• 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

• Build and maintain strong relationships with Guidewire Customers, providing firm guidance and leadership support. • Evaluate the production readiness of customers by managing the planning and execution from 'Build' to 'Run.' • Ensure that both Guidewire and the customer are prepared for a successful transition to production. • Collaborate with teams on Deployment Plan development, Dry Run scheduling, resource coordination, and execution of Deployment Plans. • Act as a thought expert for internal Guidewire teams on cutover and deployment questions during post-production.

• Serve as the primary point of accountability for site activation and start‑up activities on assigned studies. • Oversee cross‑functional site activation activities to ensure milestones are achieved on time and within budget. • Manage the accurate tracking, analysis, and reporting of site activation progress and metrics. • Partner with project teams to support feasibility, site qualification, selection, and regulatory activities as needed. • Communicate site activation status, risks, and mitigation plans to Sponsors, project leadership, and internal teams. • Develop and maintain site activation project plans and support risk assessment and issue resolution. • Ensure site activation activities are appropriately budgeted, with out‑of‑scope work tracked and managed through change control. • Drive continuous improvement through SOP development, best practices, metrics, and departmental initiatives. • Contribute to business development activities, including proposal development and bid defense support. • Liaise with internal stakeholders and external vendors, escalating issues as needed to ensure on‑time delivery. • Ensure compliance with SOPs, ICH GCP, and applicable regulatory requirements.