Uncountable Inc.

• Own Steady-State Customer Support • Serve as the primary point of contact for a portfolio of SMB and designated mid-market accounts, handling inbound questions, issues, and requests end-to-end • Triage, investigate, and resolve support tickets with urgency and precision • Communicate with customers clearly, empathetically, and proactively — always putting their success first and never leaving an issue in an undefined state • Troubleshoot and Escalate Effectively • Investigate platform behavior, configuration issues, and data problems across a range of customer environments • Identify when an issue requires engineering involvement and draft clear, actionable escalation summaries that enable fast resolution • Follow escalated issues through to closure, maintaining customer-facing transparency throughout • Collaborate with the SI and Engineering Teams • Work closely with Scientific Implementation Associates and Managers to ensure smooth continuity between active implementation engagements and steady-state support • Surface recurring issues, systemic bugs, and friction points to internal product and engineering teams — advocating for fixes rather than workarounds • Contribute to support tooling and workflow improvements, including standardized ticket structures, phase workflows, and Slack-based notification integrations • Be Proactive, Not Reactive • Monitor account health across your portfolio and flag early warning signs before they become escalations • Anticipate the follow-up question, not just the one that was asked • Document ticket history, resolution steps, and account-specific context meticulously — so knowledge is shared, not siloed

• Lead scientific implementation of the Uncountable platform • Restructure and contextualize customer data • Use real-world customer experience to drive product development • Collaborate with customer success and sales team for data templates and scientific workflows • Lead meetings and demos with new customers • Take ownership of the implementation process for new customers

• lead scientific implementation of the Uncountable platform • restructure and contextualize customer data • use real-world customer experience to drive product development • work with both the customer success and sales team to configure data templates and scientific workflows • lead meetings and demos with new customers, running scientific due diligence • take ownership of the implementation process for new and potential customers

• Support the Partnerships Director in managing and developing relationships with US-based strategic partners. • Coordinate with the sales team to connect partners to relevant opportunities and assist in joint go-to-market activities. • Assist in onboarding new US partners, ensuring they understand Uncountable’s solutions, positioning, and sales process. • Support partner enablement by organizing training sessions, sharing best practices, and facilitating communication between partner teams and Uncountable’s internal teams. • Collaborate with Marketing to develop co-branded materials, joint case studies, and event participation strategies. • Help maintain engagement with US-based SIs, Global Consultancies, and Implementation & Managed Service Providers to align on customer needs and market trends. • Track partner activity, pipeline, and feedback to inform strategy and improve outcomes. • Travel up to 25% to join partner meetings, attend events, and support joint sales efforts in the US.

• Design, implement, and maintain Uncountable's Quality Management System (QMS) aligned to relevant standards (ISO 9001, ISO 13485, 21 CFR Part 11, GAMP 5, etc.) • Develop and maintain quality documentation including SOPs, work instructions, validation protocols (IQ/OQ/PQ), and quality plans • Lead software validation efforts to support customers in regulated environments (pharma, biotech, medical devices, and beyond) • Partner closely with Sales and Customer Success to help win deals in validated environments by responding to quality questionnaires, RFPs, and audit requests • Support customer audits and inspections; serve as the internal SME on quality and compliance topics during customer conversations • Own our supplier quality process, including third-party vendor assessments • Identify and drive continuous improvement initiatives across internal processes • Build quality training programs and foster a quality-first mindset across the organization

• Work with Uncountable's engineering team to synthesize data from external regulatory, environmental, and chemistry data providers into actionable information for its end product • Evaluate, onboard, and manage ingredient and regulatory databases • Translate regulatory requirements into clear data models, rules, and customer-facing workflows • Ensure data accuracy, traceability, and regulatory relevance over time • Serve as the internal expert on regulatory data across Product, Engineering, and Customer teams

• Plan, execute, and maintain software validation activities in accordance with company procedures and applicable regulations (e.g., GxP, FDA, ISO, as applicable). • Author and maintain validation documentation, including validation plans, risk assessments, test protocols, test reports, and traceability matrices. • Review system requirements, design specifications, and user stories to ensure they are testable and appropriately controlled. • Execute and/or review functional, integration, regression, and user acceptance testing. • Support change control activities by assessing validation impact and updating documentation as needed. • Collaborate with Engineering and Product to identify risks early and ensure quality is built into the development process. • Participate in audits and inspections by preparing documentation and supporting responses. • Continuously improve validation processes, templates, and tools to increase efficiency and scalability.