Working Location: FLORIDA, MIAMI; MASSACHUSETTS, WESTBOROUGH; MINNESOTA, BROOKLYN PARK; NATIONWIDE; PENNSYLVANIA, BREINIGSVILLE; PENNSYLVANIA, CENTER VALLEY; TENNESSEE, BARTLETT Workplace Flexibility: Remote For more than 100 years, Olympus has focused on making people’s lives healthier, safer and more fulfilling. ​​ ​ Every day, we live by our philosophy, True to Life, by advancing medical technologies and elevating the standard of patient care so people everywhere can fulfill their desires, dreams, and lives. ​ Our five Core Values empower us to achieve Our Purpose: Patient Focus, Integrity, Innovation, Impact and Empathy. Learn more about Life at Olympus: https://www.olympusamerica.com/careers. Job Description The role ensures the seamless regional execution of the CRIM (Customer Requirements and Information Management) framework by coordinating customer request handling, driving data consistency, and facilitating collaboration between local Sales Business Centers (SBCs), Global CRIM, and Upstream stakeholders. This role plays a central part in safeguarding Olympus’ compliance and revenue by ensuring that all regional responses to customer ESG/EHS/BCP/Material Compliance requirements are facilitated, validated, and aligned with global standards, along with ensuring efficient availability of data for RFPs/ Tenders. The position bridges regional operational execution with global strategic direction, fostering efficiency, transparency, and stakeholder engagement. Through structured reporting, training, and process improvement, the role strengthens Olympus’s ability to respond to customer inquiries consistently and competitively. Job Duties - Request Intake & Validation: Manage and validate customer requests in the region, reviewing scope, deadlines, templates, unclear requirements, and regional relevant regulations. Escalate gaps in ownership or data quality and ensure feedback loops on closed requests (i.e., assessment outcomes, tender results). - Bridge Local SBC & Global CRIM: Ensure all SBCs apply CRIM tools (AI Assistant, Golden Rules, Ticketing, Teams) correctly. Connect local Sales, Contract Operations, Procurement, Regulatory and Supply Chain teams with Global CRIM, managing downstream ticket operations and follow-up. - Bridge Global CRIM & Upstream Functions: Train & guide upstream receivers on CRIM process, and coordinate between them and the MBCs of the respective region. Maintain regular information exchange on customer requests and upstream developments to ensure aligned and compliant answers. - Advance CRIM Tools & Data Reporting: Support refinement of CRIM-related IT systems (e.g., CRIM AI Assistant) to enhance data integration and efficiency. Develop automated reporting and KPI tracking to enable data-driven management decisions and improved visibility of CRIM impact. - Continuous Improvement: Identify operational inefficiencies, recurring issues, and opportunities for improvement. Recommend enhancements to global CRIM processes, templates, and governance to drive efficiency and consistency. - Regional Transparency & Reporting: Oversee request volumes, workloads, and bottlenecks. Report risks, delays, and resourcing needs to Global CRIM. Collect and consolidate market insights to anticipate future customer trends and provide structured management updates. Represent CRIM in relevant regional meetings (i.e., R-RAC, Contract Ops.) and support knowledge flow between global and local teams. - Stakeholder & Customer Interaction: Support regional sales and tender teams in explaining CRIM processes to respective internal & external stakeholders. Build strong relationships with upstream stakeholders, Regional CommEx partners, and industry associations (e.g., AdvaMed, HIRC, Assent). - Knowledge Sharing & Enablement: Train local teams on CRIM principles, share best practices across regions, promote reuse of responses, and ensure consistent sustainability reporting. - Quality & Compliance Assurance: Monitor regional regulations from Government, ensuring all responses align with Olympus’s global CRIM standards and templates. Proactively identify compliance risks and use regulatory alignment as a competitive advantage. - Other duties as assigned Job Qualifications Required: - Degree in Business Administration, Data Analytics, Sustainability, or a related field (MBA preferred). Additional certifications in process management, data analytics, or sustainability reporting are an advantage. - Minimum of 8 years of proven experience navigating complex, cross-functional projects in a matrix organization, ideally within a global MedTech, manufacturing, or corporate environment. - Demonstrated track record in process optimization, project management, or customer information management, preferably related to ESG, EHS, or compliance topics. - Solid background in data management, KPI tracking, and reporting, with familiarity in CRM or ticketing systems. - Experience in stakeholder collaboration across corporate, divisional, and regional levels. - Knowledge of compliance and regulatory frameworks relevant to customer request management or sustainability data. - Strong analytical and problem-solving abilities, capable of interpreting complex data and translating it into actionable insights. - Excellent communication and stakeholder management skills, able to influence and align without direct authority. - Hands-on and proactive mindset with ability to manage multiple workstreams under tight deadlines. - Strong organizational skills and attention to detail, ensuring quality and compliance in content and reporting. - Strategic and commercial mindset, understanding CRIM’s impact on business performance (both risk mitigation and top-line