• Own the application, localized adoption, and quality governance of global COE methodologies. • Establish seamless alignment between Professional Services (PS) and Customer Success / Scale & Optimize (S&O) organizations. • Serve as the definitive regional authority and escalation point for complex methodology, scoping, and execution challenges. • Enforce and champion a cohesive, end-to-end customer journey. • Define, refine, and optimize operational ownership boundaries between PS and CS. • Partner directly with regional Sales, Customer Success leadership, and GTM executives. • Advise on strategic, marquee, and complex enterprise deals. • Systematically capture and synthesize theater-specific insights into structured, data-driven telemetry.

• Play a pivotal role in shaping first impressions and delivering a brand-defining experience for patients. • Facilitate patient admissions and transfers seamlessly. • Ensure optimal bed placement and engagement with patients and providers. • Act as a medical consultant, mediator, and resource.

• Serve as the primary point of contact for prospective families, providing expert guidance on enrollment requirements, tuition, financial aid, and program offerings. • Manage the full admissions process, from inquiry to enrollment, ensuring a seamless and positive experience for families. • Review and verify required enrollment documents, including proof of residency and transcripts, in compliance with school and state regulations. • Collaborate with the Educational Concierge team to support families in selecting the best academic pathway for their child. • Maintain accurate records of all admissions interactions in the student information system (SIS) and CRM platform. • Conduct virtual open house sessions and information meetings to engage and inform prospective families. • Work closely with marketing and recruitment teams to align messaging and ensure consistency in the admissions process. • Stay up to date on state-specific education savings account (ESA) programs and financial aid opportunities to assist families effectively. • Passion for education and a commitment to helping families find the best learning opportunities for their children. • Ability to work independently in a remote setting while collaborating effectively with a team. • Assist with managing customer service tickets in the CRM platform, providing timely responses and resolutions to family inquiries, technical issues, and general concerns. • Monitor and prioritize incoming tickets, ensuring that all inquiries are addressed promptly and professionally, with a focus on maintaining a positive customer experience. • Work closely with the customer service team to escalate complex issues and collaborate on problem resolution. • Ensure customer service interactions are logged accurately in the CRM, tracking communication and follow-up needs. • Keep detailed, updated notes on family interactions and inquiries in the CRM to maintain clear and consistent communication and to support decision-making throughout the admissions process. • Provide ongoing nurture and support to prospective families, maintaining regular, thoughtful communication until a final enrollment decision is made. • Track and report on key metrics related to the admissions process, including response times, conversion rates, and family engagement, to ensure continuous improvement and effective follow-up strategies. • Analyze data and trends to identify areas for improvement in the admissions and customer service process, helping to optimize the overall family experience. • Ensure all prospect and family data is entered accurately and updated regularly in the CRM to support reporting and follow-up efforts. • Other duties as assigned.

• Establishes, maintains and updates training material for site contracts lead team and site contract negotiators. • Serves as subject matter expert within the organization equipped to help resolve global site contracting issues. • Oversees negotiations of clinical study agreements (CTA's) on a study level. • Provides oversight of contact & budget negotiations status and manages escalation of issues. • Advises and consults with internal and sponsor stakeholders on contracting issues. • Plans contract execution strategy for assigned studies and manages expectations.