• Builds and manages client relationships, with support from Program Director, ensuring client satisfaction • Works with client(s) to design the project approach and develop implementation plans • Oversight and management of contracts, specific products/services or special projects • Continuous monitoring and timely reporting to leadership of progress towards business goals • Manages, prepares and monitors budget and revenue expectations for assigned client(s) • May supervise additional account management staff (i/e Program Specialist) • Actively manage projects across non-direct reports, while recommending program changes as needed • Ability to quickly escalate any risk(s) and implement risk mitigation solutions

• In partnership with the AFJ Law Program Director, set up and establish the AFJ Law practice for the state of Texas. • Lead and manage a direct legal services practice in Texas serving 501(c)(3) organizations, setting strategic priorities and operational direction. • Serve as primary legal relationship holder for a diverse portfolio of nonprofit clients, functioning as trusted outside counsel. • Navigate high-stakes legal questions in Texas by assessing applicable law, consulting peer networks, and delivering well-reasoned guidance. • Develop understanding of clients’ mission, programs, governance structure, and strategic goals, translating legal requirements into actionable advice.

• Partner with Product and Technology teams to support the redesign and optimisation of end to end customer journey in line with modernisation goals. • Contribute to the rewrite and enhancement of the modernised customer journey, ensuring alignment with future state product capabilities and customer needs. • Work with the COO services and support functions to ensure customers are operationally and experientially ready for migration and upgrade activities. • Develop the new modernised frameworks, playbooks, and guidance to support a consistent customer onboarding and transition experience. • Support the execution of the COO led transformation program by coordinating cross functional activities across Product, Technology, Sales and Operations. • Track milestones, manage dependencies, and ensure timely delivery of key initiatives. • Prepare and deliver regular updates, insights, and recommendations to the COO leadership team. • Maintain governance structures, dashboards, KPIs, and reporting frameworks to enable transparency and decision-making. • Assess the current landscape of customer facing documentation, support materials, and service content to identify gaps, duplication, and inconsistencies. • Support the design of future state documentation strategies, workflows, governance models, and standards. • Drive execution and usage of documentation improvements, including restructuring, content updates, and migration of materials. • Ensure all materials are clear, accessible, and aligned to the evolving customer journey in partnership with the marketing team. • Build and maintain playbooks, repositories, templates, and taxonomies to ensure consistency and scalability across the Services and Support teams. • Establish and document repeatable processes to improve efficiency and reduce operational friction. • Enable Services, Success, and Support teams with high quality consistent narratives, product summaries, and customer facing content. • Ensure transformation artefacts are well organised, current, and easily accessible.

• Own the design, execution, and continuous improvement of strategic customer programs at Elovate. • Lead the planning and execution of customer programs, ensuring milestones, deliverables, and outcomes are consistently met. • Translate customer objectives into structured program roadmaps with clear success criteria, timelines, and ownership. • Manage program governance including progress tracking, status reporting, risk management, and escalation handling. • Serve as the primary point of contact for assigned customers, building strong, trust-based relationships. • Facilitate collaboration across Product, Operations, Field Service, and leadership to drive successful program delivery. • Define program success metrics and KPIs; track and report on outcomes against targets. • Analyze program data to surface trends, risks, and opportunities for operational improvement.