• Oversee and manage a team of outreach and intake associates including, but not limited to: Training, onboarding and people management • Building processes in collaboration with Client Success to operationalize custom workflows for new clients • Delegation of tasks and responsibilities • Performance management and evaluations • Commission tracking • Dialer system and CRM / Google Sheets optimization • Sales coaching and development • Ensure compliance with client and CMS standards across all workflows • Ensure quality of each caller interaction in alignment with Isaac Health’s standards • Manage service level agreements (SLAs) and performance metrics including but not limited to: Managing individual campaign staffing • Tracking agreed-upon client metrics in collaboration with Client Success • Ensuring accuracy and compliance with all new patient workflows • Reporting on KPIs, including cancellation and conversion rates

• Guide customers through the adoption of Mangomint by managing their onboarding journey, documenting goals, providing product training via virtual meetings, and configuring their accounts for a smooth rollout • Leverage beauty/wellness industry knowledge to provide relevant guidance and build credibility with business owners • Identify and focus on accounts showing clear activation potential, investing energy where there's highest engagement • Connect Mangomint features directly to customer pain points and business goals • Confidently position Mangomint Payment Processing as a core part of activation, connecting it directly to customer business goals • Create tailored onboarding plans that prioritize the most valuable features first • Collaborate with cross-functional teams, including engineering, product, sales, and marketing, to continuously improve the onboarding experience and address customer feedback

• Onboard Mid Market Customers: Manage the onboarding process for a group of mid-market customers (6-100 shops), ensuring smooth implementation and adoption of Tekmetric software across all locations. • Develop and Manage Rollout Plans: Build out and execute detailed rollout plans to ensure successful implementation across all shops, customizing the approach as needed to accommodate customer needs and business objectives. • Customer Relationship Management: Develop strong, long-term relationships with key stakeholders at mid-market accounts. You’ll act as the primary point of contact for onboarding, ensuring customers receive ongoing support and guidance. • Cross-Functional Collaboration: Work closely with the sales, customer success, operations, and product teams to coordinate efforts and share feedback for continuous improvement in the onboarding process. • Implementation and Training: Provide detailed product demonstrations, implementation walkthroughs, and training to customers and their teams to help them understand how to use Tekmetric software efficiently. • Data Migration Oversight: Manage and execute customer data migrations, ensuring accuracy and alignment with customer needs and expectations. • Feedback Loop: Gather and synthesize feedback from customers to continually refine and improve the onboarding process. Share insights with the leadership team to shape future enhancements. • Problem-Solving & Escalations: Proactively identify challenges during onboarding and find solutions to address them. When necessary, manage escalations and work with relevant teams to resolve complex issues. • Customer Success Support: Work closely with the Customer Success team to ensure a smooth transition from onboarding to ongoing customer support.

• Manage and execute the end-to-end onboarding process for new hires, from offer confirmation to HR and departmental handover. • Conduct new hire orientations covering company policies, culture, communication standards, HR procedures, and performance expectations. • Ensure timely setup of system access, credentials, and HR-related accounts prior to a new hire’s start date. • Collaborate with Talent Acquisition, HR Operations, and relevant departments to verify completion of pre-employment and onboarding requirements. • Maintain warm, clear, and proactive communication with new hires throughout the onboarding journey, addressing questions and concerns. • Track onboarding progress, maintain checklists, and ensure timely completion of all required HR and compliance steps. • Collect, organize, and report feedback from new employees to enhance the onboarding experience and engagement. • Coordinate with People Operations and Compliance teams for documentation, contract execution, policy acknowledgments, and regulatory requirements. • Support new hires’ transition into role-specific training or departmental integration, ensuring no gaps in information, setup, or expectations. • Contribute to continuous improvement of HR onboarding processes, materials, and workflow enhancements.