• Support the maintenance of strategic accounts in the day-to-day operations • Maintain and analyze strategic account data and KPIs within CRM system and through report maintenance • Support the development and execution of strategic plans in partnership with leadership and internal and external stakeholders • Conduct research on industry trends and competitor activities to support strategic planning • Maintain strong relationships with internal Wholesalers and insurance carriers and advisors • Coordinate effective implementation of sales and marketing strategies to support strategic business initiatives • Proactively identify and resolve client issues, escalating complex matters as needed • Additional duties and responsibilities as assigned by leadership

• Leading senior-level commercial discussions and negotiations with air Caribbean ambulance providers to establish competitive, sustainable rate structures and service commitments. • Managing and strengthening strategic partnerships with private insurers and regional healthcare stakeholders throughout the Caribbean. • Owning partner economics while ensuring agreements support reliable, compliant, and high-quality service delivery throughout the region. • Analyzing claims activity, utilization trends, and financial drivers to inform renewal strategies and long-term partnership decisions. • Collaborating with underwriting, claims, and transport teams to align negotiated terms with pricing strategy, portfolio risk expectations, and operational realities. • Identifying opportunities to improve partnership efficiency, structure, and long-term value. • Communicating partnership strategy, risks, and outcomes clearly to executive leadership.

• Act as primary CS contact for an assigned customer portfolio. • Understand production workflows, challenges, and priorities in the non-woven / paper / converting industries. • Conduct QBRs, success reviews, health-checks and value reporting. • Drive adoption of newly released features, modules, analytics and optimisation tools. • Own renewal cycles end-to-end, including proposal creation and negotiation. • Identify upsell opportunities, expansions of modules or production lines, and support-tier upgrades. • Apply a value-based negotiation approach (not price-driven). • Forecast renewals and expansion revenue accurately. • Work closely with Support, Delivery, Product and Sales teams to resolve issues and improve customer experience. • Track and follow up on open items, SLAs, and support outcomes. • Ensure customers receive the correct training, onboarding and documentation. • Maintain CRM accuracy. • Produce monthly updates on account health, renewal risk, forecast and customer sentiment. • Proactively highlight churn risks, blockers, and opportunities.

• Oversee designated accounting functions of assigned clients • Ensure we are meeting contractual obligations to clients including time worked • Communicate regularly, proactively, and effectively with Leadership, internal staff, and clients • Mentor and train up-and-coming account managers, as needed • Receive work from clients and delegate to team members • Verify that client work has been completed accurately and in a timely manner • Communicate directly with Insurance Companies, Banks, CPAs, Payroll vendors and other vendors when necessary and authorized by client • General Ledger reviews and Month End reporting • Identify additional client needs, and offer solution based services • Maintain strict client confidentiality • Accurate timekeeping of both billable and non-billable work