Boulevard Labs

• Partner closely with a dedicated engineering and design team. • Translate underlying capabilities into user experiences. • Measure and improve experiences using data and customer insights. • Collaborate with stakeholders to enhance commerce experience for clients.

• Own hiring, coaching, and empowering a diverse team of multi-tier Support Specialists and/or managers. • Regularly host team meetings and one-on-ones while managing team performance. • Analyze team performance and ticket data to identify trends and opportunities for improvement. • Collaborate cross-functionally with other departments for projects aimed at driving efficiency and customer satisfaction.

• Act as the primary technical point of contact for top accounts, ensuring a seamless customer experience post-implementation. • Partner with Strategic Account Managers to identify and recommend new features, integrations, and optimization opportunities that enhance client value and drive expansion. • Act as the primary liaison between customers, Product and Engineering, providing technical guidance, managing escalations, and ensuring complex issues are resolved efficiently. • Maintain deep product knowledge to provide strategic recommendations. • Translate business objectives into actionable technology strategies using Boulevard’s platform. • Advise customers on configuration, integrations, API usage, and optimization best practices, and execute on product updates to ensure continued alignment with their business needs. • Gather feedback and represent client needs internally to influence roadmap and process improvements. • Document recurring technical issues and propose improvements to internal playbooks and processes. • Join Quarterly Business Reviews (QBRs) to align on strategic goals, review outcomes, and identify growth opportunities. • Maintain accurate documentation across Salesforce, Asana, and other tools.

• Develop and implement a comprehensive enablement strategy to support retention, satisfaction, and expansion goals. • Use learning analytics and CX performance data to measure and improve the effectiveness of enablement programs. • Partner with Ops and CX leadership to drive initiatives to integrate AI and automation into CX workflows. • Create, curate, and maintain impactful enablement content for CX teams. • Deliver engaging workshops, webinars, and training sessions leveraging blended learning techniques. • Collaborate closely with senior stakeholders across Product, Marketing, Sales, and CX Leadership for strategic alignment. • Leverage and manage the CX tech stack to drive efficiency and insight. • Lead strategic enablement initiatives from concept to completion. • Analyze CX metrics to identify skill gaps and inform continuous improvement strategies. • Act as a key partner to CX leadership, offering insights and recommendations to optimize customer onboarding and retention strategies.

• Extend, optimize, and maintain core data models that support customer-facing reports, machine learning, and generative AI workloads. • Build and operationalize ML and AI workflows that streamline operations, reduce manual effort, and improve customer and business outcomes. • Partner with engineering, product, and analytics teams to deliver seamless integrations and customer-facing data products. • Implement data quality, observability, and governance frameworks to ensure reliable, well-managed data at scale. • Document data flows, integration contracts, and operational runbooks to support efficient scaling and handoff.

• Own and evolve Boulevard's marketing operations strategy, systems, and processes. • Connect marketing investment to pipeline, revenue, retention, and customer lifecycle outcomes. • Partner with Marketing, Sales, RevOps, and Data teams to improve GTM performance and operational efficiency. • Identify, implement, and scale AI-powered workflows and automation opportunities. • Build and optimize processes that improve campaign execution, reporting, lead management, and customer engagement. • Drive adoption of AI-enabled tools and best practices across the marketing organization. • Own and optimize Boulevard's marketing automation stack, including Marketo, Customer.io, and related GTM systems. • Develop reporting frameworks and dashboards that provide visibility into funnel performance, marketing efficiency, and revenue impact. • Build and lead a high-performing Marketing Operations team.

• Manage customer onboarding projects from kickoff through activation using established onboarding processes and implementation standards. • Serve as the primary customer contact throughout onboarding, maintaining consistent communication and strong customer experience standards. • Coordinate onboarding project plans, timelines, milestones, and customer deliverables. • Help maintain customer momentum by following up on action items, reinforcing timelines, and driving milestone completion. • Track onboarding progress and maintain accurate project documentation across Salesforce, GuideCX, and operational systems. • Support onboarding quality by coordinating configuration tasks, data collection, testing activities, and launch readiness preparation. • Identify project risks, delays, or blockers early and escalate concerns appropriately. • Partner cross-functionally with Sales, Product, Engineering, Data Migration, Support, Education, and Customer Success teams to help resolve customer needs and onboarding dependencies. • Maintain strong organizational discipline across a portfolio of onboarding projects while balancing competing priorities. • Contribute ideas and feedback to improve onboarding processes, customer experience, and operational efficiency.

• Manage customer onboarding projects from kickoff through activation using established onboarding processes and implementation standards. • Serve as the primary customer contact throughout onboarding, maintaining consistent communication and strong customer experience standards. • Coordinate onboarding project plans, timelines, milestones, and customer deliverables. • Help maintain customer momentum by following up on action items, reinforcing timelines, and driving milestone completion. • Track onboarding progress and maintain accurate project documentation across Salesforce, GuideCX, and operational systems. • Support onboarding quality by coordinating configuration tasks, data collection, testing activities, and launch readiness preparation. • Identify project risks, delays, or blockers early and escalate concerns appropriately. • Partner cross-functionally with Sales, Product, Engineering, Data Migration, Support, Education, and Customer Success teams to help resolve customer needs and onboarding dependencies. • Maintain strong organizational discipline across a portfolio of onboarding projects while balancing competing priorities. • Contribute ideas and feedback to improve onboarding processes, customer experience, and operational efficiency. • Participate in onboarding enablement, coaching, and continuous learning opportunities.

• Own the stability and performance of CI across frontend and backend repositories. • Hunt down flakiness in test suites and build tooling to make flakiness visible. • Establish Elixir unit and integration testing patterns with backend engineers. • Optimize pipeline performance for significant reductions in CI runtime. • Build dashboards to surface CI health and testing metrics. • Define lightweight criteria for release readiness integrated into the pipeline. • Introduce AI-assisted test generation workflows into the Elixir framework. • Collaborate with QA engineers to integrate end-to-end tests without sacrificing speed.

• Lead the planning and execution of Boulevard’s industry tradeshow and conference program. • Treat events as a full-funnel marketing channel that drives brand awareness, engagement, pipeline, and customer connection. • Build and manage the event calendar, prioritizing opportunities based on audience fit, business impact, and market presence. • Manage event execution end to end, including sourcing, contracts, vendors, logistics, booth execution, staffing, and on-site operations. • Partner closely with Sales, SDRs, Marketing, and Marketing Operations on event goals, campaigns, lead follow-up, attribution, reporting, and performance tracking. • Collaborate with Sales and Lifecycle Marketing teams to develop pre- and post-event marketing campaigns. • Collaborate cross-functionally on event messaging, collateral, demos, attendee experience, and creative event activations. • Build strong relationships with event organizers, vendors, partners, customers, and prospects while serving as a key face of Boulevard in the market. • Travel regularly to support on-site execution and ensure a seamless, high-quality attendee experience. • Manage event budgets and track performance insights that help improve future programs, processes, and results.