• Lead, coach, and develop a team of about 60 across EMEA; build succession pipelines and elevate technical & customer skills • Establish clear objectives, performance standards, and regular cadence for feedback, recognition, and development • Own the planning and execution of complex, multi‑site installations of our Automation Systems and Clinical IT solutions implementing standardized playbooks: discovery, design validation, readiness checks, pilot, go‑live, hypercare • Map and optimize customer and internal workflows to reduce cycle time, handoffs, and error rates introducing automation and tooling to improve provisioning, configuration, and incident triage in our installation cycle • Oversee tiered support operations with SLA adherence, proactive monitoring, and root cause elimination • Drive a “fix‑forward” culture: permanent corrective actions, knowledge base updates, and prevention • Establish governance: stage‑gates, risk/issue management, change control, and executive reporting, ensuring compliance with EMEA regulatory requirements (privacy, data residency, security) and local regulations & standards • Partner with Commercial on solution scoping and handover; align with Field Service for escalations and roadmap • Coordinate with PMO for installation prioritization, capacity planning, and forecasting • Own regional resourcing model, utilization, and workforce planning; balance in‑house and partner capacity managing budgets and cost controls while maintaining quality and customer outcomes

• Identify M&A targets that align with Aspire Software's growth objectives, aiming to generate $200M+ in buyable revenue opportunities per quarter. • Employ a proactive approach, reaching out to potential targets through various channels, conducting exploratory calls, and fostering relationships with owners and sell-side advisors. • Evaluate and assess target acquisitions against Aspire Software's criteria, and determine realistic valuation expectations. • Conduct a preliminary pre-acquisition assessment encompassing both commercial and financial aspects in collaboration with the team. • Perform other related duties as assigned.

• Engage directly with client cases, including both new and escalated issues, ensuring timely and accurate resolution • Successfully manage Team Leads and Client Support Specialists, providing direction, coaching, and accountability • Act as the point of escalation for Team Leads and Client Support Specialists, owning the resolution of complex client issues • Take ownership of queue management, documentation, and help implement team processes for case handling and phone service • Collaborate with NGP VAN Support Leadership on training plans for new hires

• Identify, recruit, onboard, and manage strategic channel partners to expand Silk’s reach and revenue. • Drive joint go-to-market initiatives with partners including co-selling, co-marketing, and enablement activities. • Collaborate with Sales, Marketing, and Product teams to ensure alignment and success of partner programs. • Develop partner business plans with clear objectives, revenue targets, and execution milestones. • Deliver training and enablement to partner sales and technical teams to ensure successful product positioning and customer outcomes. • Monitor partner pipeline and performance metrics, providing regular reporting and forecasts. • Represent Silk at industry events, partner meetings, and conferences as a channel advocate