• 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

• Develop strategies to drive market expansion, sales enablement, and customer adoption, including targeting new segments and exploring strategic partnerships to accelerate growth. • Build and implement scalable frameworks for efficiently launching and commercializing new products across the organization. • Lead the development and execution of a comprehensive GTM strategy for new products, defining key milestones, success metrics, and execution plans to ensure smooth product rollouts, with clear ownership of revenue and adoption targets. • Collaborate with Product Marketing and Sales Enablement to craft compelling product positioning, competitive differentiation, and value propositions that drive demand, adoption, and revenue. • Define, track, and report KPIs for product success, including adoption rates, revenue impact, and customer engagement, using data to refine and optimize commercialization strategies. • Partner with Customer Success and Support to collect post-launch feedback, ensuring continuous product improvements and fine-tuning of the commercialization strategy.

• Oversee incident management and resolution processes for Workday, ensuring timely response and minimal disruption. • Manage routine maintenance, patching, and system updates to maintain performance and security. • Monitor system performance and proactively address issues to ensure high availability and reliability. • Coordinate vendor support and manage service level agreements (SLAs) to ensure accountability and responsiveness. • Lead and mentor Workday analysts, fostering a collaborative and high-performance culture. • Provide ongoing training and development opportunities to keep team skills current. • Conduct performance evaluations and provide feedback to team members to support their growth. • Identify and address skill gaps within the team, providing training and development opportunities as needed. • Develop and implement strategic plans for Workday application services that align with organizational goals. • Lead the execution of strategic initiatives to enhance Workday performance and support. • Ensure alignment of Workday services with business objectives and priorities. • Support governance processes and maintain an accurate inventory of Workday-related applications. • Effectively manage backlog of tasks in JIRA and consistently provide updates, status, timeline, risk and/or challenges to appropriate stakeholders. • Manage small to medium projects as needed. • Drive innovation in Workday application services by exploring new technologies and methodologies. • Implement continuous improvement initiatives to enhance application support processes and practices. • Encourage a culture of innovation and creativity within the team. • Build and maintain strong relationships with key stakeholders to understand their needs and expectations. • Act as a liaison between the Workday support team and stakeholders, ensuring clear and effective communication. • Gather feedback from stakeholders to inform improvements in Workday services. • Provide regular updates to the Senior Manager, Application Services and other senior leaders on the status of Workday application services. • Identify and mitigate risks related to Workday support and administration. • Ensure compliance with regulatory requirements and organizational policies. • Develop and implement risk management strategies to protect Workday services. • Prepare for and manage audits related to application compliance and data security. • Develop and maintain performance metrics and KPIs to monitor the health of Workday application services. • Provide regular reports to senior leadership on application performance and support activities. • Use data-driven insights to inform decision-making and drive improvements. • Allocate resources effectively to ensure the successful delivery of Workday application services. • Manage budgets and ensure cost-effective use of resources. • Balance competing priorities and adjust resource allocation as needed. • Ensure a customer-centric approach to Workday support, prioritizing user satisfaction. • Address user concerns and issues promptly and effectively. • Implement feedback mechanisms to gather user input and improve Workday services. • Stay current with industry trends and best practices in Workday support and administration. • Provide thought leadership on the adoption of new technologies and methodologies. • Lead the implementation of new tools and technologies to enhance Workday services.