• Lead annual AMS GTM planning process including fiscal year/long-range modeling, investment ROI analysis, headcount planning, quota and capacity setting, and territory planning. • Partner with leadership to design and implement the AMS GTM structure, segmentation, and coverage model across roles, including Sales, Solutions Engineering, Customer Success, Sales Development, and Professional Services. • Provide visibility and performance tracking on the health of the business, lead funnel monitoring, sales efficiency, and productivity key performance metrics via business intelligence applications. • Lead execution of the operating cadence within the theater, supporting management inspection throughout the customer lifecycle at each level of the organization. • Support sales leadership with content preparation for key management reporting needs, including Quarterly Business Reviews. • Drive CRM accuracy, pipeline analytics, forecasting, and ad hoc regional reporting requirements. • Ensure efficient deal velocity and monitor deal management processes, make recommendations on process improvement initiatives regarding deal structures, approvals, booking processes, etc. • Participate in regular meetings with Marketing, Customer Success, Finance, Legal, and various other teams to assist in addressing issues, building plans, and driving change management. • Assess inquiries directed to the AMS VP of Sales, determine the proper course of action, and delegate to the appropriate individual to manage. • Ensure all Sales Leadership team issues are addressed properly, efficiently, and judiciously, and keep track of progress until resolved. • Any additional tasks required by the manager.

• Lead global 24 ×7 infrastructure operations encompassing endpoint management (Intune/JAMF/Endpoint Central), and messaging collaboration (M365/Slack/Box/Zoom) service reliability. • Drive root cause analysis (RCA) and problem management activities following significant incidents. • Implement corrective actions and operational improvements to prevent recurrence. • Maintain clear operational documentation and post-incident reporting standards. • Partner with Service Delivery leadership and ServiceNow operators to mature Infrastructure ITSM processes (Incident, Problem, Change Request, CMDB, Knowledgebase) and drive service-level accountability across all teams. • Oversee infrastructure changes to ensure they are properly reviewed, documented, and executed according to change management processes. • Coordinate maintenance activities across infrastructure teams and external vendors. • Ensure production environments remain stable during infrastructure upgrades and deployments. • Identify operational inefficiencies and drive process improvements across infrastructure support models. • Support automation initiatives to improve service delivery and reduce manual operational overhead. • Contribute to operational readiness for new infrastructure deployments, ensuring services are supportable in production. • Establish a weekly Operations Review with key performance, change, and risk metrics for executive visibility. • Partner closely with enterprise project teams to ensure seamless transitions from build to run. • Drive operational readiness for all infrastructure projects and platform changes.

• Analyze and structure complex healthcare workflows into accurate, easy-to-follow SOPs and internal documentation. • Audit and refine our knowledge base to eliminate redundancies, close content gaps, and improve accessibility. • Act as the internal knowledge point of contact, identifying recurring questions or knowledge gaps and proactively resolving them through documentation updates or process improvements. • Partner with operations and compliance teams to ensure documentation accuracy and alignment with real-world processes. • Continuously improve how our teams access and use internal knowledge, proposing structural or systemic enhancements.

• Preparing proposals & managing the proposal process • Ensuring completeness: scope of services, assumptions, pricing, start date, required documents, next steps • Maintaining a proposal pipeline (status, deadlines, follow-ups/reminders, next actions) • Prospecting calls & follow-up • Onboarding support • Quality assurance: checklists, completeness checks, follow-up logic