• Partner closely with vendor leadership to ensure alignment with Proofpoint’s goals, support strategy, and customer experience standards. • Serve as a strategic liaison between internal teams and vendor partners to drive transparency, accountability, and continuous improvement. • Monitor contract adherence and identify opportunities to optimize vendor services. • Evaluate vendor performance across KPIs, SLAs, quality metrics, and productivity benchmarks. • Identify operational gaps, propose structured improvement plans, and track progress through completion. • Support readiness for product changes, workflow modifications, and major program rollouts. • Collaborate with Engineering, Product, Customer Success, Support Operations, and internal Support teams to ensure vendor alignment with business needs. • Represent the vendor organization in cross-functional meetings, project discussions, and operational reviews. • Communicate vendor impact, risks, and opportunities clearly to senior leadership. • Lead vendor-related initiatives and process improvement programs—driving structure, documentation, and execution. • Maintain operational playbooks, escalation guides, SOPs, and readiness materials. • Partner with training and quality teams to ensure consistent vendor skill development. • Analyze vendor data to identify performance trends, root causes, capacity issues, and customer-impacting concerns. • Build dashboards, scorecards, and executive-level summaries to highlight insights and drive decision-making. • Provide recommendations based on data—focusing on efficiency, quality, and customer experience. • Support vendor escalations, incident management, and service disruptions. • Partner with stakeholders to drive cross-functional resolution and long-term corrective action. • Track recurring issues and propose systemic solutions. • Support the Director in defining vendor strategy, long-term operational planning, and organizational alignment. • Assess vendor capabilities and recommend changes to staffing models, resourcing, or support coverage.

• Build and maintain relationships with both Target & e.l.f./Well People partners. • In conjunction with both internal and external partners, develop strategy for Target that effectively delivers net sales growth, market share growth and customer profitability. • Effectively partner with the demand planning team to ensure a complete and timely forecast. • Work with the Associate Director to develop and execute retail merchandising strategies that will simultaneously achieve both e.l.f. and retailer goals. • Manage Vendor Income. • Ensure all customer requests for information are met in a timely manner. • Collaborate with all other members of the Sales team to ensure the company’s sales and share goals are achieved and to share best practices. • Work with the Associate Director to develop and execute retail merchandising strategies that will simultaneously achieve both e.l.f. and retailer goals. • Establish and maintain effective relationships with decision-makers. • Clear understanding of dynamics of Target to help set overall account strategy and priorities (assortment, merchandising, tailored trade marketing calendar, etc.) • Ensure strong visual presence in store and on retailer.com. • Forecast ability on a monthly basis as well as provide feedback on over and/or under delivery of goals. • Assortment and Planogram work. • General administration support requests (sending samples, listing forms etc).

About JMAC Lending: At JMAC Lending, we pride ourselves on over 25 years of dedicated service. Our mission is to provide exceptional support and innovative solutions that empower our partners to thrive. We’re not just about meeting today’s market demands; we aim to be the preferred lender that clients turn to again and again. Our talented team boasts impressive credentials, continuously enhancing their skills through ongoing education, ensuring a perfect blend of knowledge and experience. Built on a foundation of the highest ethical standards, we are committed to delivering competitive product pricing with efficiency and precision for wholesale and correspondent lending. The Opportunity: The Account Manager position improves customer retention by ensuring brokers and lenders are satisfied with the loan process from submission to final disposition.  The Account Manager maintains an open dialogue regarding loan files with Account Executives, Operations and JMAC’s customers. This is a Full-Time/Fully Remote opportunity with working hours from 8:00am-5:00pm in PST or EST time zones Monday-Friday offering competitive pay ranging from $28.84 to $34.61 per hour plus bonus. Job Duties & Responsibilities: Partner with clients, sales teams, and operational departments to proactively oversee the progress of loan pipelines, accelerate the loan process at each critical stage, and navigate any challenges that arise along the way. - Reach out and follow up within 24 hours of the initial approval, followed by a check-in every 72 hours (3 business days) or as needed for any outstanding conditions until they are resolved. - Connect with the client 7 and 3 days before the Closing Date to see if they require assistance with any pending PTD conditions, ensuring a smooth transition to CTC. - Examine conditions for accuracy to avoid piecemeal issues. Collaborate with clients to advocate for a quicker loan process by minimizing turnaround times. - Handle multiple projects effectively, prioritizing seamlessly while maintaining a strong focus on detail and compliance deadlines. Act as a supportive liaison for clients, sales, and internal operations teams to identify and resolve any loan-related or process issues. - Collaborate with sales and operations leadership to escalate challenges, ensure transparent communication, and deliver effective solutions for clients. - Utilize calm and confident problem-solving skills to address and resolve issues for both internal and external clients, aiming to continuously enhance processes and provide a competitive edge through strong customer relationships and operational excellence. - Encourage and promote constructive feedback from clients, sharing insights with Account Executives and Sales Leadership to uncover sales opportunities or efficiency improvements. - Foster and maintain open communication with both internal and external clients to identify areas for sales opportunities and process improvements. - Serve as a subject matter expert on JMAC policies, procedures, and technology. - Share insights and best practices for success; act as a peer mentor when called upon. Deliver world-class service through disciplined follow-ups and guidance for our Sales Team and Clients. - Strengthen client relationships and promote growth opportunities by proactively identifying and resolving client challenges. - Cultivate strong interpersonal connections with the Production Team, Operational Associates, and Clients to foster a collaborative work environment, maintain high morale, and encourage retention among all involved parties. - Exhibit genuine empathy for clients’ needs; take ownership of issues until they are fully resolved. Additional related responsibilities: - Ongoing familiarity with products, guidelines, policies, and procedures. - Provide backup support for Client Services when needed, utilizing the ticketing system for Client Support. - Act as a subject matter expert on the Client Portal.

• Identify performance gaps and implement targeted coaching strategies. • Develop and execute action plans to improve output, accountability, and consistency. • Provide direct, hands-on coaching to elevate low performers to meet or exceed expectations. • Monitor progress and deliver consistent, constructive feedback to ensure sustained improvement. • Bring strong energy and urgency to motivate individuals and teams. • Drive a culture of accountability, speed, and results. • Track key performance indicators and implement strategies to increase efficiency and output. • Maintain rapid response times to partner messages and operational needs. • Serve as a reliable point of contact for updates, escalations, and issue resolution. • Ensure proactive, clear communication with both internal teams and external partners.