• Manage day-to-day client relationships, including project plans, status updates, and meeting coordination • Directly manage and distribute all deliverables, action items, and notes stemming from client meetings • Work with the SAE, ensure client activities are progressing on schedule and adhere to prescribed standards to ensure retention of customers • Assist with the building of external facing presentations for meetings, such as annual review meetings and any other client/vendor meetings and attend all reporting discussions virtually or in person as needed with client • Manage and track all member escalations with the client and internal Firefly teams, ensuring resolution is achieved within 5 business days • Work with the navigation team to serve as a main point of contact for CS on all vendor integration discussions and coordinate with internal key stakeholders