• 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

• Serve as a strategic advisor and liaison between OCHIN and its member organizations • Cultivate and sustain executive-level relationships with member organizations • Lead member engagement efforts and drive alignment between member needs and OCHIN services • Proactively identify opportunities for operational optimization • Coordinate solution development across internal teams • Maintain accurate and timely account documentation • Monitor performance trends and drive continuous improvement

• Advance the company’s growth strategy by proactively identifying, researching, and sourcing new health system opportunities • Develop and maintain a deep, current understanding of US health systems, including strategic priorities and key executive and clinical leadership stakeholders • Serve as a market intelligence lead, analyzing local and regional healthcare markets, targeted health system growth strategies, competitive dynamics, and physician group landscape