• Establish yourself as a subject matter expert by demonstrating contracting and negotiating expertise related to T&Cs • Actively participate in ITO process simplification and related lean efforts • Provide the support to the sales and commercial teams during the ITO phase of a transaction for proposal and contract document preparation, mark-up and management • T&Cs risk checklist interpretation and evaluations • commercial risk process questions • customer negotiations • reviewing and finalizing contract and purchase order documents • Provide guidance and recommendations regarding contractual and commercial implications of proposed and final commercial T&Cs strategies and decisions • Coordinate, manage, and maintain a library of master and framework agreement records in Salesforce.com (NEX) • Disseminate relevant contract documents and templates within the organization as needed • Work closely with regional Legal team members to support deal strategy development, T&Cs negotiations with customers • Engage, solicit, and effectively incorporate inputs from required functional subject matter experts into proposal, contract, and purchase order documents • Coach, mentor, and train both new and experienced commercial and sales manager on T&Cs and other relevant contracting related business topics

• Preparation of TX proposals/bids, contract negotiation and compliance with contract commitments and commercial risk assessment • Develop proposals; may negotiate with customers; ensure deals deliver shareholder value; drive competitive pricing • May include compiling and submitting required tender documentation • Requires specialized knowledge across product lines, markets, sales processes, or customer groups • Requires strong commercial awareness, and is expected to influence the development of strategy for their broad sales territory, including control of resources • Stays informed of industry trends that may inform work • Uses high level of judgment to make decisions and handle complex tasks or problems within projects, product lines, markets, sales processes, campaigns or customers • Has ability to assess quality of information given and ask pertinent questions to stakeholders or customers • Able to offer new solutions to problems outside of set parameters and is able to construct and provide recommendations • Uses multiple internal and some external sources outside of own function to help arrive at a decision • May lead functional teams or projects with minimal resource requirements, risk, and/or complexity • Communicates difficult concepts and may influence others' options on particular topics • May guide others to consider a different point of view

• Serve as Customer’s primary point of customer contact for Five9 Managed Services to include technical account management and service desk • A strong leader, a collaborative partner with the experience, skills, and business acumen to lead and coordinate service delivery programs of this size and scale • Develop and oversee communication plan between Five9, our customers and partners • Oversee customer governance and administration arrangements • Build and manage Day2 Service Implementation work streams through traditional PMP detailed plans as well as demonstrate Agile sprint management for incremental delivery • Develop and deliver Five9 Managed Services Reporting (weekly, monthly, quarterly, as agreed with the customer during Service Transition) • Monitor and report on status of any defects submitted on behalf of the customer. Engage internal Five9 teams as required to develop resolution and expected timeline for delivery of defect resolution • Monitor and report on status of feature requests submitted by the customer. Engage regularly with the Five9 product team to meet with the customer to fully understand requirements, confirm feasibility, and map timeline for the requested feature • Manage Five9 and any third party contracted deliverables and services included in the Five9 solution purchased by the customer • Responsible for managing the Service Transition workstream for Day 2 readiness. This workstream will be incorporated into the broader Implementation Program timeline managed by Five9 Professional Services • Maintain close alignment with the Five9 Account Management team to encourage adoption of Five9 technology, escalate issues internally, participate in account status reviews/QBRs (internal and customer-facing)

• Interact with key stakeholders within healthcare provider clinics, physician practices, or hospital outpatient locations • Act as a liaison between healthcare provider offices and CareMetx program teams to support complex reimbursement cases • Take the lead on complicated or escalated reimbursement cases in assigned territory, navigating options for both patients and providers to access prescribed therapies for patients • Validate Prior Authorization and Appeal Requirements and communicate as needed to stakeholders • Track electronic payer billing codes for pharmacy and medical payers • Develop Appeal Package for patient support program; ensures communication occurs between stakeholders on status of Appeal, if applicable • Coordinates with patient support program representatives • Assist program teams with handling escalated medical and pharmacy billing challenges • Assist with resolving reimbursement challenges • Provides information on relevant reimbursement topics related to our client’s products • Educate clinics/physician’s offices on patient support program and services • Effectively communicates with patients, family, provider, manufacturer and team members • Provides exceptional customer service to internal and external customers resolves any customer request in a timely and accurate manner, escalates complaints accordingly • Assist in development of standard operating procedures regarding payer creation, payer database management and prior authorization forms library • Verifies transactions and processes comply with organizational and departmental policies and procedures; suggests changes and solutions as appropriate • Independently and effectively resolves complex accounts with minimal supervision • Handles complex issues where analysis of situations or data requires an in-depth evaluation of variable factors • Networks with key contacts outside their own area of expertise • Acts independently to determine methods and procedures on new or special assignments • Exercises judgment in selecting methods, techniques and evaluation criteria for obtaining results • Maintain regular and reliable attendance, including being present, on time, and prepared for work as scheduled • Performs related duties as assigned