• Act as the primary point of contact for patients and caregivers, providing clear and compassionate education on the disease state, therapy options, access pathways, and available support services to empower them throughout their treatment journey. • Compliantly oversee and streamline access coordination, including affordability program enrollment, benefit verifications, prior authorization process, and site-of-care logistics, while ensuring timely therapy initiation and adherence. Proactively address challenges to simplify the process and provide comprehensive support. • Deliver personalized patient care, conduct in-depth engagements to identify individual needs, develop tailored education and resource plans. Provide hands-on logistical assistance, including in-person support at treatment centers when necessary. • Collaborate extensively with internal teams (Sales, Field Reimbursement, Advocacy, Marketing, etc.) to enhance patient experience, address access challenges, and align program operations with organizational goals. Handle escalated issues promptly to maintain a consistent, high-quality patient experience. • Coordinate with external stakeholders (care coordinator, office staff, infusion site, etc.) to identify, anticipate and address patient access challenges. Ensure patients and their healthcare team have the necessary resources and education to effectively navigate access to therapy. • Monitor market trends, payer landscapes, and regulatory shifts to anticipate challenges, adjust strategies, and communicate updates to patients, caregivers, healthcare teams, and internal teams. • Build strong networks through advocacy group involvement, rare disease-related events, and national conference attendance. • Maintain a deep understanding of patient and community needs, available resources, and national access dynamics to support patients effectively at the regional level with tailored education and assistance. • Adhere to legal and regulatory standards (HIPAA, FDA, OIG), maintain awareness of compliance policies, and accurately record and report adverse events and product complaints.

• Lead the journey from contract execution through successful, sustainable go-live • Drive go-live success metrics, ensuring implementations meet operational goals • Use data proactively to identify at-risk engagements and realign resources • Serve as a senior advisor during complex implementations, influencing product and operations roadmaps • Build and lead a high-performing delivery organization with a culture of customer obsession and continuous improvement • Champion investments in transformation and configuration methodologies to reduce variability • Partner with product and technology teams to embed AI-driven insights into the onboarding experience • Ensure post-live engagement is proactive, monitoring adoption signals and identifying performance gaps • Translate delivery insights into scalable best practices and playbooks

• Coordinate training on classroom management and teaching techniques. • Provide guidance on organization policies and procedures. • Serve as a point of contact for new hires to answer questions and provide support. • Follow up with new hires to ensure they are fully integrated into the organization and meet their performance objectives. • Maintain accurate records of employee onboarding and training. • Develop and maintain positive relationships with employees, managers, and other stakeholders involved in the onboarding process.

• Own the onboarding process from when a Customer is signed on to when they complete their first use case. • Manage a portfolio of concurrent onboarding accounts across the mid-market accounts, prioritizing effectively across competing timelines. • Host kickoff calls, use case workshops, and training sessions to drive adoption of the platform to support the customer’s key use case. • Partner closely with cross-functional teams — Sales/AEs (on handoff), Support, Product, and the Account/Customer Success Managers who own the long-term relationship — to ensure a seamless transition. • Ensure the customer is set up for long-term success with Placer by ensuring they have all the resources needed and Placer’s systems are up to date. • Help build out a repository of curriculum to support the key use cases requested by our customers • Success in role will be determined by # of kickoff calls that were within 2 weeks of starting, % of customers onboarded in 90 days, number of working sessions achieved, documented use case wins, and CSAT of onboarding experience.