Role Description The Member Support Manager is responsible for owning team performance, operational strategy, and organizational effectiveness across a team of support agents, Leads, and Senior MSAs. This role reports to the Senior Manager of Member Support. You will oversee a team dedicated to providing comprehensive support to members across SMS, phone, email, and live chat. As Manager, you will: - Monitor key performance indicators - Drive process improvements - Own staffing and planning decisions that enable the team to scale effectively over time This role carries direct people management responsibility for multiple Leads and Senior MSAs, while supporting and calibrating Leads in their ownership of MSA performance. You will own formal performance management at the Lead and Sr. MSA level, including evaluations, documentation, and improvement plans. You will also play a leadership role within the broader Member Success organization by: - Driving cross-functional alignment - Owning operational improvements - Partnering closely with the Sr. Manager of Member Support on scaling the Member Support function Note: Given our team is dispersed across various timezones and working days (Monday–Sunday), there could be a need as we continue to evolve this role to be available on weekends. Qualifications - Adaptive, strategic thinker with strong operational judgment - Able to quickly shift between tactical needs and long-term priorities without losing sight of team performance or business goals - Proven ability to manage and develop leaders - Experience coaching and holding team leads or senior contributors accountable - Strong performance management and accountability mindset - Ability to prioritize and operate with autonomy - Operational and systems-oriented thinking - Strong leadership and communication skills - Ability to balance business needs with team health - Excellent written and verbal communication skills, with strong execution of brand voice Requirements - Oversee team performance and ensure adherence to KPIs and quality expectations at all levels — MSA, Sr. MSA, and Lead - Coach, develop, and hold Leads and Sr. MSAs accountable for performance standards - Conduct biweekly 1:1s with Leads and Sr. MSAs - Monitor and report on KPIs, performance metrics, and member contact trends - Own week-to-week and forward-looking staffing strategy and workload planning - Identify opportunities to streamline workflows and improve documentation - Partner with internal teams to address operational challenges Benefits - Competitive salary and benefits package - Flexible working hours - Dynamic work environment where creativity and innovation are encouraged

• Lead the preparation and coordination of proposals, RFP responses, RFIs, and related opportunity submissions for international customers • Manage proposal timelines, schedules, and deliverables to ensure high-quality and compliant and coordinate across the company on capture activities to align strategy, messaging, and win themes • Coordinate inputs from cross-functional stakeholders • Ensure proposals clearly articulate the value of Slingshot’s Space Operations Intelligence and Autonomy offerings • Maintain proposal documentation, templates, and knowledge repositories for all international captures • Identify opportunities to improve proposal processes and help strengthen Slingshot’s international bid capability

• Manages and coaches district clinical employees through the utilization of field visits, individual or group meetings, and telephone contacts • Partners to ensure coordinated sales and clinical efforts across the district, driving clinical efficiencies including case coverage where necessary • Schedules resources for clinical events working closely with the District Manager • Ensures all direct reports have annual/quarterly objectives and implements a regular schedule of evaluating performance • Directs and motivates employees to achieve clinical, unit and revenue goals • Provides ongoing feedback/coaching and regular performance and development discussions with employees • Oversees the training and development of Clinical Specialists in product knowledge and competitive knowledge • Coordinates, develops, and implements strategies to achieve short and long-term business objectives

Title: Engagement Manager, Professional Services Location: New York, NY Full-time Hybrid Department: Professional Services – Professional Services Job Description: At H1, we believe access to the best healthcare information is a basic human right. Our mission is to provide a platform that can optimally inform every doctor interaction globally. This promotes health equity and builds needed trust in healthcare systems. To accomplish this our teams harness the power of data and AI-technology to unlock groundbreaking medical insights and convert those insights into action that result in optimal patient outcomes and accelerates an equitable and inclusive drug development lifecycle. Visit h1.co to learn more about us. H1's Professional Services team is new — and that's intentional. We're building the connective tissue between what our platform promises and what our customers actually experience, and we're looking for people who want to help shape what that looks like from the ground up. If you've ever wanted to establish the playbook rather than just run it — defining how we implement, how we deliver, and how we scale — this is that opportunity. The foundation is here. The work of building something great starts now. WHAT YOU'LL DO AT H1 As Engagement Manager, Professional Services, you'll own the end-to-end delivery experience for H1's customers' special projects. You'll be the primary point of accountability from contract signature through go-live and beyond — coordinating internal teams, managing customer stakeholders, and making sure every engagement lands on time, on scope, and with measurable value. This is a senior individual contributor role with meaningful cross-functional influence. You don't manage a large org, but you do run the room — with customers, with engineering, with product, and with sales. The right person is as comfortable in a technical scoping conversation as they are running an executive steering committee. In this role, you will: - Own the full delivery lifecycle for a portfolio of customer services projects — scoping, project planning, execution, and cross-team collaboration - Serve as the primary customer-facing point of contact throughout each engagement, managing stakeholders at the director and VP level - Coordinate across Forward Deployed Engineers, Solutions Insights, and internal product and engineering teams to keep engagements on track - Anticipate and manage risks proactively; escalate appropriately without waiting for problems to surface on their own - Help create tracking and reporting on engagement health, milestones, and time-to-value metrics - Partner with Sales during the late stages of deals to ensure SOW accuracy and a clean handoff into delivery - Help define resource requirements for augmented staffing engagements within your accounts, partnering with the recruiting team on execution - Feed patterns and blockers to leadership to strengthen methodology, tooling, and playbooks over time - Build the kind of customer relationships that turn a successful implementation into an expansion conversation - Serve as a credible voice of the customer back into the product organization ABOUT YOU - You're highly organized and proactive — you build structure when it doesn't exist, and you maintain it when it does - You're a clear, confident communicator with customers; you don't over-promise or under-explain - You operate with an ownership mentality — you escalate when needed but don't wait to be told when something is off track - You're comfortable with ambiguity in a scaling environment and build process without needing it to already exist - You bring commercial instincts and genuine customer empathy in equal measure REQUIREMENTS - 6–9 years of experience in professional services, implementation, consulting, or technical project management at a B2B SaaS or DaaS company - Demonstrated track record of managing complex, technical, multi-stakeholder software implementations end to end - Experience serving healthcare, pharma, or life sciences clients - Comfortable operating in technical environments — you don't need to write code, but you need to hold your own in a conversation with engineers and data teams - Familiarity with forward-deployed or embedded engineering models is a plus - Willingness to travel to customer sites and company offsites (~20–25%) - Based in or able to reliably commute to New York, NY for key team rhythms COMPENSATION This role pays $140,000 to $165,000 per year, based on experience, plus variable compensation tied to implementation performance, in addition to stock options. H1 OFFERS - Full suite of health insurance options, in addition to generous paid time off - Pre-planned company-wide wellness holidays - Retirement options - Health & charitable donation stipends - Impactful Business Resource Groups - Flexible work hours & the opportunity to work from anywhere - The opportunity to work with leading biotech and life sciences companies in an innovative industry with a mission to improve healthcare around the globe H1 is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and teammates. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law. H1 is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you require an accommodation, please reach out to your recruiter once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.