Human Interest

• Define and communicate service delivery strategies for high-visibility plan sponsors to ensure an exceptional experience for our highest-revenue clients. • Translate customer objectives into team strategies that maximize plan value and reduce administrative burdens for clients and partners. • Oversee account manager engagement to ensure timely, effective communication and the appropriate negotiation of client priorities. • Cultivate cross-functional internal relationships to serve as a strategic escalation point for complex issues across the book of business. • Manage team caseloads and performance with a focus on maintaining high retention rates and anticipating client needs. • Resolve systemic operational hurdles to ensure permanent resolution of recurring issues and improve the overall client experience. • Govern compliance with Service Level Agreements (SLAs) to ensure timely service delivery for critical and sensitive partners. • Drive operational excellence by optimizing processes and tools that empower the team to resolve escalations and identify growth opportunities.

• Direct a high-performing account management team that drives client retention and expansion • Develop and implement strategic account management frameworks with clear KPIs and playbooks for different client segments • Create scalable processes to identify upsell opportunities while maintaining exceptional client experiences • Partner cross-functionally with Product, Operations, and Sales to ensure seamless client journeys • Implement data-driven approaches to track client health, predict churn, and develop proactive intervention strategies • Oversee quarterly business reviews with key clients to strengthen relationships and demonstrate ROI • Drive the evolution of our account management function as the company scales • Serve as an escalation point for complex client issues requiring executive attention.

• Support corporate governance work for Human Interest Inc. and Human Interest Advisors as a primary function, including board and stockholder actions, subsidiary maintenance, and entity records • Prepare and support board and committee materials; partner with the Finance team on board and committee preparation logistics, distribution, and tracking • Manage the Legal portion of cap table and equity matters, including option grants, 409A coordination, executive compensation, and equity refresh cycles, partnering closely with the Finance and People teams • Support corporate finance and transactional activity across various transaction types, including equity, secondary transactions, debt, convertibles, and other sophisticated financing arrangements • Build and maintain the governance and transactional playbooks, templates, and processes that allow Legal to scale with the business • Support IPO readiness activities • Manage outside counsel on corporate and securities matters • Lead negotiation and execution of commercial agreements, including NDAs, vendor agreements, data processing agreements, and other contracts as needed • Support M&A and other strategic transactions as they arise

• Develop and implement world class financial reporting and forecasting processes, encompassing long-range planning and scenario modeling • Collaborate with senior leadership and their teams to provide ad hoc financial analysis and budgetary support. Deliver actionable insights to inform key decisions and align capital allocation with strategic company initiatives • Identify and streamline processes, drive standardization, and build scalable solutions on the “way we do things” to support our next phase of elevated growth and scale • Develop and track key performance indicators (KPIs) to effectively measure financial performance against strategic objectives. Help us understand where we have room for improvement across the P&L • Partner with cross-functional teams to continuously improve our FP&A systems to enhance operational efficiency while making the system easy to use • Prepare materials for Board of Directors meetings, investors, and internal reporting

• Coach & Develop Leaders: Directly manage, mentor, and build leadership bench strength across multiple Operations Managers. Establish high performance standards, hold leaders accountable to ambitious KPIs, and cultivate a robust pipeline of future operational talent. • Drive Vision & Strategic Alignment: Translate company strategy into departmental goals across multiple money movement flows. Maintain a broad business perspective, ensuring team priorities align directly with company objectives and broader operational effectiveness. • Operational Excellence & Performance Monitoring: Own high-level metrics for SLA adherence, quality, accuracy, and cycle times. Utilize data, capacity modeling, and optimization reports to continuously elevate throughput and set ambitious goals across teams. • Cross-Functional Strategic Partnership: Build collaborative relationships with leaders in CS&O, Product, Data, Legal, and Sales. Act as an operational translator, channeling frontline customer insights to shape product roadmaps while seamlessly operationalizing technical and regulatory changes. • Risk Management & Control Environment: Maintain a rigorous control environment across all transaction lifecycles. Proactively identify, assess, and mitigate operational risks to prevent financial loss and ensure full compliance in a highly regulated landscape. • Client Experience & Root Cause Analysis: Foster a client-first mindset that looks beyond vanity metrics to evaluate true customer experience. Lead deep-dive root cause analyses on operational trends and complex escalations to implement long-term structural fixes. • Process Optimization & Innovation: Drive a culture of innovation by identifying and scaling opportunities for workflow automation, process standardization, and system enhancements to maintain a lean operational footprint. • Change Leadership & Transparent Communication: Lead teams through change with clarity and empathy. Maintain clear, concise, and solution-oriented reporting cadences with executive leadership and internal stakeholders. • Other duties as assigned.

• Systems Architecture & Strategy: Own the architectural roadmap for our GTM tech stack (Salesforce, LeanData, Gong, and routing engines), ensuring it seamlessly scales with our multi-channel SMB and Mid-Market pipelines. • Process Engineering: Evaluate the end-to-end buyer and partner journeys to eliminate operational bottlenecks, automate manual handoffs, and maximize field productivity. • Data Integration & Insights: Partner with Data Engineering to maintain absolute data integrity across systems, ensuring that executive reporting (including QPR pipelines and conversion rates) accurately reflects realities. • Cross-Functional Collaboration: Serve as the strategic operational bridge between Sales, Partner Management, Finance, and the newly independent Marketing team to ensure seamless handoffs and pipeline clarity. • Change Management: Lead the rollout, documentation, and operational training of new system structures, tools, and workflows across the revenue organization.

