Role Description This role is responsible for leading Enstar’s global benefits, wellbeing and leave offering while also serving as the lead benefits workstream owner for the integration of an acquired business. The role has a full global remit across multiple regions. The position ensures the effective design, delivery and governance of global benefits programmes, with particular focus on: - Benefits operations - Compliance - Vendor management - Employee communications - Service delivery In parallel, the role will coordinate all benefits integration activities required to support a seamless Day 1 and stable post-close transition of a newly acquired US business, including: - Due diligence - Transition planning - Systems enablement - Stakeholder management - Financial assessment - Risk mitigation - Employee experience The role requires strong technical benefits expertise, project leadership capability and the ability to balance compliance, cost, operational excellence and change management in a fast-moving environment. Qualifications - Bachelor’s degree or equivalent relevant experience. - 8+ years of benefits experience, with significant responsibility for programme management and operational delivery. - Demonstrated experience leading or supporting M&A, acquisition, transition or integration projects, ideally with responsibility for benefits workstreams. - Professional credibility with lived experience of Benefits vendor relationships, broker management, system management and design, benefits operations. - Experience working within a small, highly visible organisation where flexibility, adaptability and a hands-on approach are essential. - Ability to navigate complex change, manage multiple stakeholders and deliver high-quality outcomes in fast-moving environments. - Excellent project management, organisation and communication skills. - Ability to think strategically and tactically and translate strategy into practical delivery plans. - Strong technical knowledge of global benefits, pensions, wellbeing and leave programmes, with particularly deep expertise in US benefits and their operational and compliance management requirements with the ability to operate across both strategic and operational agendas. - Understanding of compliance, reporting, audit and governance requirements relevant to benefits and pensions administration. - Strong analytical and numeracy skills, including experience developing cost models, evaluating options and interpreting programme data. - Ability to write and present materials clearly for both technical and non-technical audiences, including during periods of organisational change. Requirements - Lead the management, governance and continuous improvement of global benefits, wellbeing and leave programmes. - Lead end-to-end benefits integration activity for acquired businesses, including due diligence, transition planning, day 1 readiness and post-close stabilisation. - Design the target benefits operating model, governance framework and integration approach for the acquisition in partnership with HR, Payroll, Finance, Legal, IT and external advisors. - Act as the senior subject matter expert for benefit programmes, including renewals, policy development, plan changes, vendor management and service performance, providing guidance and support to HR, managers, and employees. - Oversee global benefits administration and delivery, with a substantial proportion of time focused on US benefits operations, compliance and service execution. - Develop cost baselines, model scenarios and proposals for decision-making on benefit plans, vendors and transition options. - Lead employee communications for benefits programmes and acquisition-related changes, including enrolment support, FAQs and briefing materials. - Plan and deliver annual open enrolment activity, including materials, provider coordination and timely processing of changes. - Ensure accurate and timely processing of benefits payments, billings, reconciliations and cost allocations, with appropriate data shared with third parties. - Maintain compliance with relevant pensions, leave and benefits legislation, and support audits, filings and regulatory updates. - Support the implementation and optimisation of benefits administration processes, HRIS workflows and systems changes for both business-as-usual and integration activity. - Monitor spend, utilisation, vendor performance and service outcomes, providing analysis and recommendations to HR leadership. - Undertake other duties from time to time as the Company may reasonably require. Benefits - Enstar offers best-in-class Medical, Dental, and Vision healthcare for single and family coverage. - Board-certified doctors and pediatricians are available virtually 24/7 for urgent care. - Access to Health Savings Account (HSA) or Flexible Spending Account (FSA). - Access to Dependent Care FSA to cover daycare expenses. - Access to Employee Assistance Programs (EAP) for health and well-being. - Optional Pet & Home/Auto Insurance. - Wellness Reimbursement program (up to $600 annual reimbursement for wellness-related expenses, i.e., gym memberships, massage, etc.). - 401K retirement plan (company matches up to 6% of employee contribution). - One paid annual volunteer day.

