• The Service Delivery Manager works proactively with priority customers to ensure their ChargePoint support programs are delivered successfully. • Owns the support relationship with the customer, in partnership with the rest of the account team. • Responsible for customer satisfaction, creating promoters and loyal customers. • Ensures effective resolution of escalations by serving as a point-of-contact to the customer and as a customer advocate to internal teams.

• Lead, mentor, and manage a team of clinical managers and clinician skip level reports to deliver exceptional mental health support to the members we serve • Interview, hire, onboard, train, deliver feedback, and support the professional growth of team members • Foster a connected team and facilitate best practice adoption • Monitor quality of service delivery for the clinical team under your leadership and deliver continuous feedback and coaching to grow your team’s skills and performance • Lead and manage large-scale clinical programs • Serve as a clinical Subject Matter Expert (SME), collaborating with teams across Implementation, Customer Success and Business Intelligence to optimize programs and processes • Oversee Standard Operating Procedure (SOP) development, review, and approval • Contribute to clinical policies, productivity benchmarks, and operational models • Identify and drive process improvement initiatives • Develop strong relationships with customer success partners and other internal stakeholders • Communicate strategic updates to leadership and contributors as needed • Demonstrate strong professional presence, build trust with customer stakeholders, and maintain strong program health • Address escalations and concerns in partnership with leadership and customer stakeholders

• Develop and execute a scalable ABM strategy aligned to go-to-market priorities and revenue goals. • Define and manage target account segments (strategic, named, and programmatic) in partnership with Sales and RevOps. • Build account plans, buying group strategies, and messaging frameworks for priority accounts. • Plan and launch multi-channel ABM campaigns across email, paid media, website personalization, events, direct mail, and sales plays. • Partner with Content and Product Marketing to tailor messaging by persona, industry, and account maturity. • Orchestrate coordinated marketing and sales touchpoints into cohesive account experiences. • Act as the primary ABM partner to Sales and SDR teams. • Enable Sales with account insights, intent signals, campaign context, and ABM playbooks. • Support account planning, deal acceleration, and expansion initiatives with targeted programs. • Define and track ABM success metrics including account engagement, pipeline influence, deal velocity, and revenue impact. • Build dashboards and reporting to communicate ABM performance to Marketing and Sales leadership. • Continuously test, learn, and optimize campaigns based on performance data and sales feedback. • Own and optimize ABM-related tools and platforms (e.g., CRM, marketing automation, intent data, ABM advertising platforms). • Partner with RevOps to ensure clean data, account alignment, and accurate attribution. • Document processes and build repeatable ABM playbooks as the program scales.

• Ensures team adherence of all onboarding processes, policies and procedures • Identifies opportunities for coaching and/or process improvements • Champions change and follows through • Uplevels team member skills and capabilities through the execution of Professional Growth and Career Path Plans • Manages team capacity and resource assignments for projects based on requirements, timelines, and team member experience • Conducts regular status meetings with team and utilizes reporting throughout the onboarding lifecycle to ensure projects are completed on time and accurate • Set priorities for team and collaborates with cross-functional department leaders ensuring alignment and communicating out expectations • Determines needed product enhancements to advance the company’s business objectives or specific client needs • Consults on regulatory and compliance concerns and provides recommendations for company best practices • Executes mitigation plans for any negative customer experience and/or financial impact through root cause analysis and issue tracking • Assists with strategic goal planning and monthly KPI targets