Role Description As a Conversion Analyst, you'll be responsible for managing the intricate process of transferring retirement plan assets between recordkeepers. You will collaborate with partner teams to ensure accurate data transfer, processing participant loans during conversions, and meticulously reviewing plan assets from multiple recordkeeping companies. This role demands strong analytical skills, attention to detail, and the ability to identify and resolve complex operational challenges while maintaining a customer-centric approach. What you get to do every day - Partner with Conversion Document Specialists to verify completeness and accuracy of incoming plan documentation - Process and reconcile incoming plan assets from multiple recordkeeping platforms - Make informed decisions regarding asset investment timing and methodology to ensure efficient and accurate conversion of participant funds - Set up and validate participant loans during the conversion process, ensuring accurate terms and documentation - Serve as a subject matter expert on incoming plan source types and their alignment with system capabilities, ensuring proper setup and configuration during conversions - Collaborate cross-functionally to resolve complex conversion issues and meet customer needs - Monitor communication channels to identify emerging trends and provide timely support Qualifications - 1-3 years working in a position directly with incoming plan conversions in the retirement services sector - Previous experience in reconciliation and/or parsing large data packets - Working knowledge of 401(k) investment processes, including understanding of trading windows and settlement periods - A strong work ethic, proactively following up with our internal partners to complete the conversion process - Advanced Excel skills, including proficiency with pivot tables, VLOOKUP functions, and complex data analysis for large datasets - A passion for process; constantly on the lookout for inefficiencies that can be improved - Meticulous attention to detail - rarely making typos and noticing discrepancies that others would miss - Strong written communication skills - Effective time management and organizational skills - A positive attitude, a team player, and highly collaborative Benefits - A great 401(k) plan: Our own! Our 401(k) includes a dollar-for-dollar employer match up to 4% of compensation (immediately vested) and $0 plan fees - Top-of-the-line health plans, as well as dental and vision insurance - Competitive time off and parental leave - Unlimited access to digital tools, financial professionals, and a knowledge center to help you understand your equity and support your financial wellness - Enhanced Mental Health Support for Employees and dependents - Fertility healthcare and family forming benefits - Student loan resource to help you and your family plan, borrow, and repay student debt - Monthly work-from-home stipend; quarterly lifestyle stipend - Engaging team-building experiences, ranging from virtual social events to team offsites, promoting collaboration and camaraderie Compensation The base salary for this position spans $24.76 - $30.04 per hour and represents the minimum in our lowest geographic region to a maximum in our highest geographic region. The salary we offer to a new employee within this range is based on their location within the U.S., their relevant job-related skills, and experience. At Human Interest, base salary is one component of the overall total rewards package.

• Design, build, and maintain sophisticated models for GTM operating expenses: sales & marketing spend, headcount, compensation, commissions, revenue share, and programs and tooling across all go-to-market channels (Sales, Partnerships, Marketing, Operations, Onboarding). • Own the variance analysis, identifying the root causes of budget-to-actual variances and translating them into actionable insights for leadership. • Serve as a strategic finance business partner to GTM leaders and their teams, owning their budgets and headcount plans, driving spend accountability, and providing ad hoc analysis and budgetary support. Deliver actionable insights to inform key decisions and align capital allocation with the initiatives that carry the highest ROI. • Provide data-driven insights and financial analysis to optimize sales & marketing efficiency, including CAC, payback period, and enable leadership to “see around the corner.” • Move beyond manual spreadsheets by automating our core systems (Pigment, NetSuite, Snowflake, etc.) to ensure a single source of truth. • Synthesize complex financial data into clear, compelling narratives on GTM spend and efficiency for Board of Directors decks, investor materials, and monthly business reviews. • Create and monitor GTM efficiency and spend KPIs to measure performance against budget and key financial objectives. • Partner with GTM and People teams on headcount and sales capacity planning, quota-carrying rep ramp, hiring pacing, and the fully-loaded cost of GTM growth.

• Lead, hire, and develop a high-performing team of Salesforce administrators and developers operating at the leading edge of AI adoption. • Partner with Product to establish a clear technical strategy, architecture, and roadmap for Human Interest’s CRM systems. • Deliver reliable, scalable solutions that support critical GTM and CS&O workflows across the customer lifecycle. • Invest in platform, architecture, testing, observability, and CI/CD improvements that increase delivery speed and minimize production errors. • Establish the processes the team needs to successfully develop, maintain, and support its solutions, including sprint planning, technical design reviews, release management, on-call rotations, incident response, and quarterly planning. • Identify opportunities to use Agentforce and other AI capabilities to improve employee productivity and customer outcomes. • Make thoughtful build-versus-buy decisions, including whether a capability should be implemented in Salesforce, provided by another vendor, or built as a custom solution.

• Architect Customer Support Capacity Planning: Build, scale, and maintain a robust Customer Support capacity model. You will partner directly with Support and Product leadership to translate operational and financial drivers into collaborative, strategic headcount and resource plans. • Serve as the FP&A Lead for CS & IT: Act as the dedicated strategic financial advisor for both orgs. You will lead forecasting, budget-vs-actual analysis, and monthly close support, delivering the high-impact ad hoc analysis that helps these leaders navigate their budgets. • Champion Customer Experience Performance Metrics: Own the analytical narrative around SaaS retention and core CS metrics (e.g., utilization, SLA attainment, cost-to-serve) to provide a clear, data-driven picture of customer health and operational efficiency. • Democratize Financial Data: Design, build, and maintain interactive, foundational dashboards that empower your cross-functional partners with real-time visibility into operational performance, costs, and forward-looking forecasts. • Spearhead Critical Company-Wide Initiatives: Help manage and evolve highly collaborative, cross-functional deliverables such as our Monthly Business Review (MBR) and comprehensive churn/retention reporting - combining rigorous financial insight with strong project leadership. • Optimize Cost of Revenue & IT Spend: Partner across the customer-experience cost base to forecast and analyze spend, driving visibility and efficiency across our largest software vendors and IT investments.