• Work with assigned Proposal Analyst and SMEs to identify and collect relevant text from previous responses • Read the RFP and related documents in detail • Attend proposal kick-off meeting and status meetings • Populate and/or customize proposal text owned by the proposals team • Review text from SMEs for adherence to style guide; provide feedback and suggested edits • Keep track of requirement gaps and outstanding text deliverables • Incorporate edits from SMEs and Sales lead, proofread, and revise text • Complete final editing/formatting of text • Deliver error-free files for proposal production • Support proposal production tasks • Support BAFO requests

• Develop, execute, and maintain a complete Genesys Cloud CX training curriculum for all user roles (Agents, Supervisors, Administrators). • Design and create engaging, role-specific training materials, including quick-reference guides, e-learning modules, and video tutorials, in both official languages. • Assess organizational readiness and change impact for migrations, applying change management principles to ensure smooth user transitions. • Develop and execute clear communication plans to articulate project benefits, timelines, and impacts to all stakeholders. • Coordinate, schedule, and deliver dynamic training sessions, workshops, and clinics in various formats (virtual, in-person, hybrid). • Partner with Project Managers, Functional Analysts, and Business Analysts to align training and change activities with project milestones. • Monitor user feedback, training effectiveness, and adoption metrics to identify performance gaps and areas of resistance. • Proactively develop and deliver targeted interventions, refreshers, and coaching to address adoption challenges and support post-go-live stabilization. • Act as a key advocate for change, fostering collaboration between business and IT teams to drive long-term user competency and solution success.

• Manage all customer inquiries to successful resolution. • Provide product and disease state information covering both on and off-label information within the guidelines of Standard Responses. • Provide world-class customer service and immediate resolution to inquiries at the point of customer contact. • Effectively and consistently communicate messages, timely product information and/or specific offers to physicians, health care staff and/or consumers via outbound tele-service. • Evaluate and escalate calls as appropriate. • Respond to non-phone customer inquiries (e.g., e-mail, fax). • Comply with all industry regulations including adverse event and product quality processes. • Manage all assigned project work in a timely manner. • Maintain up-to-date knowledge of product, medical, disease and industry information. • Obtain pertinent customer information and record customer interactions in appropriate systems. • Communicate customer calls, issues, trends, programs and solutions. • Interact with team members to manage a broad number of products, medical and business issues and share best practices.

• Support customers at risk of cancelling by delivering tailored solutions that maintain appropriate cover • Identify lapse risks early and implement proactive strategies to improve customer retention outcomes • Engage customers through inbound and outbound conversations to strengthen relationships and trust • Deliver personalised options aligned to customer needs to drive policy sustainability and satisfaction • Achieve retention and performance targets while maintaining a high-quality customer experience • Uphold compliance and regulatory standards to ensure fair, ethical and accurate customer outcomes