Aline

• Lead the strategy and execution of our customer education and training programs. • Manage the customer enablement specialist responsible for developing and delivering training content and learning experiences. • Develop scalable education programs including: • On-demand learning • Live and recorded training sessions • Webinars and workshops • Knowledge base content and documentation • Define and implement a digital customer success strategy to support onboarding, adoption, engagement, and retention at scale. • Build digital lifecycle programs that guide customers through key milestones in the customer journey. • Design scalable touchpoints including: • Automated campaigns • In-app messaging and guidance • Digital check-ins and product updates • Monitor engagement metrics and continuously optimize programs to improve customer outcomes. • Partner with Product and Customer Success teams to translate product capabilities into adoption programs and educational content. • Drive awareness and usage of new features through targeted digital campaigns and training initiatives. • Develop resources that help customers expand their use of the platform and achieve business outcomes. • Manage a team of product-focused CSMs or subject matter experts who support adoption and customer success across key products. • Ensure SMEs contribute to customer education content, adoption programs, internal knowledge sharing, and support for complex product use cases. • Partner with Product teams to ensure new releases are supported by clear customer guidance and enablement. • Collaborate with Marketing to develop targeted digital campaigns that drive product engagement and customer success outcomes. • Work with Customer Success leadership to align digital programs with broader CS strategies. • Partner with Sales and Product teams to ensure consistent messaging and enablement throughout the customer lifecycle. • Develop scalable programs designed to improve retention and expansion within SMB and scaled customer segments. • Identify adoption gaps or churn risk signals and implement proactive digital interventions. • Use customer data and product insights to inform education and engagement strategies.

• Further classifies, understands, documents, and resolves customer support inquiries. • Provides support, education, and coordination for internal and external users. • Uses the following communication standards and techniques to engage with customers: Connect: Be lively, be engaging, be human. Something as simple as a friendly introduction can dramatically soften the tone and emotion of their response. Help them feel we practice the “empathy” that we preach in prospect-centered sales. Untangle: Seek to clarify and understand the details of their issue rather than offering quick, generic solutions. Help them feel they are “being heard”. Resolve: Provide timely, specific solutions. Seek to resolve the core issue at hand, rather than symptoms of the issue, which will likely continue to occur. Help them feel they are valued as a customer. • Maintains responsibility for customer support tickets until they are resolved. • Configures and troubleshoots software solutions according to customer specifications, operating processes/procedures, industry best practices, and project timelines. • Provides recommendations to customers and internal R&D teams to prevent the recurrence of common issues and decrease implementation/support efforts. • Escalates support issues to development teams as needed. • Enters and updates support activities, tickets, and knowledgebase articles in ALINE support portals and communication platforms. • Maintains a working knowledge of relevant functional area best practices and procedures. • Participates in customer experience/onboarding projects by formatting/preparing/entering data, creating reports, and completing configuration and software/hardware installations. • Provides phone and email support on weekends and after hours as needed/as scheduled. • Obtain a high level of understanding in one or more ALINE product verticals. • Meets or exceed performance metrics such as ticket resolution time and customer satisfaction. • Maintains a positive and professional demeanor in all customer interactions, representing the company's values and culture effectively.

• Build and deploy agentic systems for enterprise workflows — design and implement AI agents (and multi-agent systems) that reason and retrieve data across complex business processes and take action in enterprise systems. • Design and ship multi-step agentic systems — planner/executor, tool-using, multi-agent, and human-in-the-loop — for use cases including onboarding, underwriting, case review, and continuous monitoring. • Design orchestration, reasoning, and workflows — architect how agents plan, use tools, and coordinate across complex, multi-step processes. • Own full-stack implementation and integrations — build across LLMs, APIs, backend systems, and lightweight UIs to deliver complete, working solutions. • Ensure reliability, safety, and production readiness — implement guardrails, validation logic, and fallback mechanisms to ensure consistent and trustworthy behavior in production.

• Lead the execution of high-impact system integrations across our platform • Focus on designing, delivering, and optimizing API-driven integrations with third-party systems and internal applications • Work closely with engineering, architecture, implementation, and external partner teams to ensure integrations are reliable, scalable, and aligned with our broader platform strategy • Define requirements and partner with engineering • Translate business workflows and stakeholder needs into clear technical requirements, user stories, and acceptance criteria • Drive integration delivery, own end-to-end delivery of assigned integrations from concept to production • Write detailed technical PRDs for API-based integrations • Define field-level data mappings and transformation logic • Partner with engineering on authentication models (OAuth, SSO, token-based systems) • Coordinate technical discovery sessions with integration partners • Collaborate with internal stakeholders and support implementation

• Serve as the in-house subject matter expert (SME) on nutrition, dietary planning, and regulatory compliance for senior living, skilled nursing, and clinical residential facilities. • Develop menus ensuring meals meet nutritional standards, resident needs, and regulatory requirements (e.g., CMS, USDA, state-specific guidelines). • Support customers in customizing menus to meet dietary restrictions, therapeutic diets, and resident preferences. • Evaluate recipes for accuracy in ingredients and scaling, and add extension for diet types and textures. • Collaborate with Aline’s product development team to enhance the dietary software's capabilities, ensuring it remains a best-in-class solution for senior living and healthcare operators. • Provide user feedback and industry insights to help shape product enhancements and new features. • Assist in creating educational materials, training modules, and webinars for clients to maximize their use of the software. • Work closely with customer success and sales teams to educate clients on the software’s dietary features and best practices. • Offer consulting services and support to senior living operators looking to optimize their menu planning and nutritional programs. • Provide training sessions and resources for clients and internal teams on dietary compliance, nutrition standards, and menu optimization.

