• Responsible for overall management and service delivery of assigned customers and projects, including customer satisfaction and financial results. • Manage full range of project life cycle (Initiate, Plan, execute, close). • Build relational network within assigned accounts. • Lead cross functional implementation and operational teams. • Leverage relational network within assigned accounts to identify opportunities to expand services. • Develop implementation strategy, plan and resource requirements for new accounts or projects. • Establish metrics, process flow, roles & responsibilities, timelines, budgets, and requirements for project go-live. • Ensure alignment of resources and efficiencies to protect and grow margins while delivering value to the customer. • Monitor overall account health and client satisfaction.

• Responsible for market development and sales for strategic corporate initiatives • Serves as the subject matter expert for our Pediatric and Scoliosis Strategy • Presents and promotes our pediatric and scoliosis bracing products and solutions to current and prospective customers • Educates customers, both internal and external, on our pediatric and scoliosis products and solutions • Leads and facilitates key strategic pediatric and scoliosis initiatives and accountable for achieving budgeted revenue goals • Develops, collaborates, and maintains relationships with local sales teams to achieve objectives • Works collaboratively with marketing and other cross functional groups to drive commercial success • Identifies opportunities to expand penetration into existing accounts for additional services and add value to the customer • Monitors strategies and marketplace developments and communicates regarding such matters to business partners and the internal organization • Provides input to Marketing and Senior Leadership on market trends, competition, and field sales execution to analyze, direct, and review product offerings, competition and market strategies and programs

• Develop and implement a comprehensive guest posting strategy to increase brand visibility and website traffic. • Identify and build relationships with potential guest bloggers and industry influencers for content collaboration. • Review and edit guest post submissions to ensure they align with the company’s content standards and brand voice. • Coordinate with the marketing team to integrate guest posts into broader promotional campaigns and track their performance. • Stay updated on industry trends and best practices to maintain a competitive edge in content marketing.

• Lead, mentor, and inspire a geographically distributed Incident and Problem Management team, fostering accountability, quality, and a positive, collaborative environment. • Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones. • Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs. • Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions. • Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts. • Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption. • Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager. • Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams. • Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.