Impruvon Health

• Ideate, plan, and successfully execute end user community events including best practices webinars, customer spotlight presentations, panel discussions, and role-based education sessions. • Ideate, plan, and successfully execute prospect facing events including thought leadership webinars, panel discussions, trade show / conference events. • Own the unified event calendar across community, trade show, and webinar programming, setting cadence, identifying topics, securing speakers, and managing logistics end to end. • Source and prepare customer speakers and panelists, partnering with CSMs to identify strong candidates and coach them through content preparation. • Manage all event promotion, registration, and attendance — partnering with Marketing on outreach strategy and creative assets. • Facilitate live events confidently and professionally, serving as host and moderator for virtual and in-person sessions. • Manage event lead attribution and follow-up, and track budget spend versus ROI with the VP of Marketing. • Create, curate, and maintain a library of community content and resources, slide decks, session recaps, recordings, resource guides, newsletters, and post-event materials, organized by audience and topic for easy reuse. • Develop content that reflects diverse customer segments: role-based (admin, staff, clinical, executive), topical (compliance, workforce, technology), and location-based audiences. • Partner with Marketing to ensure community content is consistently on-brand and amplified through appropriate channels. • Support the successful operation of the Advisory Council: meeting logistics, agendas, communications, follow-through on action items, and ensuring feedback reaches Product, CX, Marketing, and Leadership. • Coordinate Advisory Council member recruitment, onboarding, and ongoing engagement, in partnership with the CCO. • Prepare briefing documents, discussion materials, and recaps between sessions. • Partner with Customer Success Managers to identify compelling customer stories and testimonials, flag adoption challenges worth addressing in community programming, and source speakers and subject matter experts. • Collaborate with the Product team to incorporate roadmap updates, feature highlights, and product feedback loops into community programming. • Partner with Marketing to keep community content on-brand and effectively amplified across company channels. • Partner with Sales to hand off qualified event leads and align on trade show and target-account strategy. • Collaborate with the Training Specialist to align community education programming with formal training initiatives and customer certification efforts. • Develop and maintain the IMPACT Community strategy, including audience segmentation, programming mix, engagement model, growth targets, and national/regional event expansion. • Identify and evaluate opportunities to highlight Impruvon's pharmacy and EHR partners within community programming. • Build scalable community infrastructure including event templates, playbooks, speaker guides, and process documentation.

• Build and maintain features across our full stack (Ruby on Rails, React, Flutter), taking end-to-end ownership from initial design through production. • Act as a product-minded partner, translating complex user needs—often in early or ambiguous stages—into intuitive, technically sound solutions. • Operate with high autonomy, driving architectural decisions and navigating ambiguity to solve impactful engineering challenges. • Elevate our engineering culture by setting high standards, mentoring teammates, and simplifying processes to help the team move faster as we scale. • Proactively balance feature velocity with long-term system health by identifying and addressing technical debt before it becomes a bottleneck. • Prioritize pragmatic simplicity, ensuring we build only what is necessary to validate assumptions and deliver value, while resisting complexity that hinders agility. • Ensure the reliability and performance of our critical systems by taking ownership of production issues and implementing sustainable fixes.

• Maintain visibility across active product initiatives, roadmap commitments, strategic projects, and major enhancements • Track initiative progress and maintain accurate roadmap status information • Document roadmap changes, key decisions, dependencies, risks, and action items • Help ensure stakeholders have visibility into upcoming initiatives, timelines, and changes • Assist Product leadership with roadmap planning activities and roadmap communication • Maintain tracking of product goals, objectives, key initiatives, and action items • Monitor progress against commitments and help identify areas requiring follow-up • Prepare status updates, reports, dashboards, and planning artifacts for Product leadership • Help ensure product efforts remain aligned with company priorities and planned objectives • Create visibility and transparency across product initiatives and organizational priorities • Coordinate activities across Product, Engineering, Customer Success, Operations, Sales, and other stakeholders • Facilitate communication regarding priorities, releases, roadmap changes, dependencies, and action items • Follow up on commitments, outstanding tasks, and identified blockers • Help ensure stakeholders remain informed and aligned on product initiatives • Escalate concerns, delays, or risks when appropriate • Support release planning activities across teams • Maintain visibility into release schedules, readiness requirements, and dependencies • Coordinate internal communication and rollout planning efforts • Partner with Product Specialists, Customer Success, and Operations to support successful feature releases • Help ensure teams are prepared for upcoming workflow changes and product enhancements • Maintain planning artifacts, status reports, dashboards, meeting notes, and product documentation • Document key decisions, action items, and outcomes from planning and product discussions • Help improve Product team processes, communication, and operational consistency • Identify opportunities to improve visibility, accountability, and organizational effectiveness • Support continuous improvement of Product operating processes and team workflows

