• Keep tickets updated and adhere to SLAs • Follow defined processes and procedures • Maintain accurate timesheets and submit as per defined policies • Manage Managed Services cases and initiatives • Maintain comprehensive documentation of case status, initiatives, solution designs, configurations, and any modifications made. • Support in project planning, execution, and management by performing tasks such as data collection, and progress tracking. • Collaborate with clients to understand their business objectives, challenges, and technology requirements. Conduct thorough assessments to identify areas where technology can drive improvements and efficiencies. • Participate in client meetings and contribute to discussions. • Manage client cases and initiatives, including regular communication and status updates. • Design, develop and execute solutions that align with the client's needs and objectives. • Analyze industry trends and provide strategic insights to clients. Stay up to date with emerging trends, tools, and technologies, and recommend their integration into client initiatives or cases when applicable. • Prepare and provide detailed estimates on solutions and modifications for client initiatives, seeking client approvals, and track budget to actuals on those initiatives. • Continuously monitor the performance of implemented solutions to identify areas for improvement or optimization. Provide recommendations for updates, upgrades, or modifications as needed. • Maintain professionalism in Client engagements • Seek and receive feedback • Reply to clients in a timely manner, adhering to contracted SLAs • Prepare clear and conscience reports, presentations and documentation to communicate findings and recommendations to clients • Share learnings and knowledge to team members and clients

• Own a portfolio of pharmaceutical accounts with responsibility for retention, expansion, and overall account health • Develop and execute annual account growth plans aligned to client brand and portfolio strategies • Work with your Client Success Managers and Business Development partners to identify and close upsell/cross-sell opportunities in partnership with Sales, contributing to revenue growth targets • Lead quarterly business reviews (QBRs) to both internal stakeholders and external partners to clearly present campaign metrics and demonstrate measurable ROI • Collaborate with client to understand the brands strategic imperatives and business objectives, ensuring campaigns are strategic and set up for success • Cultivate strong client relationships acting as a trusted advisor in the space • Displays understanding and ownership of full MLR submission and approvals process, acting as the expert in content guardrails and functionality of the platform • Collaborate with client stakeholders and extended teams for project execution • Manage and mentor a team of Client Services Managers and Coordinators, fostering a high-performance, solutions-oriented team culture • Lead collaboration across Sales, Operations, Product, Data, and Medical teams to deliver integrated solutions • Contribute to department-level strategic initiatives and best practices, including working with Product team on internal roadmap priorities based on client feedback and market opportunity • Escalate and resolve risks proactively to protect revenue and client satisfaction

• Serve as the executive lead and primary point of contact for the confidential account • Build deep, trusted relationships with senior client stakeholders • Ensure flawless execution of projects, events, and global programs • Lead and inspire embedded Nteractive teams within the account • Set strategic direction to drive long-term growth and impact • Align Nteractive and client organizational structures for scalability • Identify and lead new growth and advisory opportunities • Own account financial performance, budgets, and profitability • Partner with the CCO and Global Head of Client Services on financial targets • Mentor and develop high-performing teams • Collaborate with executive leadership and cross-functional teams • Represent Nteractive on-site at major client events • Lead client feedback and continuous improvement initiatives • Support high-profile pitches and RFPs • Act as the voice of the client at executive level • Network within the industry to build future talent pipelines • Ensure strong governance and operational excellence

• Supervise, coach, and develop a team of Technical Service Specialists, providing guidance on technical, regulatory, and customer service matters. • Assign and monitor workload to ensure timely processing of waste profiles, customer inquiries, and service requests. • Conduct regular performance reviews, provide feedback, and support professional development. • Foster a collaborative, accountable, and customer-focused team culture. • Ensure high-quality, timely responses to customer inquiries, pricing requests, and technical questions. • Partner with Sales to support business growth and customer retention through superior service delivery. • Review and approve waste profiles, pricing requests, and documentation prior to submission. • Act as an escalation point for complex customer issues, coordinating resolution with Sales, Operations, and Compliance. • Provide oversight to ensure all waste is accurately profiled, classified, and managed according to EPA, DOT, and RCRA regulations. • Verify that documentation (SDSs, manifests, lab results) meets regulatory and facility requirements. • Ensure all team members adhere to internal procedures and maintain audit-ready records. • Stay current on industry regulations, facility capabilities, and emerging waste management technologies. • Collaborate with Operations, Dispatch, and Logistics to ensure seamless scheduling and waste shipment coordination. • Monitor throughput and turnaround times to maintain service-level expectations. • Identify workflow inefficiencies and recommend process improvements. • Support billing and revenue integrity by ensuring accurate and timely completion of service documentation. • Track and report on key metrics (profile approval timelines, customer satisfaction, volume growth, etc.). • Identify trends, recurring issues, and areas for improvement in service delivery or technical processes. • Lead or participate in cross-functional initiatives aimed at enhancing customer experience and compliance performance. • Support internal and external audits related to technical and customer documentation.