• Serve as the people leader for teams including Field Engineers, Solution Consultants, Major Incident Managers, and Customer Advocate Leaders, all focused on customer-facing support services for radiology and cardiology enterprise imaging IT solutions. • Develop and support team members to excel in their roles. • Manage the escalation process for technical issues, ensuring timely and effective resolution while coordinating with cross-functional teams. • Provide advanced technical support and guidance during critical escalations, leveraging deep knowledge of products and systems. • Analyze incident data and escalation trends to identify opportunities for process enhancements and implement best practices in incident resolution. • Engage with customers at a senior leadership level to manage escalations and ensure satisfaction and success in support services. • Lead the attainment of KPIs and drive continuous improvement, including Major Incident Management processes, escalation management, employee productivity, SLOs and SLAs, customer satisfaction, and retention. • Foster a culture of customer obsession. • Partner with cross-functional leadership to identify gaps and improve processes and business results. • Collaborate with Professional Services, Global Technical Support, Product Management, Organizational Readiness, and L4 Engineering teams to address underlying issues and enhance overall service quality. • Represent Support organization in quality Audits. • Communicate effectively with internal and external stakeholders, providing regular updates on Support priorities, challenges, and outcomes; fosters strong relationships with key stakeholders to ensure alignment. • Partners with internal stakeholders and professional services & support teams to optimize operational processes and systems, ensuring buy-in and adoption of best practices and standard toolsets.

• Navigate GE HealthCare organization to escalate deals and obtain deal status. • Analyze and synthesize data to ensure accurate forecasting. • Design and structure DocuSign for efficient user adoption and increased customer penetration. • Responsible for supporting the analysis, administration, and tactical support of key processes. • Key responsibility to coordinate activities during Quarter end with Healthcare, commercial, investment bank and other internal stakeholders. • May lead functional teams or projects with minimal resource requirements, risk, and/or complexity. • Communicates difficult concepts and may influence others' opinions on topics. • May guide others to consider a different point of view. • Impacts the team’s ability to achieve service, quality, and timeliness of objectives. • Work is subject to functional policy objectives. Regularly advises management in the function and/or in the business. • Has a supportive role in decision making about important subjects. • High levels of evaluative judgment are required to achieve outcomes required. • Uses high level of judgment to make decisions and handle complex tasks or problems that impact the function. • Has ability to assess quality of information given and ask pertinent questions to stakeholders. • Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations.

• Lead a commercial sales team to deliver orders, revenue and margin growth • Achieve the quarterly and yearly Product/Solution/Service P&L Operating Plan targets • Timely and accurate forecasting of pipeline and sales • Attract, retain and develop world-class commercial talents • Foster a positive winning culture built on teamwork, accountability and fun • Maintain professional relations with key customers

• Protect Addi’s profitability by leading the fraud strategy • Reduce Fraud Loss Rate through SQL analysis • Optimize False Positive Ratios • Establish a High-Performance Fraud Analytics Pod • Build a Real-Time Fraud Reporting Ecosystem