and events.

• Lead, mentor, and develop a team of Client Success Managers, providing coaching, performance management, and career development
• Establish clear team goals, KPIs, and success metrics aligned with company objectives
• Drive consistency and excellence in client engagement, onboarding, adoption, and retention strategies
• Act as an escalation point for complex client issues, ensuring timely and effective resolution
• Monitor client health metrics and proactively identify risks and opportunities across the client portfolio
• Partner with Client Success Managers to develop account strategies that drive retention, expansion, and overall client satisfaction
• Design, implement, and continuously improve client success processes, playbooks, and workflows to increase efficiency and scalability
• Identify gaps in the client journey and lead initiatives to enhance the overall customer experience
• Collaborate with Product and Engineering teams to communicate client feedback and influence product roadmap decisions
• Work closely with Sales and Implementation teams to ensure seamless handoffs and alignment across the customer lifecycle
• Standardize onboarding and adoption frameworks to accelerate time-to-value for clients
• Support forecasting efforts related to renewals, expansions, and churn risk
• Analyze team and client data to generate insights, track performance, and inform strategic decisions
• Maintain visibility into key accounts and keep senior leadership informed of risks, trends, and opportunities
• Drive a culture of accountability, continuous improvement, and client-centric thinking within the team.

Client Success Lead

• Partner with business and technical stakeholders to gather, analyze, and document business and system requirements
• Author and maintain high-quality project documentation.
• Translate complex business needs into clear, actionable requirements with an understanding of underlying technical concepts
• Support implementation activities across the project lifecycle.
• Act as a subject-matter resource during implementations.
• Identify gaps, risks, and dependencies; propose practical, well-documented solutions
• Collaborate effectively with project managers, developers, and other technical resources.

Implementation Consultant Advisor

• Process and knowledge of all import types: eligibility, deduction, open enrollment for all our benefits plans within the Navia product offering and any corresponding discrepancy reports daily as needed.
• Monitor team e-mail account/Salesforce cases and respond to clients within 24 hours of request being assigned.
• Process production files within 2 business days, as assigned.
• Produce file testing error report/results within 3 business days and provide this to TPA/client, as assigned.
• Create and update file tracking with the most recent communication.
• Follow up on files in testing every week.
• Using FM to create a comprehensive account structure, as needed.
• Follow up on pending file requests every 2 weeks.
• Archiving file tracking and send IT sFTP archive request after 8 weeks of no response.
• Send weekly follow ups on active testing requests with no response.
• Independently host/drive conversations with TPAs regarding technical changes and make decisions for ongoing business processes, as needed.
• Request sFTP credentials from IT, as needed.
• Analyze and map changes for integration files, as assigned.
• Other duties/projects as assigned individually or as a team.

File Implementation Specialist

• Manage large amounts of incoming phone calls
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customers through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Meet personal/team sales targets and call handling quotas
• Keep accurate records of customer interactions and account related information

Customer Engagement Specialist, Inbound

• Manage a high-revenue book of business, driving growth and long-term retention across your merchant portfolio.
• Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.
• Source and close expansion deals within your merchant book of business.
• Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants.
• Partner cross-functionally with internal stakeholders to continuously improve the merchant experience.
• Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies.
• Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business.
• Apply data and analytics to inform decisions, identify trends, and recommend strategic actions.
• Additional duties and responsibilities as necessary.

Lead Merchant Success Manager

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Client Success Manager

Customer Retention Specialist

• Define and own the enterprise retention strategy, churn targets, and roadmap
• Lead the evolution from reactive save models to proactive, predictive retention programs
• Identify and size churn drivers and LTV impact across segments, markets, and customer journeys
• Translate insights into clear retention playbooks across: Save and cancel interactions, Winback strategies, Proactive outreach programs
• Leverage data and analytics to: Identify market and segment level churn drivers, Develop targeted remediation strategies, Enable trigger-based and predictive interventions
• Support and enable Loyalty Operations (save desk) by: Providing clear strategy and playbooks, Ensuring alignment on priorities and offers, Creating a structured feedback loop to continuously refine strategy based on execution
• Partner with Marketing to: Develop and optimize retention and winback offers, Execute targeted campaigns, Lead A/B testing and test-and-learn frameworks to improve performance
• Establish governance and performance tracking for: Save effectiveness, Offer performance, Revenue retained and durability, Proactive program lift
• Drive cross-functional alignment across Care, Digital, Sales, Product, and IT to ensure retention strategies are consistently executed and scaled

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