• Define and execute the strategic vision for customer adoption, expansion, and advocacy. • Establish frameworks and KPIs for measuring expansion, adoption, value realization, and advocacy impact. • Bring customers from both sides of our recent acquisition into one unified community and adoption journey. • Build marketing programs that drive product adoption and drive cross-sell and upsell, from onboarding to advanced use cases. • Partner with Customer Success to provide best practices content, playbooks, benchmarking, and success metrics. • Own customer communication channels (campaigns, email, community hub, webinars, user groups) to drive measurable results. • Design and scale high-impact programs such as Customer Advisory Boards, Technical Advisory Boards, executive forums, and events. • Champion and lead one direct report to own the advocacy function. • Set the vision for our customer advocacy engine, turning happy users into public champions through speaking opportunities, case stories, and community contributions. • Coach and support customers to confidently share their stories on stage, in media, and with analysts. • Build and nurture executive relationships with customer champions, developing them into long-term advocates.

• Make a difference where it truly matters—supporting some of Pennsylvania’s most vulnerable residents living in long-term care and licensed settings across the Commonwealth. • As a Workload Manager, you’ll play a vital behind-the-scenes role in protecting health, safety, and dignity by ensuring concerns are taken seriously, investigated thoroughly, and resolved effectively. • This position offers the rare reward of blending purpose-driven public service with analytical, investigative, and leadership responsibilities. • Every complaint reviewed, system improved, and report generated directly contributes to safer environments and stronger accountability for providers serving older adults and individuals in care. • In this role, you’ll collaborate with licensing staff, law enforcement, and state partners to manage complaint and incident tracking systems, prioritize investigations, coordinate inspections, and support enforcement actions when needed. • You’ll use data, research, and policy analysis to strengthen programs, guide staff, and improve statewide systems—turning information into action that protects people.

• Conducts program and information system analysis on a statewide basis. • Assists in implementation of enforcement orders, such as emergency closure orders and prohibition of access orders. • Schedules and coordinates all licensed setting inspections for the region. • Conducts meetings with licensing staff for scheduling and other matters. • Oversees the regional fines management system, reviewing, and evaluating corrective action plans and monitors the implementation. • Conducts onsite inspections for verifying corrective action plans. • Coordinates referrals and criminal investigations with law enforcement agencies, including state and local police and Office of the Attorney General. • Reviews content of incident reports and complaints. • Follows-up with providers and complainants as needed for additional information. • Assesses and assigns priority levels for complaints and incident reports received. • Assigns complaint/incident inspections to the Licensing Representatives/Technicians for further investigation. • Files incident reports and other licensing documents or scans such documents to electronic records. • Designs and conducts research studies relating to licensed settings. • Assists in data entry and data analysis relating to licensed settings. • Takes complaints and enters them into the complaint tracking system. • Enters incident reports into incident tracking system. • Generates weekly and monthly reports and ad hoc reports using data collection methods and tools; prepares tables and graphs from analysis for inclusion in Departmental statistical reports. • Ensure data integrity through regular monitoring of database systems. • Organizes and analyzes data which may involve reviewing regulator information or applying statistical methods to analyze data in order to draw conclusions, make recommendations, and suggest system improvements and program alternatives. • Reviews, analyzes, and recommends revisions to existing and proposed policies, regulations, and procedures. • Coordinates the maintenance of information technology applications to support program operations. • Responds to inquiries from providers, other state and local agency officials, consumers, Department licensing staff, and Department program offices. • Oversees the usage of equipment for the region; coordinates all necessary equipment needed to conduct presentations and training provided in the regional office. • Provides guidance and direction to licensing representatives/technicians in the regional office regarding complaint and incident information and their respective tracking systems.

• Motivation anhand deiner Ziele und deren Beibehaltung im Blick • Maximal Vertrauen und Flexibilität bei der Gestaltung deines Alltags • Kreativ in der Ansprache deiner Kund:innen und Interessent:innen • Platzierung des Portfolios der GISA für ganzheitliches Accountmanagement • Einbeziehung von Servicemanagement- und Fachabteilungen für 360 Grad Customer Success • Unterstützung bei administrativen Vertriebstätigkeiten und Angebotsprozessen