• Own the client onboarding experience for new Health & Welfare implementations by gathering requirements, consulting on best practices, and collaborating with internal teams to address unique client needs. • Lead and project manage the discovery phase for new Health & Welfare client implementations to achieve individual, team, and company goals. • Guide clients and internal teams through defining and documenting requirements by reviewing source documents such as Legal Plan Documents, SPDs, and HR materials. • Identify and document plan administration requirements, including: • Benefits Class Matrix • Plan Requirements Templates • Rates • Permissions • Field Options • Site Text • Demographic and benefit data import files • Vendor and payroll export file requirements • Proactively consult clients on industry best practices and system/process changes needed to achieve their goals. • Research and recommend system enhancements and assist Product Managers and Developers with enhancement specification development. • Lead client-facing meetings, including kickoff, requirements gathering, requirements review, and other implementation touchpoints. • Identify and mitigate project and staffing risks; escalate appropriately. • Manage timelines with internal implementation teams and external client stakeholders. • Ensure that requirements are collected and finalized for all services included in scope. • Manage client expectations by anticipating issues, communicating turnaround times, and escalating changes in scope or services as needed. • Partner with internal teams to ensure all scoped services are accounted for in the requirements process. • Stay current on industry trends and recommend enhancements to the company’s client service approach. • Develop and implement strategies to improve client and broker satisfaction. • Assist with sales and marketing efforts as needed. • Act as a coach and mentor to others within the organization.

• Own and evolve the commercial data vision & roadmap across EMEA and LATAM • Establish trusted data foundations across sales, marketing, medical, and market access • Lead Commercial MDM and Customer 360 platforms & efforts • Integrate CRM, ERP, marketing, and educational platforms into a single source of truth • Develop and activate field enablement tools • Serve as the business owner for MDM, C360, and Veeva CRM and Sales Planning & Operations platforms • Build and drive data governance & stewardship • Collaborate with finance, IT, and Global Commercial Excellence to integrate and govern data, systems, tools, and reporting & insights • Create standardized reporting frameworks, dashboards, and self-service BI tools

• Coaching and Development – build & maintain a highly engaged & high performing operational team • Ability to accurately assess talent against expectations of the role and cultural engagement • Drive high employee engagement and retention by maintaining and creating a positive working environment • Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team • Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team • Conduct performance reviews on direct reports • Operational Leadership – Complete accountability of Operational delivery of Customer Account(s) • Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals • Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team • Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies • Participate in recruiting processes • Assist in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews • Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action • Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance • Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals • Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions • Be the point of contact for Supervisors, and Sr. Manager and or leader in their absence

• Guide customers through renewal processes, achieving success for both the customer and Ashby. • Lead renewal cycles and manage contract inquiries for Ashby’s largest customers. • Own complex negotiations and collaborate across various internal teams. • Manage multi-threaded enterprise renewals involving procurement, legal reviews, and multiple products. • Develop deep product fluency to position Ashby’s platform credibly at renewal time. • Build and maintain trust with customers, proactively addressing concerns.