• Own the Early Phase strategic assessment of new business opportunities from RFP receipt through award. • Partner with Proposal Management to triage Early Phase opportunities and provide bid/no-bid recommendations. • Develop comprehensive Early Phase study strategies, including: Country and site selection approach, Investigator/site engagement strategy, Patient recruitment considerations, Study timelines and operational assumptions, Resource model and delivery approach, Identification and mitigation of operational risks. • Engage with Early Phase sites, investigators, and internal experts to validate feasibility and strengthen proposals. • Provide strategic recommendations to the VP Early Phase, Business Development, and leadership teams. • Lead the Early Phase operational strategy component of RFP responses. • Partner with Proposal teams to develop high-quality client proposals. • Review proposal budgets, timelines, assumptions, and delivery models to ensure alignment with strategy. • Provide input into pricing strategy and commercial positioning. • Support preparation and delivery of bid defence meetings and client presentations. • Act as an Early Phase SME in client meetings and strategic discussions. • Support sponsor conversations relating to study design, operational feasibility, recruitment strategy, and delivery approach. • Build strong relationships with investigators, Early Phase sites, and industry partners. • Represent Emerald at conferences, industry events, and client engagements as required. • Build and maintain Early Phase strategy tools and resources, including: Early Phase databases, Site and investigator intelligence, Capability materials, Proposal content libraries, Market intelligence. • Partner with Business Development and Marketing to strengthen Emerald’s Early Phase positioning. • Identify opportunities to improve processes, tools, and ways of working. • Establish scalable Early Phase strategy processes and governance. • Mentor and develop future Early Phase Strategy team members as the function grows. • Support the evolution of Emerald’s Early Phase strategy capability.

• Partner with Life Sciences stakeholders to understand business requirements and translate them into analytical solutions • Translate launch strategy into segmentation frameworks, KPIs, and data products used by commercial leadership. • Drive stakeholder alignment across Marketing, Sales, Market Access, and Analytics • Own and prioritize the product backlog, ensuring alignment with launch milestones. Partner with the engineering team to design Snowflake-native data models optimized for scalability and reuse. • Ensure strong Power BI semantic model understanding (measures, relationships, performance). • Enable self-service analytics through well-designed datasets—not dashboards alone. • Establish KPI governance, adoption tracking, and success metrics for the product. • Lead a small cross-functional pod (data engineers, analysts). • Operate in an agile delivery model with clear sprint outcomes and executive visibility. • Act as the primary interface between business stakeholders and the technical team.

• Provides leadership for the development and delivery of research, evaluation, and advisory services • Responsible for growing and sustaining a portfolio of client engagements • Shapes service offerings, guides project design and delivery • Monitors contract performance, resource utilization, and delivery risk

• Define, track, and consistently meet or exceed key performance indicators (KPIs) for the support organization, including First Contact Resolution (FCR), Customer Satisfaction (CSAT), and average resolution time (ART). • Develop, coach, and mentor a high-performing support team, fostering a culture of urgency, accountability, and deep product knowledge across all PrestoSports offerings, and creating clear pathways for career growth and professional development. • Design, deploy, and continuously optimize AI-driven support solutions (such as Intercom/Fin) to automate tier-one responses, enhance self-service discovery, and improve agent efficiency without compromising personalized client care. • Oversee and optimize the support technology stack, with primary focus on leveraging Salesforce Service Cloud for case management, reporting, and knowledge base integration, and utilizing Jira for seamless escalation and bug tracking with Development. • Manage and optimize workflows between automated AI conversational agents and live support tiers, ensuring seamless ticket escalation, accurate context handoff, and a frictionless client experience. • Establish performance baselines and KPIs for AI support tools, tracking metrics such as AI resolution rate, deflection accuracy, and customer sentiment during AI interactions. • Manage communication during critical incidents and outages, coordinating resources and providing timely, clear updates to both internal stakeholders and external clients. • Investigate and champion the integration of emerging AI and machine learning tools to enhance self-service options, automate tier-one response, and improve agent efficiency without compromising personalized client care. • Analyze support data and trends to identify root causes of client issues, translating insights into actionable recommendations for the Product and Engineering teams to reduce future support volume. • Ensure the creation and maintenance of a comprehensive, high-quality knowledge base and self-service portal tailored to the unique needs of Sports Information Directors and athletic administrators. • Manage the support budget, including staffing, tooling, and training resources, ensuring cost-effective service delivery.