• Create, update, and maintain sales collateral including: Pitch decks and proposal templates, Case studies and client success stories, Sales scripts, discovery guides, and talk tracks, Service overviews and capability decks • Partner with sales leadership to translate offerings into clear, compelling, and repeatable sales materials • Continuously refine messaging and positioning based on sales feedback and customer insights • Document and streamline the sales process and sales-to-delivery handoff, making each step clear and repeatable • Identify manual, repetitive, or inefficient tasks and help build systems or workflows to reduce them • Support basic automation and process improvements across sales and marketing workflows (CRM, templates, intake forms, etc.) • Ensure sales materials and processes stay aligned as new services, offerings, or pricing models are introduced • Build and maintain a centralized, well-organized repository for all sales content and documentation • Ensure materials are easy to find, clearly labeled, and always up to date • Own version control and lifecycle management of sales assets • Create simple documentation and internal guides so sales teams know how and when to use each asset • Work closely with leadership to understand evolving priorities, offerings, and go-to-market strategies • Regularly audit sales materials and processes to ensure relevance and effectiveness • Support enablement needs as the business grows into new service lines (e.g., managed services, new delivery models) • Act as a trusted operational partner to sales leadership, enabling them to focus on revenue-generating work

• Support the operational foundation of Hyland’s Renewals organization • Assist with daily exceptions management • Support forecasting activities • Contribute to territory and account data hygiene • Build and maintain recurring reports • Support daily and weekly reporting needs • Assist with Salesforce transformation initiatives • Help develop standardized processes • Contribute to building out Confluence pages • Support onboarding and training efforts • Organize and update internal resources • Partner with Sales Ops, CS Ops, and other internal teams

• Defines and executes the Salesforce Platform Operations strategy, aligning to enterprise IT strategy, architecture direction, and business priorities • Partners with product owners, delivery leads, capacity planners, and business stakeholders to forecast demand, plan releases, and ensure operational readiness • Establishes and maintains strong liaison relationships with business and IT partners to deliver effective, sustainable platform solutions • Leads continuous improvement across operational processes (incident, problem, change, release, environments, DevOps, monitoring, and service management) • Develops business-focused concepts and recommendations, including risk, cost-benefit, roadmap impacts, technical debt prioritization, and defect/enhancement triage • Fosters an environment of Design Thinking and operational excellence (automation-first mindset, standardization, resiliency engineering) • Develops and maintains platform roadmaps and plans for end-of-life/retirement of assets and capabilities • Interfaces with customers/stakeholders regarding service offerings, operating model, value proposition, and onboarding processes • Develops a customer communications strategy to promote awareness of platform events (maintenance, major releases, incidents, and capability launches)

• Provide senior-level oversight for hazard insurance, flood insurance, force-placed insurance, loss drafts, and PMI/MIP servicing activities across the portfolio. • Ensure end-to-end execution integrity from onboarding through payoff, including policy tracking, premium disbursements, coverage validation, claims, refunds, and reconciliations. • Establish and maintain clear ownership, SLAs, and escalation paths across all insurance workstreams. • Ensure compliance with investor, insurer, and regulatory requirements (FNMA, FHLMC, GNMA, FHA, VA, USDA, state and federal regulations). • Own audit readiness, investor exam responses, remediation plans, and ongoing control validation. • Proactively identify and mitigate insurance-related risk exposure, including uninsured/underinsured properties, incorrect flood zones, force-placed errors, MI lapses, and loss draft leakage. • Own performance management for insurance vendors, including flood determination, force-placed insurance providers, loss draft administrators, MI providers, and related third parties. • Define and enforce vendor SLAs, KPIs, scorecards, and escalation protocols. • Lead vendor governance forums, issue remediation, and cost optimization efforts. • Lead and develop managers and supervisors across insurance operations functions. • Set clear expectations around ownership, accountability, and “trust but verify” execution. • Drive consistent performance management, capacity planning, and talent development aligned to growth objectives. • Standardize and document SOPs, controls, and operating procedures across all insurance functions. • Partner with Product, Engineering, Analytics, and Compliance to automate workflows, improve data integrity, and reduce manual touchpoints. • Use metrics and dashboards to monitor performance, surface risk, and drive informed decision-making. • Minimize borrower harm, avoidable fees, and insurance-related complaints through proactive oversight and issue resolution. • Drive cost-to-service discipline, including force-placed premium controls, loss draft leakage reduction, and vendor cost management. • Partner cross-functionally to resolve complex borrower escalations and investor-sensitive issues.