Role Description We are currently seeking a Client Executive Senior Director - Banking - Charlotte or Atlanta to join our team in Charlotte, North Carolina (US-NC), United States (US). In this role, you will serve as a trusted partner to major banking clients, engaging with C‑level leaders to guide business transformation through technology, digital modernization, and enterprise solutions. - Serve as a strategic advisor and enterprise partner to banking clients, driving measurable business outcomes through IT and digital solutions. - Lead account growth strategies, achieving revenue and profit targets through consultative engagement and relationship development. - Manage multi‑million‑dollar portfolios, including forecasting, account planning, and full P&L ownership. - Build and maintain senior‑level relationships across client organizations to understand evolving business and technological needs. - Lead cross‑functional teams—including consultants, architects, and delivery experts—to design and deliver value‑based solutions. - Use deep banking industry knowledge to drive conversations around modernization, innovation, operations, and customer experience. - Collaborate with internal and external partners to develop tailored proposals and solution strategies. - Apply industry best practices related to delivery governance, including scorecards, SLAs, KPIs, and performance metrics. Qualifications - 12+ years of IT Services or Consulting experience across infrastructure, cloud, applications, and security. - 8+ years of account leadership experience managing complex client engagements and financial performance. - 5+ years of domain expertise in the Banking or Financial Services industry. - Strong executive presence and consultative selling skills with proven experience engaging C‑suite leaders. - Knowledge of digital transformation strategies, including data modernization, cloud migration, and technology integration. - MBA or prior work in consulting practice is a plus. - Ability to travel 40–50% as needed. Benefits - Dynamic work environment. - Opportunities for professional growth. - Chance to make a significant impact on clients' success. - Eligible for company benefits that may include medical, dental, and vision insurance, flexible spending or health savings account, life and AD&D insurance, short- and long-term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.

• Design and launch Tempo’s customer advocacy program: how it’s structured, how advocates are recruited and recognized, and how we measure whether it’s working • Own the tech stack decisions that make this program run. • Set goals, measure results, and report progress to leadership regularly. • Work with Customer Success to identify customers who are seeing real value from Tempo and are open to sharing their experiences. • Build real relationships with those customers. • Develop a mix of advocates across industries, company sizes, and use cases so Sales always has a relevant, well-matched reference to share. • Work with customers to produce case studies, video stories, and written testimonials that show what Tempo actually delivers for real teams. • Grow the volume and quality of Tempo’s reviews on sites like G2 and TrustRadius. • Find and prepare customer speakers for webinars, events, and other marketing programs. • Make sure Sales has what they need for active deals, with the right advocate matched to the right opportunity automatically. • Partner with Content, Demand Generation, Product Marketing, and Sales Enablement so customer stories are used across the business. • Bring the customer perspective into conversations across the organization. • Build a community space where Tempo advocates can connect with each other and with us over time.

Role Description The Executive Director of Customer Care is a senior leader responsible for the strategy, execution, and continuous evolution of ESO's customer care organization. This role owns customer care (technical support) outcomes at scale, including: - Customer satisfaction - Retention risk mitigation - Operational excellence - Cross-functional execution Reporting to the VP of Customer Care, the Executive Director leads leaders and managers, translates strategic direction into executable operating models, and ensures the organization is positioned to support mission-critical healthcare customers in a 24/7/365 environment. This role bridges hands-on operational leadership with senior-level decision making, ensuring consistent delivery, strong performance, and scalable support operations. Qualifications - 10-12+ years of progressive experience in Customer Support, Customer Success, Customer Experience or Technical Operations. - Proven experience leading managers and senior leaders in a technical or SaaS environment. - Experience with executive communication & reporting and presentation skills. - Strong understanding of enterprise or mission-critical application support. - Experience operating in a 24/7/365 support model. - Bachelor's degree or equivalent experience. Requirements - Assist in defining and executing the Customer Care strategy for ESO across all verticals, aligned with company growth, product roadmap, and customer service objectives. - Translate business objectives into scalable customer care operating models that support reliability, responsiveness, and quality at scale. - Define customer care metrics, service standards, and performance benchmarks tied to service quality, customer satisfaction, and operational outcomes. - Lead, develop, and scale a multi-layered customer care organization, including managers and senior leaders. - Build leadership capability, accountability, and succession across the function. - Foster a proactive, customer-centric focus on prevention, not just resolution. - Own day-to-day and long-term performance of 24/7/365 support operations. - Oversee escalation management, workforce planning, and service level performance. - Partner closely with Site Reliability Engineering and Product teams to reduce systemic issues and improve product stability. - Act as the senior escalation point for complex or high-impact customer issues. - Collaborate with Product, Engineering, Sales, and Customer Success leadership to align customer feedback with roadmap and priorities. - Influence decision-making through data-driven insights and customer impact analysis. - Provide executive-level reporting on customer health, support trends, risks, and operational performance. - Clearly articulate tradeoffs, risks, and investment needs to senior leadership. - Represent the voice of the customer in leadership forums. Benefits - Competitive health plans (medical, dental, & vision insurance) - PTO (starting at 20 days) & 12 company holidays - 401(k) with company match - Telemedicine service provided by ESO - Savings accounts (FSA, HSA, DCA) - Employee Assistance Program (EAP) - Peace of mind benefits such as life insurance, disability insurance, and worksite benefits - Paid parental leave, new child program, & flexible parental return-to-work options

• Partner with cross-functional program team members and key R&D stakeholders to support the development of innovative study designs, clinical trial protocols and amendments, investigator brochures, and other documents required to conduct clinical trials. • Provide clinical support for clinical study conduct, including operational feasibility, data management, communication plans, safety and medical monitoring, preparation of meeting materials, and study updates. • Provide scientific support and cleaning/querying of key safety and efficacy data for ongoing clinical trials throughout conduct. • Prepare and communicate clear overviews of trial results. • Identify issues related to study conduct and/or subject safety. Provide preliminary assessments and recommendations and collaborate with the clinical team to develop solutions to ensure resolution. • Interact with internal and external stakeholders (study sites, vendors, KOLs, etc.) in support of program-level strategy as well as clinical trial objectives. • Act as a recognized clinical expert for assigned programs. • Contribute to the preparation of medical and scientific data for publications, presentations, and study milestones (including meetings for the Executive Team, Board of Directors, Advisory Boards, and the Data and Safety Monitoring Committees [DSMC]) • Together with the Therapeutic Area Head for Lung, serve as a point of contact for the clinical operations personnel, clinical trial sites, and CROs for clinical science questions. • Maintains knowledge of ICH-GCP and FDA IND, and external regulations and procedures. • Contribute to authoring clinical documents such as protocol synopsis, clinical study reports, IBs, ICFs, training documents, and others. • Author pertinent clinical sections of regulatory filings, including preparation of routine correspondence and sections of INDs, BLAs, NDAs, Annual Reports, Amendments, Supplements, Orphan Drug Applications, and other regulatory submissions. • Ability to travel, approximately 5%.