contribution). - Cultural awareness and collaboration skills, comfortable working in cross-regional and cross-functional settings. - Business fluency in English (spoken and written); additional language skills are an asset. - Demonstrated resilience and adaptability to shifting priorities in a fast-paced, evolving organizational environment. Why join Olympus? We offer a holistic employee experience supporting personal and professional well-being through meaningful work, equitable offerings, and a connected culture. Equitable Offerings you can count on: - Competitive salaries, annual bonus and 401(k)* with company match - Comprehensive medical, dental, vision coverage effective on start date - 24/7 Employee Assistance Program - Free live and on-demand Wellbeing Programs - Generous Paid Vacation and Sick Time - Paid Parental Leave and Adoption Assistance* - 12 Paid Holidays - On-Site Child Daycare, Café, Fitness Center** Connected Culture you can embrace: - Work-life integrated culture that supports an employee centric mindset - Offers onsite, hybrid and field work environments - Paid volunteering and charitable donation/match programs - Employee Resource Groups - Dedicated Training Resources and Learning & Development Programs - Paid Educational Assistance *US Only **Center Valley, PA and Westborough, MA Are you ready to be a part of our team? Learn more about our benefits and incentives: https://www.olympusamerica.com/careers/benefits-perks. The anticipated base pay range for this full-time position is $94,580.00 - $132,412.00 / year, plus potential for annual bonus (subject to plan eligibility and other requirements). This pay range represents the National Average of the range, and may vary depending on the location of the individual. Olympus considers a variety of factors when determining actual compensation for this position, including level of experience, working location, and relevant education and certifications. At Olympus, we are committed to Our Purpose of making people’s lives healthier, safer and more fulfilling. As a global medical technology company, we partner with healthcare professionals to provide best-in-class solutions and services for early detection, diagnosis and minimally invasive treatment, aiming to improve patient outcomes by elevating the standard of care in targeted disease states. For more than 100 years, Olympus has pursued a goal of contributing to society by producing products designed with the purpose of delivering optimal outcomes for its customers around the world. Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com. You Belong at Olympus We are deeply committed to fostering a respectful, fair, and welcoming workplace for all individuals, perspectives, and lifestyles. We believe in fostering a non-discriminatory, inclusive work environment where everyone feels a sense of belonging, in full compliance with legal standards. Empathy and unity are core to our company culture, empowering employees to contribute fully and flourish. We warmly encourage all who wish to bring their talents to Olympus to apply. Applicants Requesting Accommodations: Olympus is committed to the full inclusion of all qualified individuals. As part of this commitment, Olympus will ensure that persons with disabilities are provided reasonable accommodations for the hiring process. If reasonable accommodation is needed, please contact OCAAccommodations@olympus.com. If your disability impairs your ability to email, you may call our HR Compliance Manager at 1-888-Olympus (1-888-659-6787). Let’s realize your potential, together. It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law. Posting Notes: || United States (US) || Pennsylvania (US-PA) || Center Valley || Commercial Operations

• Own the full client journey From onboarding through adoption, renewal and expansion, you hold the thread • Turn goals into tangible outcomes You build activation plans, define success metrics and develop coaching playbooks that connect what clients want to achieve with what CoachHub delivers • Be the voice of your clients internally You channel client feedback to Product, flag risks before they become problems and coordinate across internal teams to make sure your clients always experience CoachHub at its best • Lead strategic reviews that open doors You run Executive Business Reviews that go beyond reporting • Educate, inspire and embed coaching Through workshops, webinars and one-on-one conversations, you help clients integrate coaching into their L&D programmes, leadership initiatives and transformation agendas • Contribute to a team that practices what it preaches. You share what's working, support your peers and bring your own growth mindset to everything you do

• Lead mission-critical customer outcomes, 24/7 network operations, and platform reliability for government agency clients • Manage customer success strategy aligned to company revenue goals • Build, hire, mentor, and retain a team of Customer Success Managers • Define and continuously improve the customer journey • Collaborate cross-functionally with Engineering, Product, Marketing, and Support • Report CS performance to executive leadership