Role Description After key NiCE CX customers have purchased and are implementing our products, the Customer Success Management (CSM) team takes ownership of the ongoing customer relationship and value realisation, becoming the customer’s trusted advocate within NiCE CX. The Customer Success Manager begins engaging with customers before they go live on the contact centre platform and works closely with them from that point forward to ensure adoption, measurable ROI, and long-term success. Our CSMs are seasoned customer success and technically fluent professionals who are unified in exceeding customer expectations, driving adoption of AI powered capabilities, improving customer experience, and supporting company growth objectives. This role manages multiple customer accounts, many of which are enterprise, high touch, and high complexity customers. The CSM partners with customers to help them succeed in their business using NiCE technology and services, expand and optimise usage, act as a customer advocate and reference, and build long-term, loyal partnerships. Assigned accounts may include customers with premium service packages where a high level of engagement, strategic guidance, and technical understanding is required. Interaction with customers will be via phone, email, chat, video conferences with regular face-to-face engagement as necessary and appropriate. Travel to customer sites is expected to support customer visits, value reviews, and executive engagements. The CSM works independently and in close collaboration with Sales, Technical Support, Professional Services, Product Management, Engineering, and other teams to ensure the highest levels of customer success, adoption, and satisfaction. How will you make an impact - Act as the single point of ownership for customer success across assigned accounts, coordinating NiCE CX resources as needed to deliver outcomes. - Develop and maintain strong, productive relationships with customers, holding regular success reviews to understand their contact centre operations, business goals, and success criteria. - Drive adoption and value realisation, including AI-driven capabilities, by connecting NiCE CX technology to customer business outcomes and ROI. - Build trusted advisor relationships and deliver a customer experience aligned to stakeholder needs and expectations. - Partner with NiCE CX teams (Technical Support, Professional Services, Product, Engineering, etc.) to ensure issues, requests, and initiatives are progressing effectively and within SLA. - Demonstrate strong working knowledge of NiCE CX products and associated technologies, particularly those used by assigned customers. - Maintain currency in contact centre, AI, cloud, and digital customer experience technologies and trends. - Gain a deep understanding of each customer’s environment, identify success gaps and opportunities, and propose solutions that accelerate adoption and business impact. - Develop and deliver tailored presentations that articulate usage, adoption, realised benefits, ROI, opportunities, and next steps. - Proactively manage customer health, risks, and escalations, ensuring a consistently positive customer experience. - Support customers through go-live and post-go-live phases, building confidence and momentum as they mature in their use of the platform. - Contribute to high customer satisfaction and Net Promoter Scores (NPS) across the assigned portfolio. - Travel up to 25–30% to support customer success activities. Qualifications - Bachelor’s Degree in Computer Science, Business Information Systems, or similar field, or equivalent work experience. - 6+ years’ experience in Customer Success, Technical Account Management, Service Delivery, or similar customer-facing roles within SaaS, telecommunications, or contact centre environments. - Strong ability to translate technical and AI-driven capabilities into business value and outcomes. - Excellent analytical, problem-solving, and customer engagement skills. - Proven experience managing multiple customer accounts simultaneously. - Excellent communication skills, both verbal and written. - Ability to work effectively in a fast-paced, customer-centric environment. - Proficient in Microsoft Office applications. - Able to work independently with minimal supervision. - Strong working knowledge of contact centre platforms, functionality, and design. - Experience balancing technical discussions while maintaining strong executive-level business relationships. Requirements - Understanding of networking, VoIP, and contact centre infrastructure. - Knowledge of TCP/IP, SIP signalling, and telecommunications architecture. - Familiarity with databases, SQL concepts, or scripting fundamentals. - Experience with AI, analytics, automation, or digital CX technologies. - Analytical, inquisitive, service-oriented mindset with a collaborative approach. - Experience working across complex customer environments and stakeholder groups. Benefits - Join an ever growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment. - As the market leader, every day at NiCE is a chance to learn and grow, with endless internal career opportunities across multiple roles, disciplines, domains, and locations. - If you are passionate about customer success, innovation, and driving real business outcomes, you may just be our next NiCEr.

• Direct and lead the business unit from day one • Define and continuously refine the go-to-market approach, pricing, and positioning • Work closely with customers and prospects to qualify opportunities, close deals, and feed market insight back into the product • Set product and technical priorities for your team, in close collaboration with Quantum Machines’ engineering organization — you direct what gets built, and the engineering org ensures it gets built well • Recruit, lead, and develop a small multidisciplinary team

• Direct and lead the business unit from day one • Define and continuously refine the go-to-market approach, pricing, and positioning • Work closely with customers and prospects to qualify opportunities, close deals, and feed market insight back into the product • Set product and technical priorities for your team, in close collaboration with Quantum Machines’ engineering organization — you direct what gets built, and the engineering org ensures it gets built well • Recruit, lead, and develop a small multidisciplinary team