• Lead a Global Team: Directly manage a Manager and a global team of 15 CSMs (and growing), fostering a culture of technical excellence and proactive customer advocacy within the Commercial segment. • Low-Touch Strategy Development: Design and execute a sophisticated "one-to-many" CS strategy. You will move away from manual intervention toward a scalable model that maintains high engagement through innovation. • Scaled Digital Journeys: Build end-to-end digital customer lifecycles. You will automate onboarding and adoption paths to accelerate "Time to Value" (TTV) milestones for thousands of users. • AI-Enhanced Customer Experience: Act as a pioneer in the "new age" of CS. Identify and implement AI-driven tools and workflows to provide a personalized, high-touch feel at a massive scale. • Scale-Focused Content Strategy: Shift the paradigm from manual support to a digital-first resource engine. Lead the creation of automated webinars, interactive documentation, and self-service hubs. • Value-to-Utilization Alignment: Monitor the health of the commercial base to identify and bridge "Value Debt." You will ensure that customer technical utilization directly translates into realized business outcomes to prevent churn. • Strategic Forecasting: Partner closely with the Renewals Manager to develop precise annual and quarterly forecasts, driving higher retention and expansion rates across the scaled segment.

• Responsible for supporting and carrying out the administration and management of Nursing Services to residents in accordance with orders of the physicians and total needs of the residents. • In partnership with the Director of Nursing (DON), responsible for the 24-hour supervision of Nursing Services and directing the Nursing Department to maintain quality standards of care in accordance with current Federal, State and The Company standards, guidelines, and regulations. • In absence of the Director of Nursing (DON), assumes the responsibility for clinical operations.

• Directly manage and develop field sales representatives across your region • Develop and efficiently implement the agent onboarding and training plans, tools and materials. • Work to proactively identify and elevate areas of opportunity for betterment to our agent facing systems and provisioning • Work with the Senior Director and other resources to establish staffing needs to grow production to goals • Establish and facilitate the agent identification and invitation process for state entry and expansion • Partner closely with the product, underwriting and sales support leaders to ensure communication and roadmaps remain aligned • Identifies options for innovative and practical solutions with go-to-market strategies across both personal and broad reach sales strategies for commercial and personal lines products • Partner closely with the Agile transformation and Product organization to ensure adoption of and leveraging best practices across other areas of the organization • Ensure consistent visibility with channel strategy OKR’s and KPI’s • Regularly monitors Agency onboarding and enablement, collecting and elevating opportunities to improve the agent experience, driving preference • Partners closely with senior leadership to monitor budget, forecasting and resource planning while finding opportunities for budget efficiencies • Facilitates talent management and calibration sessions in preparation for performance management.

• Partner with product leaders to help define and refine the IRM SaaS platform product strategy • Translate strategic priorities into executable roadmaps and cross-functional initiatives • Support prioritization decisions across platform capabilities, modernization efforts, and growth initiatives • Help ensure alignment across product, engineering, architecture, and delivery teams • Partner with the platform engineering leader to shape technology strategy • Drive strategic planning around architecture evolution, platform modernization, and engineering transformation • Lead enterprise-scale transformation initiatives across the product and technology organization • Drive migration programs, technology rationalization efforts, and other strategic change initiatives • Oversee platform release trains, release governance, and cross-functional release readiness across the organization • Champion adoption of AI tools across software development workflows, including design, coding, testing, documentation, and delivery.