• Lead discovery and scoping conversations with prospective customers to define implementation and training requirements • Partner with Sales to accurately estimate delivery hours for core systems, modules, and custom solutions • Develop detailed handover documentation to ensure smooth transition from pre-sales to Services delivery • Scope Service & Success Package usage requests in collaboration with Customer Success Managers • Create proofs of concept and recommend solutions for complex or non-standard customer needs • Collaborate with Product, Partnerships, and Services to scope delivery for new features and integrations • Maintain and improve scoping accuracy by monitoring implementations and updating internal frameworks (e.g., hours matrix)

• Lead client-facing technical calls to guide providers through the onboarding process. Translate complex integration requirements into actionable project plans. • Design and build ordering and results workflows within Epic Aura/Ambulatory environments, ensuring seamless data exchange. • Deploy and manage integrations using FHIR APIs as the primary standard, with a deep understanding of HL7 for legacy fallback scenarios. • Act as the Tier 3 escalation point for critical production issues. Troubleshoot and resolve high-priority tickets within strict SLA timelines. • Lead User Acceptance Testing (UAT) sessions, validating that builds meet clinical requirements and technical specifications. • Maintain rigorous documentation discipline within **Jira**, ensuring all configurations, bugs, and project milestones are tracked with precision.

• Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks • Troubleshoot and resolve complex incidents, escalating when appropriate • Identify and resolve underlying problems affecting IT systems and services • Mentor and guide Level 1 analysts, assisting with incident resolution and skill development • Ensure timely and accurate resolution of all technical issues • Conduct follow‑up with customers or employees to support satisfaction and continuity • Continue building your technical skill set through training, certification, and self‑directed learning • Participate in special projects that enhance service delivery and IT operations

• Build trusted cross-functional relationships with Product, Commercial Legal, Billing Operations, Finance, and Sales; proactively identify opportunities for policy, process, and tooling improvements. • Partner with Sales to structure commercially sound deals by evaluating tradeoffs across price, term, volume, and risk, aligned with Twilio’s financial guardrails. • Lead financial modeling and evaluation of non-standard deal structures, ensuring alignment with margin targets, ARR goals, and long-term profitability. • Act as a trusted advisor throughout the sales cycle, guiding deal strategy and coaching Sales on pricing, terms, and contract structures. • Manage complex contracts and non-standard terms, including drafting and reviewing order forms in line with company policies. • Provide end-to-end quote-to-signature support, including CPQ quote creation, pricing and approval workflows, order form generation, and DocuSign execution. • Enforce approval frameworks and policies; manage escalations and exceptions for strategic deals. • Mentor and support Analysts (as designated), particularly on deal strategy, modeling, and contract structuring. • Contribute to the development and refinement of contract processes, documentation, and enablement materials to support scalable GTM execution.