• Serve as the principal Client Relationship Manager for clients, ensuring client are met and satisfaction is maintained • Lead client and fund onboarding efforts, managing resources and deadlines for smooth integration • Facilitate check-ins with clients, promote relevant services, and respond promptly to client requests • Analyze client and operational metrics, recommending improvements to enhance service delivery • Conduct thorough reviews of financial reporting packages and statements to ensure compliance with accounting standards • Oversee teams to ensure Pinnacle standards for accuracy, efficiency, and timely financial reporting are consistently met • Lead or contribute to strategic projects aligned with company growth • Monitor financial metrics such as budget versus actuals to ensure effective resource allocation and operational efficiency • Plan team resources and workload allocations in line with business demands, proactively developing skills and infrastructure for high performance • Provide coaching, training, and feedback to support employee growth and engagement • Work with teams to set performance goals, conduct quarterly and annual performance appraisals in line with Pinnacle’s performance management process • Participate in recruitment and talent development initiatives to build effective teams

• Analyze customer feedback and behavioral data across multiple sources (surveys, transcripts, product usage, revenue, journey analytics) to uncover trends, patterns, and experience drivers. • Develop reporting artifacts, visualizations, and dashboards that highlight key customer insights across lifecycle stages, personas, and segments. • Ownership of 1-2 flagship quarterly reports, such as NPS reporting or Win-Loss reporting and leadership in the development of ad hoc and topline reporting. • Perform text and sentiment analysis on open-ended feedback to identify recurring themes and quantify qualitative data at scale. • Collaborate with the Operations function within Voice of Customer to ensure that data pipelines, integrations, and tagging structures enable clean and consistent analysis.

• Drive development of scorecards annually; collaborate across the organization to establish performance measures for strategic initiatives and overall business performance • Own process for ensuring scorecards are updated accurately and on time monthly while delivering strong business insights • Understands and mines data from systems to support metric delivery. Monitors efficacy of metrics for measuring performance and makes recommendations on changes as needed to senior leadership • Surfaces gaps in performance vs strategic metrics; works with teams to identify root causes and solutions • Estimates and forecasts market size; estimates market shares • Develops financial models in support of strategic initiatives as needed • Participates in strategy development and creation of business plans for new initiatives • Conducts competitive and market research as needed • Any other task assigned to support company strategy development and execution assigned

• Lead NCC’s Agent Onboarding and Contracting departments, owning strategy and execution • Build, coach, and retain a high-performing, results-driven team • Ensure agents move efficiently from recruitment to contracted and ready-to-sell status • Oversee quality control, accuracy, and compliance of contracts and appointments • Maintain compliance with CMS, carrier, state licensing, E&O, TPMO, and regulatory requirements • Partner cross-functionally with Recruiting, Sales Development, Marketing, Operations, and Legal • Serve as subject matter expert for Salesforce CRM onboarding and contracting workflows • Drive continuous improvement, workflow optimization, and automation initiatives • Manage escalations and resolve agent and carrier issues with an agent-first mindset • Track operational metrics and deliver actionable performance reporting • Manage vendor and carrier contracting relationships • Support scalable growth and future expansion initiatives