• Maintain visibility across active product initiatives, roadmap commitments, strategic projects, and major enhancements • Track progress against roadmap objectives and help ensure product initiatives remain aligned with organizational priorities • Identify risks, dependencies, competing priorities, and potential impacts to roadmap commitments • Facilitate roadmap reviews, planning discussions, and roadmap updates in partnership with Product leadership • Help ensure stakeholders have visibility into upcoming initiatives, timelines, and changes • Support quarterly, annual, and strategic product planning activities • Track progress against product goals, objectives, and key initiatives • Help ensure product efforts remain aligned with company priorities and desired outcomes • Assist in measuring initiative progress and reporting on roadmap execution • Provide visibility into areas requiring attention, adjustment, or escalation • Help develop and improve Product operating processes, planning frameworks, reporting structures, and governance practices • Maintain planning artifacts, status reporting, dashboards, and product operations documentation • Identify opportunities to improve efficiency, visibility, accountability, and collaboration • Support continuous improvement of Product team processes and operating rhythms

• Serve as the first point of contact for customer questions and issues across the Impruvon platform and hardware products. Common support topics include: • Medication administration and eMAR: Questions and issues related to medication records, order display, scheduling, and administration workflows. • Pharmacy order assessment: Helping to resolve potential issues with incoming pharmacy order data. • Hardware devices: Ensuring connectivity, access, and operational issues with platform-connected hardware. • User access and account management: Login troubleshooting, working with external organizations to troubleshoot SSO-related issues. • Platform navigation and feature guidance: Developing a deep understanding of the platform to discover actual software bugs vs. user training gaps. • Respond to tickets, emails, and calls with empathy, professionalism, and a customer-first approach. Recognize when an issue reflects a deeper training need rather than a technical glitch and communicate that clearly and supportively to both the customer and the Customer Success Manager. Troubleshoot and resolve issues by following established processes, escalating complex or unresolved cases as needed. Take full ownership of customer cases until resolved or properly handed off. Ensure timely follow-ups and closure of support tickets within defined SLAs.

• Work closely with Customer Success, Operations, customers, and internal stakeholders to understand product feedback, workflow challenges, and enhancement requests • Document feature requests, bugs, workflows, and requirements clearly within Jira and related systems • Assist with backlog refinement, prioritization discussions, and ticket organization • Help define acceptance criteria and expected workflow behavior for new features and enhancements • Partner closely with Product leadership and Subject Matter Experts to ensure feature requests align with customer needs and product strategy • Serve as a day-to-day resource for Engineering by answering workflow, product behavior, and operational questions • Participate regularly in engineering discussions, sprint activities, and product reviews • Ensure requirements, edge cases, and workflow expectations are properly communicated during development • Help identify gaps, inconsistencies, or risks during implementation • Track bugs and feature requests through resolution to help ensure issues are properly communicated and nothing falls through the cracks • Perform User Acceptance Testing (UAT) for new features, enhancements, and bug fixes • Validate that delivered functionality aligns with documented requirements and real-world workflows • Assist with release coordination, internal communication, and readiness activities across Customer Success and Operations teams • Document testing outcomes, identified issues, and feedback for Engineering follow-up • Develop deep expertise in Impruvon workflows, operational processes, and customer use cases • Participate in customer discussions and workflow reviews to better understand operational needs and product fit • Help evaluate the impact, reach, and urgency of feature requests and workflow enhancements • Contribute to continuous product improvement through customer insight, workflow analysis, and operational feedback

