• Implement fellowship program engagement strategy for fellowship programs • Promote and deliver educational content for fellows • Communicate upcoming fellows engagement opportunities • Provide feedback on the strategic implementation and assessment of fellows’ programs • Handle all communication and follow-up with fellows’ events, attendees, and field referrals • Track fellows throughout educational journey • Ensure Abiomed field sales and clinical personnel are aware of programs • Attend key training programs, symposia, and conferences

• Implement fellowship program engagement strategy for fellowship programs in aligned segment with input from multiple stakeholders including Physician Program Directors, Professional Education and Commercial Team. • Promote and deliver educational content for fellows in collaboration with clinical team and KOL’s in the Cardiovascular space. • Communicate upcoming fellows engagement opportunities to field and fellowship programs to ensure adoption of fellows learning curriculum, best practices, and transition to practice. • Provide feedback on the strategic implementation and assessment of the need for new fellows’ programs and modifications of existing fellows’ programs based on follow-up, customer satisfaction, utilization, and metrics. • Handle all communication and follow up with the fellows’ events, attendees, and field referrals in given segment. • Track fellows throughout educational journey and communicate and collaborate with Therapy Awareness Managers and Commercial Team regarding outgoing fellows information and transition to practice. • Ensure Abiomed field sales and clinical personnel are aware of programs, registration, and enrollment processes. • Attend key training programs, symposia, and conferences related to areas of interest for Abiomed.

• Forecast demand, optimize schedules, and model capacity across voice, chat, email, and SMS. Ensure we're staffed to hit service levels without burning budget on unnecessary overtime. • Design IVR flows, optimize call routing, manage our dialer, implement call branding, and evaluate platform alternatives. Be the technical brain behind every inbound and outbound interaction. • Own chat, email, and SMS as strategic channels. Monitor performance, identify bottlenecks, design routing logic, and drive improvements that make digital interactions as effective as voice. • Design, implement, and manage workforce management strategies within the contact center that ensure proper staffing levels to meet service demand. • Conduct long-term forecasting and capacity planning to align workforce needs with operational growth and seasonal fluctuations. • Leverage data analytics and historical trends to forecast call volumes and staffing requirements. • Monitor real-time data and recommend schedule adjustments as needed to optimize resource utilization. • Identify and implement process improvements that enhance productivity, decrease wait times, and improve overall customer and employee experience. • Standardized workforce management policies and procedures. • Research, implement, and manage workforce management systems, scheduling software, and automation tools to support contact center efficiency. • Evaluate emerging technologies to drive continuous improvement and innovation in workforce operations. • Analyze and monitor key performance indicators (KPIs) related to staffing, call handling, service levels, and workforce productivity. • Provide actionable insights and recommendations based on performance data to drive operational success.

• Develop and implement partner sales strategies aligned with Omnissa’s federal business objectives to consistently achieve and exceed revenue targets. • Build, develop, and manage relationships with assigned federal partners. Serve as the primary point of contact and trusted advisor for partner sales, marketing, and technical teams. • Identify, recruit, and onboard new federal partners into Omnissa’s Partner Program, ensuring they have the tools, knowledge, and resources needed to deliver successful outcomes for their customers. • Enable partners on Omnissa’s federal value propositions, use cases, competitive differentiation, and product updates. Coordinate training and certification activities to ensure partners have the necessary skills and competency for success. • Work with partners to create joint business plans, including federal sales target alignment, demand generation campaigns, marketing programs, and enablement plans. Track progress through regular business reviews and performance metrics. • Collaborate with Omnissa federal sales teams to build joint pipelines and execute co-selling motions. Identify and support strategic opportunities through deal registration, account mapping, and partner engagement. • Monitor federal market trends, competitive activities, and customer feedback to identify opportunities for business growth and development. • Engage with internal and external stakeholders to develop business cases, programs, and processes that enable partners to execute on Omnissa’s federal go-to-market strategies. Ensure alignment with federal compliance, contracting, and procurement requirements.