Progyny, Inc.

• Configure and validate client benefit setups, including Benefit Orders, Benefit Products, Member Products, and Member Health Plans. • Execute tasks such as eligibility file configuration and testing, SFTP setup, PCA portal setup, stopgap rule creation, data warehouse integrations and system updates. • Configure new products, carrier integrations, and benefit enhancements as they are introduced. • Ensure clients are fully prepared for go-live by validating claims processing readiness and setup accuracy via audits. • Perform post go-live and post rollover validation, including claims QA and issue remediation. • Support ongoing adjustments related to benefit changes, rollovers, and operational issues. • Partner with Onboarding Managers and Solutions Managers to receive handoffs and execute technical components of new client onboarding and existing client changes. • Collaborate with Product, Engineering, and other cross functional teams to manage technical implementation work and track progress through ticketing systems. • Support plan year rollovers and system updates for existing clients in support of Client Success. • Maintain configuration tools, documentation, and workflows to improve consistency and scalability. • Contribute to process improvements based on retrospectives and operational learnings. • Support operational initiatives related to billing, claims resolution, and implementation process improvements.

• Own the member relationship by educating members about Progyny and their personalized benefits, empowering them to make informed decisions and optimize their care journey. • Onboard new members by capturing demographic information, confirming eligibility, and providing detailed benefit guidance using internal systems and resources. • Deliver concierge-level member support through phone, email, and secure messaging interactions. • Respond to member inquiries with empathy and accuracy, providing high-quality solutions to meet member needs. • Partner cross-functionally with internal teams to resolve complex inquiries, escalations, and member issues. • Serve as a liaison between members and fertility clinics, including assisting with appointment scheduling and care coordination. • Maintain accurate documentation and demonstrate strong attention to detail when managing member cases. • Participate in ongoing learning and development opportunities to deepen expertise and contribute to continuous improvement

• Present clear, data-driven value stories that demonstrate solution performance and uncover actionable insights for key clients. • Articulate Progyny’s value to diverse stakeholders, including senior executives, brokers, and consultants. • Use financial models and insights to support renewals and upsell opportunities, refining reports to align with client needs. • Develop and execute tailored strategic plans for client retention and growth, focusing on upselling new product lines and strengthening partnerships. • Proven success in managing expectations and working with internal executive teams to align strategies and deliver client satisfaction. • Build and maintain strong, multi-level relationships with employers, brokers, and consultants, acting as a trusted advisor and healthcare consultant. • Address and resolve client challenges proactively, working collaboratively across teams to implement sustainable solutions. • Define and achieve key KPIs, including retention, satisfaction, and sales performance metrics, to drive client and organizational success. • Conduct regular virtual and in-person meetings with clients and consultants to align on goals, address challenges, and maintain strong relationships. • Travel 25% to meet with clients and stakeholders, ensuring alignment and satisfaction.

• Build and manage a strong sales pipeline while consistently closing deals and exceeding quarterly and annual sales targets • Act as a trusted consultant and advisor to benefits executives and healthcare consultants, gaining insights into prospects' pain-points and buying needs • Deliver compelling presentations and become an expert on Progyny’s family building and women's health product • Collaborate with internal teams to gather prospect feedback and help shape the product roadmap • Provide exceptional customer service in a fast-paced environment • Forecast accurately and work collaboratively with team members • Understand the competitive landscape and position Progyny’s benefit offering to drive new business

• Manage the end-to-end client lifecycle for a growing portfolio of large and small health plan clients while driving onboarding, engagement, and the demonstration of value • Partner with the Implementation team during handoff to Customer Success by establishing a working cadence with health plan clients, highlighting dependencies, aligning marketing plans, etc. • Gain a comprehensive understanding of the health plan strategy and operational model to effectively support and manage multiple employers within the health plan partnership • Partner with the health plan to develop measurable goals and define desired business outcomes for their relationship with Progyny. • Consult with clients to ensure alignment with Progyny’s Marketing Best Practices and collaborate with Progyny’s Marketing team to define and execute a comprehensive member engagement strategy that meets contractual commitments • Resell the value of Progyny’s services, products and solutions, identifying and cultivating upsell opportunities consistently seeking opportunities to expand and deepen the relationship • Deliver recurrent business reviews demonstrating progress towards and achievement of shared success measures, including member engagement, utilization, clinical impact, PGs and ROI, while demonstrating a strategic command of clients’ organizational goals, structure, products, services, and markets • Develop payor account plans by estimating total opportunity, defining key goals and milestones, and recommending focus areas for success • Advocate for the needs of our customers internally, by coordinating strategy and issue resolution across teams to maintain exceptional client satisfaction scores

