• Lead, coach, and develop a team of Engagement Managers responsible for managing strategic post-sales customer relationships • Provide guidance on engagement strategies, project execution, and technical solutioning • Set clear goals and performance expectations, fostering accountability, and continuous development • Prioritize team resources effectively across a dynamic and growing portfolio of enterprise customers • Drive consistency in project coordination, resource planning, and milestone tracking across the team • Oversee customer relationship management across the team, ensuring consistent delivery of a high-quality, trusted experience • Act as an escalation point for complex customer needs and challenges, partnering cross-functionally to resolve issues • Support the team in delivering strategic insights and value to customers aligned with their business goals • Track and report on key metrics related to customer satisfaction, retention, and engagement team performance • Lead initiatives that increase value delivery and strengthen long-term partnerships • Analyze workflows and identify inefficiencies to enhance operational effectiveness • Implement best practices and process improvements to drive better outcomes for clients • Continuously seek opportunities to streamline operations and maximize customer value

• Own and maintain OpenLoop’s job architecture, including job leveling, job families, and career frameworks. • Conduct market pricing and benchmarking using external compensation surveys and internal data. • Design, document, and maintain salary ranges, pay structures, and progression models. • Partner with People and Finance leaders on compensation philosophy, governance, and decision-making. • Provide hands-on leadership and execution for annual compensation cycles, including merit increases, promotions, bonuses, and equity grants. • Build models, tools, and guidelines to support compensation and equity decision-making. • Support equity program administration, including modeling, grant sizing inputs, execution, and ongoing analysis. • Deliver insights related to pay equity, compliance, and workforce planning. • Support ad hoc compensation and equity analyses as business needs arise.

• Serve as the primary point of contact for clients during hypercare and early adoption. • Guide clients operationally from go-live through milestone achievement (e.g., first 100 patients). • Ensure workflows, configurations, and processes are functioning effectively in real-world settings. • Develop a deep understanding of each client’s implementation, integrations, and configuration setup. • Identify barriers to adoption and proactively remove operational friction. • Share best practices to accelerate patient acquisition, engagement, and feature adoption. • Adjust configurations, workflows, and tools to improve usability and drive measurable outcomes. • Run structured check-ins, milestone reviews, and operational follow-ups to maintain adoption momentum. • Monitor leading indicators of adoption and flag early risk signals. • Partner cross-functionally with Implementation, Product, and Customer Success to resolve adoption blockers. • Ensure clients feel confident, supported, and stable during early usage. • Other duties as assigned.

• Manage and develop a defined partner territory comprising multiple franchise locations • Advise and support franchise partners on financial and operational matters • Analyze relevant KPIs and derive concrete measures to improve performance • Conduct partner meetings, site visits, and training initiatives • Ensure compliance with system standards and quality guidelines • Support new partners with onboarding and the establishment of their locations • Work closely with internal teams such as Expansion, Sales, and Executive Management