Alt Legal - IP Management Software

• Support new and existing customers and their onboarding of IP data • Perform data mapping and manage complex datasets with high level of attention to detail • Migrate customers’ data into our preferred format • Coordinate and receive inputs needed from both customers and internal stakeholders • Maintain accurate customer records. • Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner. • Stay current with system changes and updates. • Work closely with customer success, product, and other internal team leads to improve customer experience

• Own Azure architecture across all environments (prod, staging, dev). • Build, review & improve existing Terraform IaC. • Design and implement secure cloud landing zones (networking, IAM, governance). • Design and drive infrastructure patterns for environment separation, multi-tenant, single-tenant, and regional deployments. • Continuously work on improvement of Identity & Access Management (RBAC, PIM, Conditional Access). • Drive improvement of existing backup and disaster recovery capabilities (RTO/RPO), including testing and ensuring full environment rebuild from IaC. • Design and enforce network architecture (segmentation, private endpoints, firewall/WAF). • Lead infrastructure-related incident response, root cause analysis, and production support. • Improve logging, monitoring, and alerting architecture. • Implement security controls in infrastructure aligned with SOC 2 and ISO 27001 requirements. • Provide technical direction and quality control for remote Platform/DevOps engineers. • Document current architecture, identify gaps, and drive improvements. • Optimize cloud cost, performance, and reliability. • Establish runbooks and operational processes.

• Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line. • Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner. • Support the VP of Customer Support in recruiting, onboarding, and training new team members, helping to maintain and raise the standard of the support team as it grows. • Conduct regular data audits using Google Sheets, including building and maintaining formulas (such as VLOOKUPs, COUNTIFs, and similar functions) to ensure data accuracy and support reporting needs. • Partner with the VP of Customer Support to provide dedicated, high-priority support for key accounts and time-sensitive requests, ensuring swift resolution and a seamless client experience. • Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams. • Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product. • Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives. • Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager. • Work to understand key client use cases and attributes in order to provide context-driven responses and training. • Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health. • Stay current with system changes and updates. • Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.

• Manage various external and internal tasks related to client data migration, analysis, and management • Handle client onboarding from initial handoff to finalization • Perform data mapping and manage complex datasets with high attention to detail • Migrate customers’ data into preferred format • Coordinate and receive inputs from customers and internal stakeholders • Maintain accurate customer records • Resolve customer issues promptly and ensure satisfaction • Stay current with system changes and updates • Collaborate with customer success, product, and internal teams to improve customer experience

• Provide operational support to Director of Operations and Operations team • Contact customers regarding accounts receivable • Providing general administrative and organizational support to internal team members, including the CEO • Perform routine data entry and generate reports • Organize and schedule meetings, conferences, virtual team events, and travel • Answer telephone inquiries and manage email and Slack communications for senior leadership

• Develop and execute growth marketing strategy across digital ads, SEM, and email campaigns • Create a demand- and lead-generation engine using account-based marketing • Collaborate with internal teams for strategy and product launches • Partner with Customer Success, Sales, and Operations to support pipeline goals • Measure and report campaign effectiveness to optimize results • Work with content specialist to reinforce SEO strategies • Implement social media and PR strategy to position executives as thought leaders • Track and communicate key marketing KPIs weekly and monthly

• Act as a first point of contact for all day-to-day questions received via Alt Legal’s support email, live chat, and phone line. • Resolve issues directly or bring in other internal resources to ensure all customer issues are resolved to the customer’s satisfaction in a timely and careful manner. • Escalate system-wide issues to the product team and ensure issues are communicated to relevant internal teams. • Look for commonalities in client questions and proactively provide input to the Customer Success and Product Teams to enhance training materials and documentation, as well as to enhance the product. • Provide platform training to key stakeholders and end-users, connecting the value of Alt Legal to client initiatives. • Work directly with clients advising them on how to best leverage Alt Legal in coordination with the relevant Customer Success Manager. • Work to understand key client use cases and attributes in order to provide context-driven responses and training. • Provide exceptional service to clients in order to help support the Customer Success team’s goals of reduced customer churn, revenue expansion, opportunity identification, and higher client product adoption, satisfaction, and overall account health. • Stay current with system changes and updates. • Act as the client advocate, working cross-departmentally with internal teams to successfully resolve client concerns and questions.