• Lead the team and set the culture. • Hire, coach, and develop a high-performing Implementation team and build the customer-first, outcome-obsessed, process-rigorous bar the function operates against. • Set and execute the strategy. • Define the implementation motion across segments and own the playbooks, staffing model, capacity planning, and global coverage (US, EMEA, APAC) that scale it without linear headcount growth. • Run goal-based onboarding that drives retention-grade adoption. • Tie every customer's onboarding to the goals they bought us for — attribution clarity, ad efficiency, retention lift, AI-driven workflow — and use data to ensure they leave onboarding using the features that correlate with retention and expansion. • Build the AI-first, self-serve onboarding experience. • Partner with Support, Product, and Customer Success on a Moby-led onboarding layer — guided setup, in-product education, personalized walkthroughs, on-demand answers, and the documentation behind them — so every customer gets a senior implementation partner regardless of plan tier, and the team is freed to focus where humans matter. • Run operations against real metrics. • Pilot conversions, time-to-first-value, goal-attainment rate, feature-adoption rate, onboarding CSAT, and post-onboarding health-score trajectory — instrument them, publish them, move them. • Own the handoff to CS. • Define what "implementation complete" means, what the CSM inherits, and the criteria a customer has to hit before they leave your team. • Run the cross-functional partnerships. • Route non-standard technical work to Solutions Architecture cleanly and be the voice of the new customer to Product and Engineering, surfacing onboarding friction and feeding implementation signal into the roadmap. • Act as the senior escalation point for high-risk or stalled implementations, and the person Sales, CS, and execs trust to get customers to live and adopting.

Senior Manager, Recertification and Professional Conduct Remote Are you looking for a rewarding career with meaningful, real-world impact on the lives and nutritional health of communities nationwide? The Commission on Dietetic Registration (CDR) is the credentialing agency for the Academy of Nutrition and Dietetics, the world’s largest organization of food and nutrition professionals, with 117,000 CDR credentialed practitioners. The Commission on Dietetic Registration, the credentialing agency for the Academy of Nutrition and Dietetics, the world’s largest organization of food and nutrition professionals, is seeking a full-time Senior Manager, Recertification and Professional Conduct, to provide leadership and oversight of CDR’s Appeals process, practitioner compliance programs, and the enforceable Code of Conduct. The successful candidate will lead the practitioner Appeals Process, oversee Professional Development Portfolio (PDP) Midpoint Reviews and learner PDP Audits, and direct the Continuing Professional Education (CPE) Extension and Remediation Programs. This role also collaborates across CDR teams to implement the enforceable Code of Conduct and strengthen systems that uphold the integrity of the CDR credential. This position offers work-from-home flexiblity and a telecommuniting option for the right candidate. Responsibilities: - Leads practitioner appeals by adjudicating cases, preparing materials, guiding appellants, and serving as the primary staff liaison to the CDR Appeals Panel, including planning and executing monthly Panel meetings. - Directs practitioner compliance programs, including the CPEU Extension Program, One-Time CPEU Extension and Remediation Program, ensuring consistent and policy-aligned determinations. - Oversees recertification review processes including Midpoint Review and learner PDP audits, ensuring accurate interpretation of recertification requirements. - Develops and maintains enforceable policies by designing and operationalizing Appeals Procedures and working collaboratively with cross-functional teams to implement the enforceable Code of Conduct. - Manages practitioner support systems by overseeing high-volume customer service operations, including phone, LiveChat, and email inquiries, and leading continuous improvement of the appeals website and application database. Requirements: - Master’s degree in Nutrition and Dietetics, Business, Adult Education, Marketing/Communications, Health Administration, or related field. - Registered Dietitian (RD) REQUIRED. - 4 – 5 years of relevant experience in certification, compliance, accreditation, assessment, higher education administration, professional development, or related fields. - Demonstrated experience in policy assessment and development, program management, compliance evaluation, or appeals/disciplinary systems. - Strong analytical reasoning, judgement, communication, and organizational skills. - Proficiency with Microsoft Office and comfort working with databases and online platforms. - Some travel required (approximately 2%; FNCE ). About us The Academy offers a competitive salary range from $77,000 -$88,000, commensurate with qualifications and experience, as well as an excellent benefit package, including medical, dental vision, LTD, tuition reimbursement and 401k match with IMMEDIATE VESTING! We offer a comprehensive paid leave policy to support your work-life balance. Academy employees are eligible for paid sick and vacation time that accrues over time and can be carried over at the end of the year in accordance with Academy policy. Additional leave options may be available for holidays, family emergencies, or other personal needs. The Academy promotes a friendly, professional, and challenging team-based work environment with the ability to work remotely. The Academy of Nutrition and Dietetics is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected status. Pay Range: $77,000 - $88,000 per year

• Oversee and resolve complex owner complaints and inquiries related to receivables, billing disputes, product concerns, and delinquency. • Act as a primary contact point for high-risk or sensitive owner situations, ensuring timely, compliant, and customer-focused outcomes when a blocking issue arises. • Partner cross-functionally with Collections, Club, Legal, Loan Servicing, Sales, Recovery and Compliance to drive consistent and effective resolutions. • Identify trends and root causes behind complaints and blocking issues, particularly those driving delinquency, to improve processes proactively. • Lead the redesign of resolution workflows to reduce manual effort, streamline processes, and improve resolution speed and accuracy. • Identify and apply automation opportunities within the new CRM platform and integrated systems (e.g., case routing, communication triggers, decisioning logic). • Play a key role in the migration to a new CRM system, collaborating with technology and business teams to outline requirements and workflows. • Champion a customer-centric approach, ensuring resolutions are handled with empathy and professionalism, even in difficult or delinquent situations.

• Ownership of technical service portfolio and promotion activities • Leverages knowledge on our capabilities to find adjacent and white space areas for new business • Drive an assessment of the opportunity, create business cases and recommendations to the leadership team, and then lead any initiatives approved • Assists all pharma new product commercialization projects, acting as the technical expert and support for Sales • Uses drug patent information to develop a project pipeline with existing and new customers • Act as industry facing voice and subject matter expert for key topics • Identifies risks and opportunities in the changing market environment • Facilitates promotional activities including tradeshows and technical symposiums • Develop relationships with key stakeholders at customers and industry partners • Gathers voice of customer and voice of market and shares with broader team • Works closely with Marketing Communications staff to provide product-specific content for advertising campaigns and trade shows