• Own the GTM data model – ensuring consistent definitions, clean data, and a single source of truth across Sales, Marketing, and Customer Success • Design and maintain dashboards and reporting that give GTM leadership real-time visibility into pipeline, conversion, retention, expansion, and team performance • Partner with Finance to align on revenue reporting and forecast methodology • Establish and enforce data hygiene standards across all GTM systems, with accountability frameworks to sustain them • Own the GTM tech stack – including CRM (Salesforce), marketing automation, customer success platforms, and any adjacent tooling • Evaluate, implement, and optimize tools that improve team efficiency and data quality • Serve as the primary liaison between GTM and IT/Engineering for system integrations and enhancements • Ensure tooling decisions support the full customer bowtie – from first inquiry through long-term retention • Define, document, and continuously improve core GTM processes – lead management, pipeline governance, handoff protocols, renewal workflows, and more • Build the operating infrastructure that allows GTM teams to scale without adding proportional headcount • Identify friction points across the customer journey and lead cross-functional efforts to resolve them • Own deactivation processes – ensuring customer offboarding is handled with precision, proper documentation, and minimal revenue leakage • Build and lead the enablement function for all GTM teams – Sales, Customer Success, Implementations, and Contact Center • Develop onboarding programs, ongoing training, and role-specific playbooks that accelerate ramp and improve consistency • Partner with Product and Marketing to ensure field teams are equipped to communicate new features, positioning changes, and competitive updates effectively • Create a feedback loop between the field and Product/Marketing so customer and prospect insights inform roadmap and messaging • Design the reporting cadence that powers weekly, monthly, and quarterly GTM leadership reviews • Build and maintain the commitment log and accountability infrastructure for the GTM leadership team • Provide the CCO and GTM leaders with the data and analysis needed to make confident, timely decisions • Create board and executive-ready reporting on GTM performance across the full customer bowtie • Own the end-to-end deactivation process for churned or offboarding customers • Ensure all deactivations are executed accurately, on time, and with proper documentation • Partner with CS, Finance, and Legal to minimize risk and protect data integrity through the offboarding process • Identify patterns in deactivation data that surface retention risk signals for the broader CS team

• Own net-new logo acquisition across customer segments • Maintain a pipeline-to-quota ratio of 4:1 or greater • Conduct deep discovery to establish credibility and determine strategic fit • Quantify the financial impact of a prospect's current challenges • Partner closely with Solutions Consultants to deliver tailored demonstrations • Map the organization, engage executive decision-makers, champions, and end-users • Engineer timelines with buyers • Maintain a clean Salesforce pipeline with forecasts based on objective milestones • Prospect and engage senior living operators through various outreach methods • Travel to industry conferences, trade shows, and client sites as a face of the brand • Establish close working relationships with customer experience, marketing, solutions consultants, product, revenue operations, and executive leadership

• Lead net-new logo acquisition and build partnerships • Conduct deep discovery to understand client needs • Build compelling business cases for prospective clients • Engage with stakeholders to navigate buying committees • Maintain prospecting and pipeline management efforts • Conduct structured reviews of partner relationships • Identify and onboard new partners • Provide tools and training to partners • Attend industry events as a brand representative

• Execute full lifecycle software development • Write well designed, testable, efficient code • Produce specifications and determine operational feasibility • Integrate software components into a fully functional software system • Develop software verification plans and quality assurance procedures • Document and maintain software functionality • Serve as a subject matter expert • Comply with project plans and industry standards • Deliver development projects on time and within budget. • Suggest, plan and implement software improvements and upgrades. • Help in preparation and documentation of functional requirements and specifications. • Convey project objectives, risks and success criteria to Company Leadership team. • Provide support to both Aline customers and the internal team as needed • Analyze and resolve software errors accurately on time and provide required status reports. • Assist in development and maintenance of user manuals and guidelines. • Resolve problems with software products or company software systems working with network administrators, systems analysts and software engineers. • Assist in deployments and server updates and upgrades. • Assist in QA testing of larger features prior to deployment • Support the sales team as needed with technical product information and demonstrations

• The VP of Strategy and Business Development is a senior commercial and strategic leader on the Growth team who partners directly with the CEO, as well as growth, product, & client teams, to shape where PAA plays, how we win, and how we create value in progressing our mission to reimagine the healthcare experience for the most vulnerable patients. • You'll own the strategic plan, drive top-of-funnel pipeline, evaluate organic and inorganic growth opportunities, and take promising new use cases from concept through pilot. • You'll also own pricing strategy across our portfolio. • This person will operate at the intersection of the executive team, product, sales, finance, and our customers — and will be expected to develop strong relationships with senior executives at payer and health system clients. • A qualified, late stage pipeline built across payer, health system, value-based care, and/or channel partner segments. • Partner with Clinical and Product to successfully bring at least one strategically prioritized new use case from opportunity assessment through validated pilot and commercialization readiness. • A refreshed multi-year strategic plan translated into quarterly operating priorities the executive team runs against. • A pipeline of acquisition opportunities.