• Lead the implementation of Tandem’s solutions and guide users as a trusted expert. • Develop a deep understanding of users’ clinical environments and tailor Tandem to address their unique requirements. • Provide expert user support, quickly resolve issues, and surface opportunities for new product enhancements. • Collaborate closely with a world-class product and engineering team to shape Tandem’s product. • Represent Tandem at conferences, events, and workshops, sharing our vision with clinicians and stakeholders.

• Own the client relationship from first introduction through long-term performance: including initial VBC readiness assessment, business development support, onboarding, performance enablement, and retention • Partner closely with Market Presidents, who lead growth and own the P&L, to ensure a seamless transition into post-sale onboarding, performance management, and long-term client success • Design and own the operating model that connects pre-sale intelligence directly into post-sale transformation activities, eliminating handoff gaps between growth and customer success • Ensure that insights gathered during early client engagement inform program deployment, and that post-sale learnings feed back into growth strategy and pipeline qualification • Own a unified commercial operations function spanning Growth Ops and Customer Success, including pipeline systems, playbooks, tooling, and post-sale transformation infrastructure • Drive the shift from manual, relationship-dependent workflows to codified, scalable systems, including tooling, playbooks, and automation that reduce operational risk and compound institutional knowledge • Build and own the feedback loop: translate issues, escalations, and performance patterns into durable rules the team acts against consistently • Provide strategic leadership over the integration and evolution of Growth Ops and CS Ops into a single, high-functioning commercial engine • Own the day-to-day client relationships, developing and executing engagement and remediation plans in a high-touch or scaled manner as appropriate, activating the broader organization in a coordinated manner • Establish and hold a clear operating philosophy: performance in value-based care is the mechanism for client satisfaction, not a trade-off with it • Partner with the Performance function leadership team on programmatic design, and own the team and operational infrastructure that deploys those programs at the account level. This is a builder role, not a coordination role • Serve as the primary interface between clients and the Performance vertical, owning the feedback loop that informs program development, operational priorities, and outcome measurement • Own NPS as a lagging indicator of performance and engagement quality, not as a primary objective in isolation, and design feedback mechanisms that surface signal from the full client base • Serve as the most senior relationship manager on the team, credible with C-suite and clinical leaders at enterprise accounts as a player-coach or direct owner of key relationships • Recruit and build the right team to implement performance improvement programs, owning both the talent and the execution model • Lead and develop a team of CS and Growth Ops professionals and leaders, providing the strategic context and prioritization guidance that translates execution to outcomes • Partner closely with Market Presidents and their teams on key clients, portfolio strategy, renewals, and cross-sell opportunities within a matrixed commercial model • Serve as an escalation point for complex client challenges, partnership disputes, and renewal negotiations • Own the annual retention target, including renewal contract execution, escalation strategy, and negotiation enablement • Partner with Performance, Finance, Markets, and Product teams to align performance improvement plans with contractual outcomes • Drive cross-sell and expansion motions within the existing portfolio in coordination with Market Presidents • Own end-to-end strategy and execution for the digital-first client segment, building a scalable, lower-touch model that leverages automation and product-led engagement • Define segment-specific processes, service standards, and metrics distinct from enterprise relationship management

• Manage the daily activities and performance of field service technicians. • Support workforce planning, scheduling, and resource allocation to ensure timely and effective service delivery. • Provide on‑the‑ground guidance, coaching, and technical support to field personnel as needed. • Monitor technician performance, productivity, and adherence to service standards and KPIs. • Participate in hiring, onboarding, and ongoing development of field service staff. • Ensure high‑quality service execution aligned with ABB ELSE standards, safety requirements, and customer expectations. • Support resolution of escalated service issues, coordinating with technical experts and management when necessary. • Maintain strong customer relationships through clear communication, responsiveness, and problem‑solving. • Assist in reviewing service reports, documentation, and compliance records for accuracy and completeness. • Reinforce ABB safety culture and ensure all field activities comply with safety policies, procedures, and regulatory requirements. • Conduct field audits, job observations, and safety checks to promote continuous improvement. • Assist in analyzing service data, identifying trends, and recommending improvements to processes, tools, and workflows. • Support implementation of new programs, technologies, and operational initiatives.

• Own the operational lifecycle of external data partnerships following contract signature. Act as the primary operational and technical point of contact for hospitals, biobanks, CROs, and research laboratories. • Manage secure biomedical data transfers using cloud infrastructure and standardized transfer protocols. Coordinate access management, encryption, and ingestion workflows across cloud storage systems (AWS S3, SFTP, APIs, direct upload pipelines). • Collaborate with internal technical and product teams to define and maintain harmonized data models and metadata standards across complex clinical and multi-modal datasets. • Work closely with engineering and data teams to configure and maintain lightweight ingestion and QC pipelines. Identify operational bottlenecks and repetitive workflows and convert them into scalable systems, scripts, templates, dashboards, or automation tools that improve operational efficiency and visibility. • Coordinate automated and manual quality control checks across incoming datasets. Identify missing data, inconsistencies, corruption, or metadata mismatches and work directly with external partners to resolve issues. • Maintain a centralized “single source of truth” for all incoming datasets, including ingestion status, completeness, QC status, and milestone tracking.