• As the primary point of contact for our customers, you ensure that our SaaS solution operates smoothly in day-to-day use. • You act as the first interface between our healthcare users and our internal teams, making sure issues are resolved quickly, systematically, and sustainably. • You work closely with Product, Engineering, and our Onboarding and Customer Success teams, actively contributing to continuous service improvements. • You handle and resolve customer inquiries at 1st- and 2nd-level support — by phone, email, and via our ticketing system. • You ensure stable operation of our platform and support users in their daily workflows. • You analyze application issues, identify root causes, and develop pragmatic solutions. • You prioritize incidents according to urgency and SLA requirements and escalate complex cases in a structured way. • You collaborate closely with our Engineering and Product teams to fix bugs and further develop the platform. • You document support cases and resolutions clearly and contribute to the knowledge base. • You support software rollouts and updates and guide our customers through changes. • You identify recurring issues and proactively propose improvements.

• As Technical Outsource Manager, you establish, maintain, and expand business relationships. • You act as the link between the client and the team in Bulgaria, supporting them with your technical knowledge and extensive experience. • As a trusted partner, you will manage new leads and develop them into nearshoring projects. • You will regularly visit clients and are responsible for client relationships. • Communicate with clients at multiple levels, including technical specialists and project managers. • Participate in on-site meetings with clients to align on requirements.

• Collaborate with the Vice President of Development and across other departments to refine proposal ideas and project budgets • Prepare and submit high-quality grant proposals and reports, including compiling requested attachments, and proofreading content. • Draft letters of inquiry and other materials for donor cultivation. • Track the execution of all grant-related milestones, coordinating with various departments to ensure milestones are met • Manage reporting process for current grants, including tracking deadlines, writing narrative reports, working with members of the Program team to report on project activities, and coordinating with the Finance team to track grant expenditures. • Identify funding opportunities and institutional prospects at the national, local, and federal level, create succinct research summaries, and communicate your findings to the team. • Track current and prospective funder touch points and develop and execute cultivation strategies to move these opportunities forward, including drafting strategic donor communications for a variety of audiences • Keep track of the giving strategy for major institutions and continually assess for strategic alignment • Collaborate with the Vice President to prepare for and attend donor-facing meetings for current and prospective donors as needed • Support the Vice President in managing the portfolio of current foundation support, especially in communications with grant officers • Manage gift processing, including entering information into Salesforce and facilitating timely donor acknowledgement. • Support the Development team’s use of Salesforce, ensuring data is up-to-date and accurate, producing reportings, and helping to manage CEO’s funder relationships in the database. • Compile organizational information to share with the Board of Directors on a quarterly basis • Work with the Development team to plan and execute national and local events (open houses, strategy sessions, funder breakfasts, learning symposiums, etc.) • Partner on special projects with the Development team and CEO

• Manages contract review processes • Acts as a point of contact for clients, partners, and internal employees • Maintains records of contracts and other legal agreements, with particular focus on monitoring continual compliance adherence • Identifies problem spots when it comes to fulfilling compliance standards and revenue leakage and help develop recommendations to improve organizational procedures • Works with various internal departments and organizational leadership to develop new procedures and staff training plans as needed to implement new contracting and review standards • Provides guidance as needed to other departments to increase compliance-related competencies throughout the organization • Performs contract reviews to identify growth opportunities, contract language improvements, identify contract risks and opportunities to drive continuous improvement and standardization. • Supports contract compliance and process improvement for special projects as assigned • Facilitates contract reviews and contract improvement initiatives • Supports the development and management of contract data management systems, manages audit controls to ensure data integrity