• Provide proactive and reactive post-implementation support to NICE customers • Maintain a strategic relationship across all client business units • Manage critical issues, problems and requests related to escalations • Focus on escalation management, Technical Communication, driving resolution • Understand full solution NICE & 3rd party integrations for designated accounts • Analyze support activity and SR trends for the assigned account • Facilitate problem resolution across NICE internal teams • Establish relationships and effectively communicate with key members of Customer’s technical team • Identify barriers to product adoption and partner with teams to optimize Customer success • Develop, implement and maintain standard practices for designated accounts • Oversee the transition phase from Client Services to Customer Support • Act as back up for Support Managers as directed • Mentor and coach Engineers from a technical perspective • Communicate and advocate customer requirements and concerns to product management team • Lead Root Cause/Best Practice sessions with Customers and internally

• Responsible for delivering the sales objectives of the company and for the management of a team of field-based territory managers. • Ensures that all direct reports are performing their duties, as required, providing a professional and knowledgeable interface with the healthcare community. • Works closely with the National Sales Director along with the training and marketing teams to ensure sales team has the tools, support, and education needed to perform optimally. • Instills Credo values, leads with integrity, and enforces all Company policies. • Partners with employees to maintain their professional development plans; holds employees accountable for following through on professional development commitments. • Utilizes performance management processes and tools to assist in activity planning and accountability. • Follows corporate sales direction and leads team to meet and exceed objectives and metrics. • Collaborates with internal partners to assist in the facilitation direct reports’ work. • Engages with key customers and accounts to drive the sales of the overall product portfolio.

• Responsible for providing proactive intervention and coordination of care to eligible Vaya Health members • Work with the member and care team to identify and alleviate inappropriate levels of care or care gaps • Supports and may provide clinical transition planning assistance to state and community hospitals • Ensure the development of a Care Management Crisis Plan for members tailored to their needs

• Leads project planning and execution activities to integrate technical work across teams and deliver organizational objectives • Implements SIOP proposals, reports, and findings to support operational decision-making and continuous improvement • Creates, maintains, and interprets reports; provides secondary approval for expenditures; enforces company policies; and makes initial decisions regarding the purchase of materials and services based on spending requirements • Provides technical guidance and configuration management oversight to engineering teams for a variety of tasks • Leads the development of business and strategic planning processes that define long-term organizational direction, growth and operational efficiency • Guides the establishment of short- and long-term organizational goals, objectives, policies, and operating procedures • Oversees the analysis, maintenance, and formatting of configuration data and design changes to ensure accuracy and usability • Ensures that configuration-controlled drawings, reports, and engineering documentation are complete, accurate, and compliant with standards • Manages contract labor purchase orders, ensuring alignment with project needs and budget requirements • Oversees outsourced records storage and retrieval services, including performing audits of configuration-controlled documentation • Collaborates with the Digital Technology Group to drive key system process improvements • Partners with drafting to meet customer requirements for timely and accurate change request implementation