• Monitor client volume trends and identify changes or anomalies affecting performance. • Resolve client issues, including inquiries and escalations. • Participate in scheduled client calls to support issue resolution, solution agreement, and relationship management. • Distribute weekly/monthly volume reports, AUP and batch reports. • Perform access portal demos for assigned clients. • Collaborate with cross-functional teams (Sales, Operations, Product, and Client Success) to develop projects. • Support efforts aimed at driving volume growth, improving efficiency, and enhancing client performance.

• Shape how Customer Success teams learn, communicate, and adopt new processes across F5. • Design next generation enablement experiences, elevating communication across the organization. • Ensure teams have the knowledge, tools, and confidence to deliver exceptional customer outcomes. • Develop strategies and content for CSM onboarding and accelerate product understanding. • Expand customer webinars into scalable multi-product programs, including messaging and assets. • Own the CS-wide communications framework, ensuring consistency and coordination across teams. • Serve as the primary change management lead for process and tool updates across the CS organization.

• Manage a group of enterprise software customers • Ensure customers are set up for long-term success • Proactively analyze and understand customer’s data • Collaborate with customers and ResMed commercial teams

• Lead the global TSD strategy across key markets, building and managing high-impact distributor partnerships, driving revenue growth, and optimizing pipeline and partner performance. • Accelerate partner-led revenue by aligning joint business plans, enabling co-selling, positioning partners as trusted advisors, and tracking KPIs to maximize pipeline, conversion, and MRR. • Oversee global partner enablement programs, including onboarding, training, and certifications, ensuring partners have the tools, resources, and support to succeed. • Design and manage partner programs, tiered benefits, and incentive structures, including commissions, to drive engagement, ROI, and measurable growth. • Streamline partner operations, remove roadblocks, optimize workflows, and drive adoption of partner portals and rules of engagement for consistent global execution. • Monitor partner performance, pipeline, and market trends, translating insights into actionable strategies to expand partnerships, prevent churn, and support growth. • Align partner initiatives with Sales, Marketing, IT, Product, and Customer Success, leading system and process improvements to ensure strategic execution and global visibility.