Location: Florida, United States of America Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure. Remote- US- East/Central Region Thales is seeking an experienced and passionate Senior Customer Success Manager to join our dynamic team. In this role, you will be responsible for driving customer success, ensuring high levels of customer satisfaction, and fostering long-term relationships with our valued clients. The ideal candidate will be a proactive leader with excellent communication skills, a strategic mindset, and a proven track record in managing customer success initiatives. Key Areas of Responsibility Customer Relationship Management: - Establish and maintain strong relationships with key customers, understanding their needs, goals, and challenges - Serve as the primary point of contact for customers, becoming customer’s trusted advisor and ensuring their satisfaction - Conduct Joint Success Plans, regular check-ins and business reviews with customers to assess satisfaction and identify opportunities for improvement and growth Customer Success Strategy: - Develop and execute comprehensive customer success strategies to drive customer engagement, retention, and growth - Identify and implement best practices for customer success, continuously improving processes and methodologies - Collaborate closely with sales, marketing, product, and support teams to align on customer success objectives and deliver a cohesive customer experience Metrics and Reporting: - Monitor and analyze key customer success metrics, such as customer satisfaction, retention rates, and product usage - Prepare and present regular reports on customer success performance and trends to senior management Escalation Management: - Handle customer escalations with a sense of urgency and professionalism, working to resolve issues promptly and effectively - Coordinate with internal teams to address customer concerns and ensure timely resolution of any technical or service-related issues​ Minimum Requirements - Bachelor’s degree in business, Marketing, or a related field; MBA is a plus: or equivalent work experience - Proven experience (8+ years) in a customer success, account management, or related role, preferably in the cyber industry - Experience engaging and building trust with security-focused personas (e.g., CISOs, Security Architects, SecOps teams) - Demonstrated success in managing large, complex customer accounts and driving customer satisfaction and retention - Strong interpersonal and communication skills, with the ability to build and maintain relationships with diverse stakeholders - Excellent problem-solving skills and a proactive approach to customer success - Familiarity with customer success software and CRM systems (e.g., Salesforce, Planhat, etc.) - Ability to analyze data and use insights to drive customer success strategies - Customer-focused mindset with a passion for delivering exceptional service - Strategic thinker with the ability to develop and execute customer success plans - Strong organizational skills and attention to detail - Ability to work independently and as part of a team - Adaptable and capable of thriving in a fast-paced, dynamic environment. - Strong leadership qualities and the ability to mentor and develop junior team members Applicants must be legally authorized to work in the United States for any employer at the time of hire. This position is not eligible for visa sponsorship or for assuming sponsorship of an employment visa now or in the future. If you’re excited about working with Thales, but not meeting the requirements for this position, we encourage you to join our Talent Community! https://careers.thalesgroup.com/global/en/jointalentcommunity. You can upload your CV and our recruiters can get in touch with any new opportunities that may be of interest to you. Why Join Us? Say HI and learn more about working at Thales click here #LI-MM1 #LI-Remote This position will require successfully completing a post-offer background check. Qualified candidates with criminal history will be considered and are not automatically disqualified, consistent with applicable federal law, state law (the California Fair Chance Act), and local ordinances (San Francisco Fair Chance Ordinance, City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, and Los Angeles County’s Fair Chance Ordinance for Employers). We are an equal opportunity employer, including disability and veteran status. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. If you need an accommodation or assistance in order to apply for a position with Thales, please contact us at talentacquisition@us.thalesgroup.com. The reference Total Target Compensation (TTC) market range for this position, inclusive of annual base salary and the variable compensation target, is between Total Target Cash (TTC) 125,217.50 - 217,261.50 USD Annual This reflects how companies in a similar industry and geographic region generally pay for similar jobs. This range helps the Company make pay decisions as one data point among many. Where a position falls within this range is also dependent on other factors including – but not limited to – the employee’s career path history, competencies, skills and performance, as well as the company’s annual salary budget, the customer’s program requirements, and the company’s internal equity. Thales may offer additional benefits and other compensation, depending on circumstances not related to an applicant’s status protected by local, state, or federal law. (For Internal candidate, if you need more information, please reach out to your HR Shared Service, 1st Point) Thales provides an extensive benefits program for all full-time employees working 30 or more hours per week and their eligible dependents, including the following: •Elective Health, Dental, Vision, FSA/HSA, Voluntary Life and AD&D, Whole Group Life w/LTC, Critical Illness, Hospital Indemnity, Accident Insurance, Legal Plan, Identity Theft, and Pet Insurance •Retirement Savings Plan after 30 days of employment with a company contribution and a match, and with no vesting period •Company paid holidays and Paid Time Off •Company provided Life Insurance, AD&D, Disability, Employee Assistance Plan, and Well-being Program