• Serve as the dedicated CSM and primary point of contact for a single, high-complexity strategic partner organization spanning multiple providers and states, owning the full customer relationship across software and services. • Manage relationships at every level of the customer organization, from executive sponsors and program leadership at the umbrella level to department leads, site administrators, and end user staff across each provider location. • Lead and manage a complex, phased platform implementation spanning multiple provider organizations across multiple states, including: • Multi-phase project planning, milestone tracking, and cross-functional coordination across internal teams (integrations, technical support, product) and customer stakeholders • Site-by-site rollout planning and go-live sequencing across provider locations and states • Platform configuration and customization across multiple sites and user groups • Quality assurance (QA) and go-live readiness validation per site • Training, onboarding, and adoption support for end users across all provider sites • Go-live achievement and post-launch stabilization, ongoing optimization and support • Own the commercial health of the account, including renewal, upsells, and expansion opportunities across the umbrella organization and its member providers. • Lead executive engagement, including regular cadence calls, Executive Business Reviews (EBRs), data-driven success reporting, and product updates tailored to the umbrella organization and individual providers. • Collaborate closely with product and integrations teams to advocate for the customer’s needs, surface feedback, and contribute to roadmap priorities informed by real-world use cases. • Monitor and drive customer success outcomes including adoption, product utilization, customer health, satisfaction, and measurable ROI, using data to guide proactive interventions and strategic recommendations. • Travel to customer sites across multiple states is required to support in-person training, go-live events, and executive relationship development. Frequency will vary based on implementation phase and customer needs. Estimated 25-40% during active implementation phases. • Contribute to the scaled customer experience vision by sharing learnings from this strategic engagement to inform playbooks, processes, and best practices for the broader CX team. • Document interactions, feature requests, and customer feedback to inform roadmap and product development. • Represent Customer Success in executive-level engagements and strategic initiatives.

• Serve as the primary strategic owner of the State Contract, ensuring program success across participating providers and state partners. • Manage relationships with stakeholders across multiple levels including State agency leadership, executive sponsors, program administrators, provider executives and clinical leaders. • Own full-stack customer success support across software, hardware, and services for the enterprise program. • Lead large-scale program deployments and implementations including: • Program planning and coordination • Cross-functional collaboration with Product, Engineering, and Operations • Platform configuration and readiness • Quality assurance (QA) • Go-live execution and post-implementation optimization • Drive enterprise adoption and outcomes across the provider network. • Deliver executive-level communications including quarterly business reviews (QBRs), performance reporting, and program updates. • Partner closely with Product and Engineering teams to represent enterprise customer needs, capture feedback, and influence product roadmap priorities. • Ensure strong program performance across key success metrics including adoption, program health, satisfaction, and measurable ROI. • Lead and manage a team of 1–3 In-State Customer Success Managers supporting providers across the state. • Serve as the first point of escalation for customer issues and help resolve complex provider challenges. • Partner with the CCO on recruiting and hiring activities, including job description development, interview planning, and candidate evaluation. • Onboard and train new In-State Customer Success Managers, maintaining and improving onboarding guides and enablement materials. • Support the growth and development of team members through: • Regular 1:1 meetings • Performance reviews • Individual development plans • Coaching and mentorship • Contribute to building a scalable Customer Experience organization capable of supporting continued enterprise and government program growth. • Act as the internal program leader for the state partnership, ensuring alignment between customer needs and Impruvon’s strategic goals. • Identify and implement operational improvements that scale the customer experience as enterprise programs expand. • Lead and support upsells and expansion opportunities within the enterprise program. • Document customer insights, feature requests, and program feedback to inform product development and roadmap planning. • Represent Customer Success in cross-functional initiatives and executive-level strategic discussions.

• Lead proposal execution post-solicitation • Use expertise and AI-enabled tools to deliver high-quality submissions • Coordinate with teams across growth, operations, and leadership • Support market surveillance and capture research • Drive proposal drafting and formatting using AI-assisted content generation • Manage proposal timelines and ensure high standards of formatting, compliance, and accuracy • Collaborate with Enterprise Sales on pipeline reviews and proposal planning • Maintain and improve reusable proposal and research content libraries

• Build, maintain, and improve production Flutter applications across iOS, Android, and Web • Ramp quickly in an existing codebase and contribute meaningful features early • Own substantial technical work end-to-end from implementation through release • Collaborate closely with product, design, and internal stakeholders to translate workflows into intuitive mobile experiences • Ensure performance, reliability, and scalability of the mobile application • Contribute to technical decisions and improvements in mobile architecture, code quality, and tooling • Integrate with backend services built in Ruby on Rails • Debug and resolve production issues with a strong sense of ownership and urgency