• Lead and facilitate the customer activation process, ensuring a captivating onboarding experience • Drive the implementation and ongoing maintenance of The Foundation Framework • Promote and support the adoption and utilization of the IN-Gauge software platform • Commit to continuous self-led learning, always maintaining IN-Gauge ‘super user’ proficiency • Collaborate with regional and global peers, fostering the exchange of best practices and seeking innovation insights • Champion the client recognition tool, encouraging client leadership to actively engage using IN-Gauge • Regularly communicate program performance to key property leadership, outlining support needs monthly, partnering with the General Manager role or equivalent • Lead quarterly program reviews with key stakeholders • Initiate conversations with internal leadership regarding upsell opportunities • Represent FPG at industry events, conferences, networking functions, and marketing activities to strengthen relationships, enhance brand visibility, and identify new business opportunities • Occasionally, up to 20% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience

• Act as lead consultant for the SAP CRM and SAP C4C modules; • Support SAP users in an AMS support environment; • Participate in the implementation, maintenance and improvement of SAP CRM and SAP C4C modules; • Manage priorities, deadlines and deliverables; • Define the solution strategy; • Serve as the client's focal point; • Ensure integration between modules and processes; • Mitigate risks and resolve conflicts; • Monitor project metrics and status; • Support business and technical decision-making; • Work on integrations with SAP S/4HANA, SAP ECC and SAP CPI; • Recommend process improvements; • Design end-to-end solutions for the SAP CRM and SAP C4C modules; • Define functional architecture and best practices; • Interact with business areas to gather requirements; • Document processes and implemented solutions; • Resolve complex problems and unstructured scenarios; • Other related duties.

• Conduct remote review and analysis of clinical trial data to identify trends, anomalies, and potential risks to patient safety and data quality. • Collaborate with site personnel and clinical teams to address findings from centralized monitoring activities and implement corrective and preventive actions as necessary. • Utilize advanced data analytics tools and technology platforms to enhance the efficiency and effectiveness of centralized monitoring processes. • Provide support and guidance to study teams on centralized monitoring methodologies, best practices, and regulatory requirements. • Contribute to the development and optimization of centralized monitoring strategies and protocols to maximize data quality and compliance across clinical trials.

• Demonstrate impactful people leadership to oversee and resolve critical customer escalations and maximize client value. • Cultivate a performance-driven, customer-obsessed team culture centered around innovation, ownership, and continuous improvement. • Attract, mentor, and inspire a high-performing technical team providing regular career development planning sessions and serving as a role model of Deepwatch’s Core Values. • Create and scale a comprehensive customer lifecycle program elevating engagement points throughout the customer journey to enhance retention, satisfaction, and growth. • Develop and deploy innovative strategies and playbooks to eliminate bottlenecks, boost team efficiency, and optimize the Customer Success tech stack. • Drive long-range planning, including team resourcing, organizational structure, and customer coverage modeling. • Demonstrate customer ROI through strategic forums including EBRS, QBRS, SKO and Annual Planning. • Manage and align expectations with customer leadership to ensure clear communication and accountability. • Represent the Deepwatch brand and company to customers, prospects, and strategic partners. • Maintain high standards of data integrity across all reporting, ensuring accuracy and leveraging key performance metrics to inform strategic business decisions. • Forecast renewals and expansions; monitor health scoring, renewal pipelines, and conversion signals. • Provide guidance on technical requirements and solution forecasting to inform budgeting and resource allocation. • Drive portfolio growth through proactive revenue strategies, including the identification and execution of upsell and cross-sell motions; you will empower the team to map Deepwatch solutions to evolving client security maturity. • Drive synergy across Product, Sales, Security Operations, Marketing and other key business units to resolve complex issues, ensure a cohesive customer experience and provide efficient hand-offs. • Inspire a voice of the customer approach throughout the organization and serve as a liaison between departments, representing the best interests of customers. • Maximize portfolio value by driving the adoption and enablement of Deepwatch capabilities.