• Carry a net dollar retention quota. Own the full renewal cycle, proactively identify and close expansion and cross-sell opportunities, and drive adoption of Gladly’s AI products across your portfolio. • Build efficient account plans that balance high-impact strategic engagement with portfolio-wide coverage. Identify key accounts for deeper investment and develop playbooks for scalable growth. • Lead QBRs, renewal discussions, and strategic conversations with VP and Director-level stakeholders. Translate platform value into business outcomes that support retention and growth. • Manage renewal and expansion negotiations with confidence. Navigate procurement and approval processes efficiently across a larger book of business. • Leverage knowledge of Gladly’s platform and Customer AI capabilities to recommend solutions that drive efficiency and customer value. Position AI adoption as a strategic expansion lever. • Partner with Sales, Product, and CX teams to advocate for the Voice of the Customer and ensure alignment on account priorities and timelines.

• Establishing trust with key stakeholders to secure long-term partnerships. • Understanding client needs to propose solutions that ensure their success and expand account value. • Serving as the key link between clients and internal teams (marketing, sales, support) to meet deadlines. • Negotiating contracts, managing budgets, and preparing regular reports on account progress. • Acting as the first point of escalation to solve issues and maintain satisfaction. • Hold meetings with c-level executives externally and internally.

• Establishing trust with key stakeholders to secure long-term partnerships. • Understanding client needs to propose solutions that ensure their success and expand account value. • Serving as the key link between clients and internal teams (marketing, sales, support) to meet deadlines. • Negotiating contracts, managing budgets, and preparing regular reports on account progress. • Acting as the first point of escalation to solve issues and maintain satisfaction. • Hold meetings with c-level executives externally and internally.

• Develop New Products & Take Them to Market (30%) Identify new product opportunities within Partnerships and Consulting team to diversify revenue Build business cases, revenue models, and pricing strategies for new offerings Test, iterate, and refine solutions based on client needs, field insights, and user feedback Translate concepts into prototypes, pilots, and launch-ready offerings Coordinate with product, tech, actuarial, research, and field teams to ensure feasibility and execution Conduct market sizing, feasibility assessments, research, and data analysis • Drive Revenue & Partnership Growth (25%) Source, build, and manage relationships with donors, development agencies, and commercial partners such as World Bank, IFC and Gates Foundation Develop and pitch grant proposals, consulting proposals, tenders, and concept notes Identify opportunities to expand existing partnerships or create new ones Lead business development in new markets and product verticals, delivering on annual revenue goals • Project Execution & Research (20%) Support early-stage execution of newly designed products, including pilots, proof-of-concepts, and initial client deployments, before full handover to execution or country teams Flexibly support priority projects across the Partnerships and Consulting portfolio, contributing analytical, coordination, or execution capacity as needed Map stakeholders, analyse partner incentives, and develop entry strategies for new geographies or products Oversee end-to-end research collaborations for consulting projects, including with research institutions and third party survey providers. • Stakeholder & Relationship Management (15%) Lead strategic partner management across global institutions, aligning country, regional, and HQ priorities to unlock new partnership opportunities Represent the company in meetings with donors, clients, insurers, ministries of agriculture, foundations, and multilaterals Manage routine communication, follow ups, and progress reports with partners. Build trust, credibility, and professional gravitas across levels of seniority • Cross-Functional Leadership (10%) Collaborate closely with commercial, product, field operations, tech, actuarial, and research teams Ensure smooth execution of pilots, product launches, and consulting engagements Support internal alignment, knowledge sharing, and project coordination