• Establish, cultivate and manage the customer relationship at multiple levels, serving as a healthcare consultant and trusted business advisor and deliver customer-centric solutions • Build relationships with consultants and brokers, recognizing the value they bring to our clients • Successfully manage upsells of new product lines and renewals of current clients • Effectively plan, negotiate and influence the interactions and relationships with customers, their brokers / consultants and internal team members to achieve strategic account goals • Deliver regular reporting to customer including plan performance and service results • Create and clearly articulate the value story, trend drivers and tracking of solutions performance to the customer • Develop a strategic plan for a mid-market size book of business to efficiently meet role objectives

• Contribute to and help manage the member experience product roadmap, aligning with product leadership and cross-functional partners on priorities and timelines. • Partner with Product, Design, and Engineering team members to ideate, prioritize, and deliver solutions that will improve engagement, satisfaction, and utilization across web and mobile. • Define and track product and usage metrics to measure success and inform ongoing improvements to the member experience. • Define digital measurement plans and performance reporting for new feature launches, applying a data-informed, test-and-learn mindset. • Conduct internal and external research to identify new opportunities for improving the member experience and support recommendations with data and insights. • Participate in continuous discovery and user feedback to uncover unmet needs and refine the holistic member experience including both digital self-service and high-touch human interactions. • Collaborate closely with stakeholders across Product, Marketing, and Operations to ensure strong alignment and consistent communication.

• Own and evolve the end-to-end contracting function across all agreement types (client, provider, vendor, and partner) • Design, implement, and continuously improve scalable contracting processes, governance, and service models • Establish clear SLAs, prioritization frameworks, and performance metrics for contracting activities • Drive operational excellence across the full contract lifecycle, from intake through execution • Work with legal operations to oversee and optimize the contract lifecycle management system (Ironclad), including workflows, intake processes, templates, and reporting • Ensure accurate tracking, visibility, and reporting on contract volume, cycle times, and bottlenecks • Review, structure, and negotiate complex or high-impact agreements across all contract types • Ensure alignment with company risk tolerance, legal standards, and commercial objectives • Own the development and continuous improvement of contract templates, playbooks, and standard language • Build strong relationships with stakeholders across Sales, Provider Relations, Partnerships, Legal, Finance, and Operations

• Own and evolve the product strategy for provider network technology, interoperability, clinical data exchange, and partner integrations • Develop and maintain a multi-quarter roadmap aligned to business goals, client needs, provider partner needs, and technical strategy • Partner with Product, Engineering, Operations, and business leaders to prioritize investments that improve scalability, maintainability, provider experience, and operational efficiency • Balance strategic initiatives with tactical delivery needs, ensuring teams can deliver both near-term value and long-term platform capabilities • Lead product efforts related to EMR integrations, practice management software integrations, APIs, clinical data exchange, claims/utilization data, and provider-facing workflows • Ensure solutions align with healthcare interoperability standards and best practices, including HL7, FHIR, EDI, data privacy, security, and regulatory requirements • Partner with Engineering and Architecture teams to ensure products are built with flexibility, scalability, reliability, and long-term maintainability • Identify technical risks early, align stakeholders on tradeoffs, and communicate risks, dependencies, and decisions clearly to leadership • Guide discovery efforts with internal stakeholders, provider partners, and users to understand needs, pain points, and opportunities • Translate complex business, clinical, operational, and technical needs into clear product requirements, user stories, workflows, and acceptance criteria • Establish success metrics and KPIs to measure impact on provider experience, member outcomes, operational efficiency, data quality, scalability, and ROI • Use qualitative and quantitative insights to evaluate product performance and continuously improve solutions after launch • Facilitate alignment across technical and non-technical stakeholders, ensuring shared understanding of priorities, tradeoffs, and outcomes • Build strong relationships with provider partners and internal teams to support joint exploration, feedback loops, and successful adoption • Communicate product strategy, roadmap progress, risks, and outcomes clearly to leadership and cross-functional audiences • Grow, lead, coach, and mentor a team of product managers • Partner with other Product Leaders and Product Operations to help define and improve product management processes, frameworks, standards, and operating rhythms • Partner with Engineering leadership to align Agile execution models, delivery practices, and resource planning with the type of work being delivered • Champion strong product practices, including discovery, roadmap planning, backlog management, stakeholder communication, and data-driven decision-making

• Work in conjunction with engineering leadership to incorporate strategic objectives and define work plans and resource mobilization models for team • Ensure effective execution by self and team to achieve delivery objectives • Provide strategic input and influence with internal and external stakeholders in the domain of healthcare and general user interactions (web, mobile, omnichannel interaction) • Mentor junior engineers in modern software engineering models that focus on contract-first development, shift-left of design and test functions, and distributed software development and release collaboration models. • Mentor engineers and stakeholders in the development and deployment constraints and patterns for scalable platform digital experiences