• Onboarding & Launch: Lead the end-to-end setup of newly signed clinics across mainland UK. • Workflow Integration & Embedding: Build and implement bespoke clinical and administrative workflows with Front of House teams and Vets. • Clinic "Farming" & Optimisation: Identify "under-performing" active accounts and implement strategic plans to grow their home delivery uptake and the number of electronic product recommendations. • In-House Training: Conduct intensive in-person training sessions for veterinary surgeons, nurses, practice managers and receptionists.

• Effectively manage ongoing relationships with clients in portfolio and oversee Client Success Manager. • Focus of this position is to enhance and nurture existing relationships resulting in client retention and identification of upsell opportunities and to lead streamlined internal teams to support clients and customers. • Oversee daily operations and performance of client success managers. • Act as main point of contact for CSMs to support client inquiries, concerns, and feedback. • Identify opportunities with CSMs to expand the client’s use of service. • Participate in creating of goals, and track progress throughout the year with team. • Ensure team is staying on track to meeting goal for all implementations. • Manage portfolio requirements set by Director of CSM. • Handle escalated internal/external complaints or complex issues. • Ensure CSMs are managing the at-risk process from start to finish and maintain the proper escalation path is being utilized. • Work with internal teams to streamline process and develop strategies to prevent similar issues from arising in the future. • Responsible for coaching, training, and developing team members. • Facilitate team training sessions and support career development. • Identify opportunities to enhance processes and improve service efficiency.

• Encourage collaboration and develop your team to achieve all key metrics for your client(s)/region • Implement standardized processes to drive operational efficiencies • Identify process improvements and drive optimizations internally while partnering with clients • Build, develop and lead a successful team of Project Managers, Project Coordinators and Account Managers • Ensure that your team adheres to project timelines outlined in the Service Level Agreement

• Partner with sales and your CSM’s to complete a comprehensive sales transition process • Operate as a seasoned business partner to your customer and their delivery team by knowing their strategy and plan • Primary ownership and accountability for driving your customer’s adoption, expansion, satisfaction, and renewal • Understand customer’s OneStream contractual agreements (Cloud/SaaS, Term, etc.) • Understand customer’s contractual agreements with their delivery team whether it is with a Partner or with OneStream Services (Scope, Timeline, staffing) • Manage and execute the customer’s onboarding process • Develop strong working relationship with your customer and their delivery team • Establish and execute cadence-based “Business Review” meetings with your customer • Support your Region CS Director in conducting monthly Region Health Check meetings with the regional sales team • Work with your Regional CS Director to proactively manage the regions portfolio of renewals, expansions, and conversions to SaaS • Identify and mitigate risks that threaten your customer’s satisfaction, growth, or renewal • Align with Customer Success Leadership on regional metrics • Develop and grow your knowledge of OneStream’s Platform and MarketPlace Solutions and share that knowledge with customers • Promote awareness of Regional OneStream Communities and customer educational events • Keep management informed of progress and obstacles on your portfolio of customers • Support Sales in the Customer Account Planning sessions • Actively listen to customers and help them understand how they can get the most value from their investment in OneStream • Be a point of escalation for your CSM’s customer requests, issues, and escalations • Champion your customer’s requests by collaborating with the Customer, their delivery team and various OneStream departments (Customer Support, Cloud, Technical SME’s, Product Mgmt. etc.) • When necessary, be the respectful challenger to set and manage customer expectations, ensuring customer retention creating a lifelong customer. • Work with your CSM’s to develop their annual goals • Establish a regular cadence with your CSM’s to listen, mentor and as needed provide coaching