• Establish Santen’s MicroShunt as the surgical treatment of choice for glaucoma by creating awareness, building strong relationships with Key Opinion Leaders (KOLs), and providing state-of-the-art surgical training and follow-up. • "Seed and nurture" the market by introducing Santen’s surgical solutions, ensuring sustainable market-share growth, and enabling fruitful collaboration with the glaucoma prescription drugs team to deliver cohesive strategies. • Leverage your expertise in surgical ophthalmology to influence surgeon preferences, navigate complex hospital environments, and act as a strategic partner to hospitals and clinics across your territory. • Identify and build up new accounts in surgical glaucoma. • Conduct and/or support local training with regards to glaucoma drainage surgery. • Initiate and develop sustainable relationship with key opinion leaders across your territory. • Closely collaborate with Santen Pricing & Market-Access Team to maximize the MicroShunt potential in your territory and across the east region. • Develop innovative and efficient acquisition plans on account level to ensure sustainable business development. • Achieve sales targets and develop operational plan for maximum return on investment. • Achieve and demonstrate effective use of agreed KPIs and objectives. • Identify sales-related trends. • Identify profitable business opportunities and align available resources. • Maintain and optimize existing relationships and manage business with existing key customers. • Provide accurate feedback on competitor activities in the field. • Interact with Santen sales management, marketing and customer service to guarantee top services to our customers. • Manage the territory financial budget. • Provide technical expertise for questions, issues or requirements related to product portfolio responsibilities. • Efficiently use the company reporting tools to ensure up to date customer/territory information and sharing valuable information across the organization. • Ensure compliance with company standards and Code of Practice. • Follow Good Distribution Practice guidelines and act in line with it (obligatory for all employees).

• Establish and maintain ongoing relationships with an assigned list of MCG customers. • Conduct regular business reviews and customer outreach in accordance with MCG/Customer Success/Account Management policy and process requirements. • Learn and apply the MCG Customer Success Tool Kit to elevate the quality of outcomes • Manage schedule and calendar to accommodate needs of customers, allocating sufficient time for internal MCG activities and stakeholders. • Research and troubleshoot customer issues, which may involve discovery discussions as well as knowledge of MCG solutions/services, resources and processes to resolve the problem. • Maintain communications with appropriate MCG staff and clients to ensure that customer-related work is addressed in a positive, timely and efficient manner. • Perform periodic outreach, manage inbound calls and respond to customer requests promptly. • Research all client issues thoroughly, engaging MCG colleagues and resources as necessary to facilitate resolution. These may include contract-related questions, content/software inquiries, technical support, invoice questions, etc. • Support MCG Finance team, assisting with basis verification, invoice follow-up etc. • Work to understand and stay current regarding customers’ critical business issues, goals, challenges and pain points. • Develop customer Outcomes Plan and Objectives to help drive customers toward achieving their goals. • Document all client communication in CRM (i.e., Gainsight, Salesforce). • Achieve mastery of Gainsight, leveraging various features, tools and technology to most effectively reach customers and document the engagement. • Participate in special initiatives as required to address organizational data needs or solution promotion. • Help anticipate and identify potential problems; Develop strategic approach to avert crises and identify creative problem-solving approaches. • Represent the Account Management team on internal project teams, task forces, and special initiatives as requested by leaders.

• Directly manage, coach, and develop a team of Agency Relationship Managers • Set clear expectations around account ownership, partner communication, deal execution, pipeline management, and forecasting • Drive consistent year-over-year revenue growth across agency-managed accounts • Ensure ARMs develop and execute thoughtful account plans tied to spend growth, product adoption, and retention • Partner with Sales, Product, Marketing, RevOps, and Decision Science to support agency initiatives and customer outcomes

• Directly manage and develop a team of 3-4 Corporate Account Managers, providing ongoing coaching, feedback, and performance management to help them succeed and grow in their roles. • Conduct regular 1:1s with direct reports to review account health, address blockers, strategize on account challenges, and support professional development. • Set clear performance expectations and hold the team accountable to key metrics including retention rate, upsell/expansion attainment, client NPS scores, and account health indicators. • Own onboarding and ramping of new CAM hires, including training, shadowing, account assignment strategy, and execution of 30-60-90 day plans. • Analyze team performance data to identify coaching opportunities, process improvements, and systemic issues requiring escalation or cross-functional support. • Provide strategic deal support on complex renewals, negotiations, and upsell opportunities, coaching team members through high-stakes client conversations. • Escalate at-risk accounts, product feedback, and systemic client issues to leadership with context and recommended solutions. • Maintain a portfolio of strategic, high-value, and complex corporate accounts, serving as their primary point of contact and trusted advisor. • Synthesize information gathered across client conversations to assess the best set of configurations and account structure, managing the "A through Z" account setup process for high-touch implementations. • Answer ongoing client inquiries related to onboarding, implementation, and ongoing account optimization, ensuring an extremely smooth and professional experience. • Manage the contract renewal cycle from scheduling initial meetings through negotiation, contract changes, and signature, modeling strong renewal practices for your team. • Identify whitespace in accounts and create value-based presentations to promote upgrades, cross-sells, and account expansion opportunities • Consult with clients to recommend additional solutions from the Sharebite portfolio that align with their business goals and employee engagement strategies. • Devise and execute account strategies and plans to maximize account growth, retention, and client satisfaction. • Provide high-touch client service, including escalation and coordination of critical support issues as needed. • Demonstrate ability to grow accounts with high conversion rates from upsell identification to closed-won deals. • Maintain accurate and up-to-date client information in Salesforce and ensure your team is doing the same.