• Own the end-to-end renewal process for partner-managed recurring revenue (base ARR), ensuring high retention and predictable outcomes. • Lead renewal orchestration and execution, including 120-day pre-renewal planning cycles • Build and maintain accurate renewal forecasts and risk visibility • Ensure on-time renewal completion and revenue protection • Manage self-provisioning partner book of business • Drive structured renewal governance and accountability across stakeholders • Establish proactive partner health management to identify and mitigate churn risk. • Define and operationalize partner health scoring frameworks • Monitor adoption, usage, and value realization signals • Identify early indicators of risk and execute mitigation strategies • Lead QBR cadence and governance processes to maintain partner alignment • Act as a trusted advisor to partners, ensuring they achieve measurable value from Smarsh solutions. • Drive adoption strategies and success plans aligned to partner outcomes • Support legacy agreement transitions and contract normalization • Lead escalation management and coordinate internal resources to resolve issues • Ensure consistent engagement across the partner lifecycle, particularly approaching renewal • Partner with Channel Account Managers on expansion signals, pricing alignment, and commercial strategy • Collaborate with Partner Enablement Manager to ensure enablement readiness and product adoption • Engage Channel Account Manager when expansion opportunities, pricing changes, or competitive risks arise • Maintain clear role boundaries to support the broader channel operating model

• Primary point of contact for assigned enterprise accounts. • Build multi-level relationships across DevOps, FinOps, Engineering, Finance, and Exec stakeholders. • Maintain clear account plans with renewal and expansion strategy. • Own all renewals, negotiations, and forecasting. • Identify and close expansion (new BUs, increased usage, new modules). • Navigate pricing, legal, and procurement workflows. • Partner with SE to ensure strong onboarding and time-to-value. • Proactively manage risk and protect revenue. • Translate technical value into ROI and business outcomes.

• Serve as the primary point of communications between the established Enterprise clients and internal team members • Identify and execute on new growth opportunities with clients, managing against revenue targets • Identify and develop external stakeholder networks and build relationships necessary to expand client business • Enable successful and consistent renewals, showing continued value for our Enterprise clients • Stay up-to-date on the latest developments in the client’s portfolio and business challenges/opportunities, and lead planning and strategy for your accounts • Support Enterprise sales team with business development efforts for prospective Enterprise clients • Collaborate closely with RxVantage’s implementation and operations team to ensure new client onboarding is timely and successful • Work with our product teams to translate client feedback into product insights • Ensure the team is prepared for every client interaction and continuously find opportunities to advance the relationship forward

• Serve as the senior operational leader for ComPsych's largest partner relationships, ensuring alignment between client expectations and operational execution. • Build and maintain trusted relationships with partner stakeholders, acting as the primary point of escalation and strategic consultation. • Lead business reviews, performance discussions, and operational planning sessions with partners. • Identify opportunities to strengthen partnerships, improve service delivery, and drive mutual business value. • Provide strategic leadership and oversight for call center and claims operations, ensuring consistent achievement of service, quality, productivity, and compliance objectives. • Establish clear performance expectations, accountability standards, and operational goals across all teams. • Monitor operational performance through data analysis, reporting, and key performance indicators (KPIs) to drive informed decision-making. • Lead operational results across call center and claims functions, holding Team Leaders accountable for key metrics including call quality, average handle time, first-contact resolution, claim accuracy, and claim cycle time. • Analyze performance data, customer trends, and operational insights to identify improvement opportunities, recommend enhancements, and implement solutions that increase efficiency, effectiveness, and service quality. • Drive a culture of continuous improvement by identifying process optimization opportunities, reducing operational inefficiencies, and enhancing the customer experience. • Partner with cross-functional stakeholders to implement operational initiatives, improve business outcomes, and support organizational objectives. • Drive proactive issue resolution and risk mitigation to ensure uninterrupted service delivery. • Lead, coach, and develop a team of Team Leaders responsible for frontline operational teams. • Foster a high-performance culture focused on accountability, engagement, continuous learning, and customer-centricity. • Support leadership development, succession planning, and talent management initiatives. • Promote collaboration across functional teams to achieve organizational objectives. • Identify, prioritize, and implement process improvements that enhance efficiency, quality, and partner satisfaction. • Lead operational transformation initiatives designed to simplify workflows, reduce manual effort, and improve service outcomes. • Champion a culture of innovation and continuous improvement throughout the organization. • Own an AI-informed operational roadmap for partner operations, setting the strategic direction for how AI will be used to improve outcomes, reduce cost, and strengthen ComPsych's competitive position with our two largest partners. • Use predictive analytics and AI-generated insights to drive proactive decision-making: getting ahead of partner risk, anticipating member needs, and resolving issues before they surface as client escalations. • Redesign call center and claim center processes from the ground up where AI enables a fundamentally better approach not incremental improvement, but a shift in how the work gets done and how outcomes are measured. • Partner with senior leadership to shape the broader AI strategy for the operations function, contributing lessons learned and scaling what works across the organization. • Ensure operational adherence to all regulatory, contractual, and organizational requirements. • Maintain strong controls, policies, and procedures that support quality, compliance, and risk management. • Lead audit readiness efforts and address compliance-related concerns proactively. • Demonstrated ability to multi-task and prioritize in order to produce efficient and effective results in a timely manner. • Supports the mentoring of Behavioral Health staff in the Canada office, as needed. • Must have ability for a flexible schedule to handle on-call crisis services. • Performs other duties as assigned.