• Assist in identifying and researching potential strategic partners that align with SmartCommerce's growth objectives. • Support the education, onboarding and integration of new media partners coordinating with internal teams (Product, Engineering, Sales, Marketing) to ensure a positive experience with our technology. • Support the onboarding and integration process for new partners, coordinating with internal teams (Product, Engineering, Sales, Marketing) to ensure smooth transitions. • Serve as a key operational contact for assigned strategic partners, managing ongoing communications, addressing inquiries, and facilitating resolutions to operational challenges. • Drives retention and growth among strategic media partners by understanding their business needs and helping them succeed. • Provide media partner-facing materials, including presentations, training guides and best practice documentation as developed by Marketing. • Develop and maintain partner-facing materials, including presentations, training guides, and best practice documentation. • Track and report on key partnership metrics and performance against agreed-upon KPIs, providing regular updates to the Director, Partnerships. • Coordinate and support joint marketing and sales initiatives with partners, ensuring alignment and effective execution. • Facilitate regular check-ins and review meetings with partners to discuss performance, identify opportunities, and address concerns. • Assist in the negotiation and renewal of partnership agreements, ensuring terms are favorable and relationships are strengthened. • Gather feedback from partners and communicate insights internally to inform product enhancements and strategic planning. • Stay informed about industry trends, competitive landscape, and emerging technologies relevant to SmartCommerce's ecosystem and potential partners. • Maintain accurate and up-to-date records of partner interactions and activities within the CRM system

• Build and Scale Global Support • Design and implement Unstructured’s global support strategy, operating model, and coverage plan across time zones. • Hire, onboard, and manage small regional support teams in the Americas, EMEA, and APJ. • Define clear roles, on‑call rotations, escalation paths, and follow‑the‑sun coverage. • Establish a strong team culture focused on ownership, customer empathy, and operational excellence. • Own Enterprise Support Operations • Build and run day‑to‑day support operations, including ticket triage, prioritization, SLAs/SLOs, and customer communications. • Act as the senior escalation point for complex or high‑severity customer issues. • Ensure consistent, high‑quality support experiences across regions. • Partner with Security, Legal, and Compliance teams on customer incidents and enterprise requirements. • Define Processes, Tooling, and Metrics • Review and evaluate existing support tooling (e.g., ticketing, on‑call, knowledge base, customer communications). • Define and track key support metrics (e.g., response time, resolution time, customer satisfaction, backlog health). • Create runbooks, incident management processes, and post‑incident review practices. • Build internal and external knowledge bases to scale support efficiency. • Partner Cross‑Functionally • Work closely with Engineering to drive efficient debugging, root‑cause analysis, and durable fixes. • Establish strong feedback loops with Product to surface recurring issues, feature gaps, and customer insights. • Collaborate with Sales and Customer Success on onboarding, renewals, and enterprise escalations. • Support pre‑sales and onboarding motions by defining support expectations and readiness for enterprise customers. • Be Hands‑On When It Matters • Jump into tickets, incidents, and customer calls as needed—especially early on and during critical events. • Lead major incident responses, including customer updates and internal coordination. • Set the standard for technical depth, responsiveness, and customer trust.

• Act as the primary partner for assigned business function client groups and serve as a strategic advisor on complex compensation matters • Partner with People Business Partners (PBPs), business leaders, and managers to design compelling, scalable compensation solutions • Collaborate with PBPs, Talent Acquisition, Finance, and other internal stakeholders to ensure seamless execution of compensation programs • Partner across the compensation team to manage the job and compensation structure related to your client groups • Conduct quarterly and ad-hoc analyses ensuring external competitiveness, internal equity, and legal compliance • Conduct modeling and analysis on all aspects of compensation which may include building analytical models that predict or identify compensation related issues • Lead the efforts to review global pay gap reporting, and compliance with emerging regulations • Develop and deliver efficient and effective presentations to influence decision making • Partner with Talent Acquisition and PBPs on new hire offers and internal mobility • Partner with HRIS, Payroll, and Equity teams to ensure proper transmission of payment and award data

• Provide specialized telephonic case management for complex and catastrophic Workers’ Compensation claims • Direct injured employees to appropriate specialty care while maintaining a strong focus on cost containment • Monitor, analyze, and coordinate high-quality, timely, and cost-effective medical treatment • Perform comprehensive medical assessments and develop individualized, outcome-focused case management plans • Facilitate communication among injured workers, employers, adjusters, providers, insurers, and other stakeholders • Identify barriers to recovery and proactively develop strategies to address them • Monitor vendor performance and ensure quality delivery of medical services • Track, evaluate, and document treatment plans, outcomes, and recovery progress in the case management system • Assess and document return-to-work capabilities and identify modified or alternative duty options when appropriate • Manage cases in compliance with state-mandated treatment guidelines, utilization criteria, and evidence-based protocols applicable to the date of injury • Create, edit, and revise correspondence and case documentation • Utilize utilization review tools when indicated, including prospective, concurrent, and retrospective review, and physician advisor consultation • Educate injured workers and families on treatment plans, recovery expectations, and care coordination • Maintain strict confidentiality of all medical and case information in accordance with state and federal regulations • Serve as a patient advocate while adhering to all legal, ethical, and regulatory standards • Negotiate provider fees or refer cases to alternate vendors when appropriate and compliant with statutory requirements • May provide guidance or informal leadership to less-experienced staff • Perform other duties as assigned