• Lead, inspire, and grow a high-performing APJ technical support organization spanning multiple countries and time zones, including India, Southeast Asia, Australia, and Japan. • Develop and execute a regional support roadmap aligned with EDB's global strategy, customer commitments, and business growth targets. • Foster a culture of accountability, continuous improvement, inclusion, and customer-first thinking across all levels of the team. • Serve as the senior escalation point and executive voice of support for the APJ region, representing the organization to internal stakeholders and enterprise customers. • Define regional hiring plans, organizational structure, and career development pathways to attract and retain top support talent. • Oversee day-to-day support operations across APJ, ensuring high-quality, consistent service delivery in adherence to SLAs, SLOs, and customer commitments. • Define, monitor, and report on regional KPIs — including CSAT, NPS, time-to-resolution, escalation rates, and backlog health — to senior leadership. • Drive continuous improvement through data-driven analysis, process optimization, and structured operational reviews. • Champion the adoption of Generative AI, intelligent automation, and self-service tools to modernize the support experience and reduce resolution times. • Transform APJ support from a reactive function into a proactive value-creation organization that drives customer loyalty, retention, and expansion. • Build and execute team development plans that grow technical competency, leadership capability, and career progression within the APJ support organization.

• You will be the right hand of the General Manager • Ensure the business runs with discipline and every forecast is defended with evidence • Support forecasting end-to-end and partner deeply with Marketing and Sales leadership • Ensure clarity, data, and process for the GM to make well-grounded decisions • Act as the operational backbone of the commercial team supporting processes for deals • Partner with the VP of Sales to embed commercial discipline across the Sales organization • Serve as an active partner to the new VP of Sales during their onboarding and ramp • Design and maintain the commercial reporting framework for the GM

• Ensure data integrity, analyze reports to evaluate and implement action plans • Develop/steward donor relationships and mobilize supporters • Report to the Executive Director or Senior Director of Donor Development • Support revenue goal achievement through developing/stewarding donor/prospect relationships • Identify and secure market volunteer leadership • Generate/close leads for mission investment products • Collaborate and lead market staff to execute event core tactics through leadership, engagement, empowerment, and mobilization of volunteers

• Translate deep customer insights into meaningful partnership opportunities in the clinical diagnostics and reference lab space that deliver value to both our customers and Thermo Fisher • Lead the AMTs in the creation of overall account strategy, demonstrating our breadth and depth of capabilities to create high-impact, innovative, science- and customer-centric solutions • Build credible, influential relationships with a broad network of internal and external partners, and help facilitate customer access for our divisional colleagues • Actively engage with partnership executive sponsors and members of the Thermo Fisher Leadership Team to extend customer value creation • Act as the primary interface between our strategic partners and Thermo Fisher, managing governance activities, sourcing new needs/opportunities, and supporting resolution of critical issues in Healthcare • Negotiate large and sophisticated deal structures with healthcare compliance considerations incorporated • Lead, manage, and mentor a team, fostering an inclusive, and honest work environment that champions our 4i values • Promote a leadership culture that prioritizes people development and maintains high team morale