• Technical Escalation: Serve as the first point of escalation for complex, high-stakes technical issues that require deep telephony and product knowledge beyond the L1 scope. • Team Mentorship: Proactively shadow and coach L1 Support Associates, helping them navigate difficult client interactions and technical roadblocks to build autonomy during and after onboarding. • Quality Modeling: Model "gold-standard" support by delivering proactive, high-empathy client interactions (as defined by our ticket evaluation process) to ensure team cohesion across all external channels. • Queue Strategy: Monitor Slack and HubSpot response health, stepping in to prioritize clients and ensuring tier-based SLA standards are met. Maintain rapid response times and resolutions during high-peak cycles. • Product Expertise: Maintain master-level knowledge of Scale to Win products, including API integrations, shortlinks, and telephony compliance (e.g., Number Strategy, STIR/SHAKEN, etc.). • Success Partnership: Serve as a technical escalation partner for Client Success Managers, guiding troubleshooting for their specific books of business as needed. • Facilitate Client Trainings: Lead engaging training for a subset of our new clients while supporting existing clients as needed over Zoom. • Operational Excellence: Lead complex project work, such as bulk phone number registrations or specialized compliance audits, for our largest enterprise clients. • Cross-Functional Feedback: Partner with Client Success Managers to synthesize support trends into actionable feedback for the Product team to reduce recurring friction points.

• Lead and coach remote-first engineering teams, fostering strong culture, performance, and continuous growth • Support delivery of value-driven work by partnering with Product to refine backlogs and enable iterative delivery • Ensure team alignment to agreed OKRs, KPIs, security, and engineering standards • Create clear communication around goals, progress, risks, and outcomes • Improve team ceremonies, processes, and ways of working to drive effective delivery • Support technical direction alongside senior engineers and help shape work entering the backlog • Collaborate with Technology leaders to align team growth with wider business objectives • Enable cross-team coordination and coach engineers to communicate clearly with non-technical stakeholders • Contribute to hiring, onboarding, and ongoing capability development • Champion a culture of transparency, knowledge sharing, and continuous improvement across Timely engineering teams

• Provide direct management, coaching, and leadership to Institutional Business Managers (sales representatives) • Develop and implement business plans for assigned regions and assist individual IBM’s operating in the next-gen way of working using a next-best action engine • Execute overall strategy and direction for the Institutional Franchise • Work closely with Commercial Operations to optimize field force alignment to ensure success in an ever-changing environment due to external market dynamics • Drive new creative ideation and execution regarding customer engagements leveraging innovative techniques via virtual and face-to-face selling opportunities • Build and develop a high-performing and diverse team by attracting, selecting, developing, and retaining talented individuals who share the goals and vision of the organization • Embrace entrepreneurial spirit for an emerging biopharmaceutical company - the ability to foster relationships and the ability to develop innovative ideas and solutions • Ensure product strategies and messages are being fully communicated and executed according to plan • Execute a new, novel approach and implementation of objective analysis to support customer relationship management (CRM) and engagement via the Azurity Commercial Excellence (ACE) platform leveraging vital components including sales force strategy and analysis, targeting, optimal territory alignment, reporting requirements and sales force incentive plans • Execute strategies to increase sales routing and overall efficiency • Partner in the execution of all training needed to ensure high-level product knowledge and selling skills, plus proficiency in systems and processes to ensure accuracy in reporting metrics • Provide strong leadership and direction to maximize business opportunities and work collaboratively with other key functions to address customer needs • Partner with HR to implement recruitment strategies, as well as employee development and performance management plans • Use internal and external resources to collect and analyze various data sources to make sound business decisions

• Lead the organization’s response to cybersecurity threats impacting corporate systems and hosted digital banking platforms • Direct all phases of the incident response lifecycle • Ensure timely detection, effective containment, and measurable remediation outcomes • Collaborate with SOC analysts, engineering teams, business leaders, and client stakeholders