• Serve as the central hub for partnership communications, ensuring timely follow-up with creators, athletes, experts, agencies, and brand partners • Coordinate campaign timelines, distribute creative briefs, collect deliverables, and manage approval workflows • Manage partnership contracts, signature collection, document organization, and record keeping • Maintain accurate partnership databases, trackers, CRM systems, and reporting dashboards • Track campaign performance, partnership activity, and operational KPIs to support leadership reporting • Organize partnership assets, communication history, documentation, and campaign records to ensure information is always current and accessible • Identify opportunities to improve systems, workflows, and operational processes as the partnerships program continues to scale

• Performance Fanatic: You don’t sit around and wait for things to happen. You strategize, plan, and monitor a path to operational success based on the right data. • BPO Vendor Management: Manage the operational success of multiple programs across multiple products through building and maintaining effective relationships with operational BPO site leadership. • Performance Analysis & Reporting: Monitor and analyze disputes and chargebacks data (KPIs, metrics, aging case volumes, provisional credit timelines) to identify trends and areas for improvement. • Process Optimization: Identify gaps, develop and implement sustainable and scalable solutions to enhance operational efficiency, case routing workflows, and cardholder resolution outcomes. • Quality Assurance & Compliance: Define what great looks like and collaborate with QA, Compliance, and Complaints teams to ensure adherence to Reg E, Reg Z, network rules, and regulatory requirements governing disputes processing. • Technology Implementation: Utilize and drive enhancements through new tooling and AI solutions across our disputes case management, routing infrastructure, and CRM systems to improve agent efficiency and case resolution effectiveness. • Leadership & Coaching: Motivate staff, provide coaching, and influence positive outcomes to cultivate a high-performing disputes and chargebacks culture. • Escalation Management: Resolve complex cardholder disputes and high-risk chargeback cases during moments of truth. • Client Experience Optimization: Foster strong relationships with key Program stakeholders to collaborate on enhancing cardholder experience through sharing expertise, dispute resolution data, and operationally-driven efficiencies. • Change Management: Central role to new program launches, disputes procedures

• Develop and execute strategic account plans to achieve revenue, retention, and expansion goals. • Identify opportunities to increase market share within existing national account relationships through additional locations, service enhancements, and special services. • Prospect, qualify, and develop new business opportunities within assigned accounts and target organizations. • Lead sales presentations, business reviews, and executive-level discussions with key decision-makers. • Participate in proposal development, pricing strategies, and RFP/RFQ responses for both existing and prospective national accounts. • Maintain a healthy pipeline of growth opportunities and accurately forecast sales performance. • Lead contract negotiations and renewals to maximize profitability and strengthen long-term client partnerships. • Collaborate with Legal, Finance, and Operations teams to ensure contract compliance and successful execution of agreements. • Support seamless customer onboarding and expansion activities in partnership with the Portfolio Implementation Manager and National Accounts Operations team. • Serve as the primary sales manager for assigned national account clients. • Build and maintain strong relationships with customer stakeholders, Regional Franchise Developers, and internal business partners. • Conduct regular business reviews to understand customer objectives, measure performance, and identify growth opportunities. • Ensure timely communication, issue resolution, and proactive customer engagement. • Champion customer satisfaction, retention, and loyalty initiatives. • Partner closely with Operations, Customer Support, Marketing and Implementation teams to deliver consistent customer experiences. • Communicate customer needs, market intelligence, and competitive insights across the organization. • Support strategic initiatives designed to enhance national account growth and operational excellence. • Maintain accurate account records, pipeline activity, and sales forecasts within CRM systems. • Analyze account performance, sales trends, and market conditions to identify opportunities and risks. • Prepare and present regular performance reports, business reviews, and strategic recommendations to sales leadership. • Provide insights and recommendations that support the overall growth strategy of the National Accounts program.

• Manage day-to-day relationships with VAMC Community Care staff, MTF clinic coordinators, and Family Readiness Officers across an assigned territory, serving as a reliable, responsive point of contact for referral coordination, authorization questions, and account needs across both VA CCN and TRICARE channels • Support Veterans in accessing Community Care Network (CCN) mental health services and TRICARE-covered active duty dependents in accessing in-network behavioral health care — resolving scheduling, onboarding, and access barriers in partnership with internal teams • Track referral activity and account health across assigned VA and TRICARE sites, escalating patterns and systemic issues to the senior AM and internal programs team • Train VAMC staff on SonderMind's CCN referral processes and MTF/base clinic staff on TRICARE authorization and scheduling workflows, ensuring all partners can send referrals confidently • Coordinate with Care Coordination, Provider Success, and Billing teams to resolve account-level issues affecting both VA and TRICARE beneficiaries • Maintain accurate records of account activity, VAMC and MTF contacts, authorization status, and escalation notes in Salesforce • Support the senior AM and Head of Military and Government Partnerships with reporting, site-specific insights, and preparation for strategic conversations across both VA and TRICARE accounts