**As the Enterprise Customer Outcome Manager, you will:** - Serve as the primary strategic advisor to enterprise accounts post-implementation - Own the overall customer relationship and ensure adoption, retention, and satisfaction - Deliver and lead quarterly business reviews with key stakeholders and decision-makers - Identify upsell and cross-sell opportunities and collaborate with Sales to close them - Proactively monitor account health and usage to ensure customers are realizing full value - Collaborate with Product, Engineering, and Solutions Engineering to align on strategic goals and support customer projects - Maintain detailed and timely records of meetings, touchpoints, and action items in Planhat - Act as the internal voice of the customer, advocating for feature requests and enhancements - Travel to key customer sites and events (~25% travel) - Build executive relationships and serve as a trusted strategic partner across accounts

• Serves as primary point of contact for all major incidents across multiple core production systems (take part in a 24/7 on-call rotation). • Leads incident response, bridge calls, and escalations to ensure restoration of service to a normal state as quickly as possible. • Interface and collaborate with Engineering, Dev and Product teams. • Provide real-time internal & external communications to leadership and stakeholders related to major incidents. • Log incidents to maintain accurate documentation and KPIs. • Conduct post-incident root cause analysis and drive long term solutions to prevent recurrence of incidents. • Support the Change Control or other ITSM processes.

• Manage and grow a portfolio of major donors and high-potential prospects across Canada • Identify, qualify, cultivate, solicit and steward donors through strategic relationship management • Build and advance a healthy donor pipeline focused on long-term philanthropic growth • Develop customized engagement and solicitation activities aligned with donor interests and organizational priorities • Personally lead face-to-face donor meetings, presentations and gift conversations • Secure significant and multi-year philanthropic commitments, including six-figure gifts • Proactively identify and pursue new major gift opportunities through research, networking, referrals and relationship-building • Build meaningful relationships with individuals, families, community leaders and select corporate partners • Confidently move prospects through all stages of the donor cycle, from discovery through stewardship • Maintain disciplined pipeline management and revenue forecasting using CRM tools and reporting systems • Deliver high-touch donor stewardship that strengthens long-term engagement and philanthropic investment • Ensure donors feel informed, connected and valued through meaningful communication and impact reporting • Support donor engagement opportunities tied to mission, research and community impact initiatives • Partner cross-functionally with colleagues across fundraising, mission and leadership teams to align donor opportunities with organizational priorities • Engage volunteer leaders and advocates to support donor cultivation and relationship-building efforts • Contribute to a collaborative and high-performing national fundraising team

• Lead the development, implementation, facilitation, and maintenance of a comprehensive MRD training program for all provider facing sales teams in alignment with company objectives, organizational goals, and sales team needs • Partner with senior sales leadership and the Director of L&D to 1) translate primary initiatives into preparatory training and 2) assess training gaps then provide ongoing training to level up the sales team’s skills and impact • Direct appropriate content creation and maintenance in collaboration with the marketing, medical affairs, legal and L&D partners • Work with the New Hire Training Program Manager to deliver training for new hires • Collaborate with internal stakeholders to provide effective launch training for new and enhanced products and processes as it relates to the MRD portfolio • Coordinate scheduling and delivery of training across multiple modalities based on the ongoing needs of the team • Build and maintain learning plan content on our learning management systems • Provide learner feedback to Sales Leadership with recommendations for follow-up coaching • Spearhead the planning and execution of content at the annual national sales meeting and any other area, regional or team meetings requiring L&D support