• Manage and grow a portfolio of high-performing Retail partners, serving as the primary relationship owner and strategic point of contact • Drive measurable business impact by increasing partner-generated ARR, partner referrals, and mutual retention • Work with Retail leadership to identify and recruit new Retail partners that fill ecosystem gaps, enhance product value, and support key needs across Sales, Customer Success, and Product • Own the end-to-end partner lifecycle — from initial sourcing, evaluation, and contracting to onboarding, enablement, scaling, and renewal • Develop and track key KPIs (e.g., partner revenue contribution, referral volume, partner adoption metrics), using data to prioritize investments and surface insights to leadership • Lead regular business reviews with partners to align on goals, share performance insights, and identify expansion opportunities • Collaborate cross-functionally with teams across Product, Sales, Marketing, and Legal to ensure partner alignment and integration success • Negotiate partner contracts confidently, ensuring fair and scalable terms that drive long-term ecosystem value • Contribute to Retail ecosystem strategy, helping define which partner types are critical to support Toast’s growth and Retail success

• Manage an assigned book of business, ensuring performance requirements are met and no liability occurs. • Deliver outstanding service, anticipate client needs, maintain professional communication, and respond quickly to requests. • Lead the account team with a strong work ethic, positive attitude, and willingness to assist others. • Direct daily activities of Account Coordinator(s), assign tasks, communicate expectations, monitor execution, and recommend corrective actions. • Identify and act on sales opportunities to grow IOA business. • Manage new business setup, including data gathering, client file creation, communication, AOR notifications, carrier rates, internal services setup, compliance audits, client education, and employee meetings. • Manage renewals by verifying client data, updating files, liaising with clients and carriers, obtaining rates, ensuring internal services usage, performing audits, coordinating training, and conducting meetings. • Build and improve client relationships, seek feedback, and implement improvements. • Advocate for clients and carriers to ensure mutually beneficial outcomes. • Identify and implement value-added solutions for clients. • Support team training and development, promote a positive work environment, and seek continuous improvement. • Maintain transparent communication with Producers and team members. • Ensure adherence to company policies and industry standards. • Champion IOA core values and demonstrate integrity and leadership.

• The Account Manager is responsible for the preparation, coordination, and management of client insurance benefits enrollment and communication projects • This pivotal role ensures seamless execution of client initiatives, contributing to their success and satisfaction • Reporting directly to the Director of Account Management, the Account Manager will play a key role in delivering exceptional service and fostering strong client relationships • Coordinate and perform tasks related to the implementation of benefits enrollment projects, specifically initiating and managing the project checklist and timelines • Drive team integration across departments to effectively deliver tasks on time, holding team members accountable to deadlines • Gather and store case documents, including but not limited to budget and goals, plan of enrollment, counselor scripts, and required client documentation for Carriers • Organize, manage, and participate in weekly case project team meetings • Schedule and lead client administrative calls with payroll and carriers • Coordinate and document the weekly client call • Develop and maintain client relationships along with the EOI Client Executive • Produce the Enrollment Manual with required case specifics • Administer the case training for the Benefit Counselors • Oversee client census information for distribution to required parties • Spearhead and manage any replacement processes, including but not limited to, product mapping over to the new Carrier and arranging materials needed for the upcoming product RFP • Monitor Enrollment System: gather carrier specification documents, census information, and test the enrollment platform • Organize and track case results and counselor reporting • Generate and organize statistical data from Oracle and enrollment platforms for reporting to Client, Broker, and EOI Marketing • Confirm and audit project enrollments and confirm initial payroll deductions with clients • Process, track, and assist in resolving customer service issues • Assist with the set-up of monthly new hires project timelines, licensing, and training materials • Other duties as assigned

• Maintains relationships with key internal and external clients. • Initial communication point, and owns all client communication, gathers complex client requirements, and triages incoming opportunities/projects. • Establish and maintain excellent relationships with internal/external clients, and production colleagues worldwide. • Gathers and analyzes new client requirements. • Collaborates with various members of the production to assess the scope of work and produce cost estimates when needed. • Triages client requests and performs handovers to project teams. • Advises clients regarding best practices for translations and setting translation budget guidelines. • Helps clients and project teams troubleshoot issues that may arise during the project process. • Identifies improvements to existing workflows and processes. • May attend client meetings to support the generation of future project deliverables. • Responsible for collecting customer satisfaction data and act as a point of escalation.