Branch

• Design, build, and maintain our iOS apps • Define and implement robust app architectures and complex user interfaces • Improve engineering standards, tools, and processes • Manage individual project priorities, deadlines, and deliverables • Collaborate with product managers, designers, and other cross-functional groups to implement new features

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts • Embed as a trusted advisor across decentralized buying centers • Act as the “quarterback” for a global virtual account team • Design and scale AI-powered customer programs • Drive adoption and consumption growth • Own expansion and upsell motions directly on retention-focused accounts • Lead strategic success planning, QBRs, and EBRs • Guide high-stakes consolidation and “build vs. buy” evaluations • Navigate complex commercial and governance realities • Build compelling demonstrations, executive presentations, and business value documents • Serve as the vital link between customers and Branch

• Attract and activate agencies • Build trust in the channel • Own events end to end • Sharpen the story • Architect HubSpot • Run loyalty and incentives • Read the market • Maintain the infrastructure for Ember • Support the long cycle • Set and report KPIs • Partner cross-functionally • Shape strategy

• Own monthly and quarterly reporting on claims performance, including efficiency metrics, expense components, and revenue streams such as TPA fees, recoveries, subrogation, and salvage. • Take reporting from raw data to finished deliverable, on time, accurately, and with the right stakeholders pulled in when data is missing. • Identify anomalies in the data and chase them down before they reach the report. • Conduct detailed analysis of expense components and revenue-generating activities to support accurate, timely financial reporting. • Identify trends and patterns in claims data to support decision-making and process improvement. • Assist in developing financial models and tools that improve claims analysis and forecasting. • Run continuous improvement on the recurring deliverables, including automating manual steps so errors do not recur. • Work closely with the claims, accounting, actuarial, and data analytics teams to gather data on cycle time, processing efficiency, and other KPIs. • Present complex information clearly to both technical and non-technical stakeholders. • Stay informed on industry practices and regulatory changes that affect reporting.

• Coordinate solutions for customers whose operations depend on Branch products by troubleshooting technical issues, providing educating moments, and maintaining a feedback loop in order to support customer retention. • Investigate and resolve technical issues stemming from integrations. • Triage, escalate, and partner with various teams such as Customer Success, Account Management, User Support, Risk, and Engineering to ensure timely resolution and mitigate likelihood of repeat incidents. • Use internal and third-party customer support and configuration tools to troubleshoot and resolve issues. • Understand the customer experience and identify areas to improve the product and/or operations. • Requires phone support and customer callbacks.

• Client Relationship Management for Design Partners: Lead the client-facing aspects of product launches for design partners. • Project Management for Partner Integrations: Oversee the technical and operational aspects of partner integrations, ensuring smooth and timely project execution. • SOW Approval: Responsible for the sign-off of custom SOWs created for integration customers. • Liaison Between Product and Customer Success Teams: Serve as the bridge between Customer Success and Product teams. • Process Optimization and Enablement: Develop and refine processes for onboarding, customer feedback loops, and internal playbooks. • Manage the overall project charter, collaborating with various stakeholders from Sales, Account Management, Marketing, Product, Engineering, Success, Risk, and Support. • Maintain highly organized and comprehensive internal and external documentation. • Provide regular project updates to key stakeholders and executive management. • Participate in relevant client-facing meetings with key stakeholders, steering and influencing where necessary. • Negotiate customer requests while balancing needs with system capabilities, business impact, resources, and timelines. • Engage with technical stakeholders to solution, document, test, and deploy various integration workflows and configurations. • Accountable to revenue attainment on new logo bookings through user and product adoption.

• Design and execute lifecycle marketing campaigns focused on acquisition, engagement, retention, and reactivation across the customer journey. • Develop and maintain audience segmentation strategies to deliver personalized messaging and experiences through marketing automation platforms. • Maintain and optimize custom branded solutions lifecycle communications, including dynamic content, value propositions, legal disclosures, and automated customer journeys. • Analyze the end-to-end customer experience to identify friction points, improve engagement, and uncover revenue opportunities in partnership with Product, Data, Professional Services, and Sales teams. • Establish and monitor KPIs to evaluate campaign effectiveness, engagement, retention, and ROI. Conduct A/B testing and experimentation to continuously improve performance. • Partner with Product teams on Product-driven initiatives, customer survey strategy and implementation while leveraging customer feedback and behavioral insights to inform lifecycle and product improvements. • Work closely with Content and Creative teams to develop compelling, on-brand lifecycle communications and campaign assets.

• Build, maintain, and continuously improve AI-powered copy workflows that scale the team's output without sacrificing quality. • Develop and refine prompt libraries, brand voice guidelines, and training inputs that teach AI tools to write the way Branch writes. • Own the QA process for AI-generated copy: reviewing outputs, identifying gaps, and retraining systems when quality slips. • Stay current on AI tooling and bring a point of view on what is worth adopting and what is not. • Write clear, on-brand copy across all formats: emails, direct mail, out-of-home advertising, B2B pitch materials, social posts, web pages, product tooltips, video scripts, long-form content, and more. • Bring the brand voice to life consistently across every touchpoint and audience. • Work within regulatory constraints without letting them get in the way of good writing. • Work closely with designers, content strategists, and marketers to deliver copy that is right for the format, the channel, and the audience. • Contribute to building a scalable creative operation, one where AI handles volume and humans handle judgment.

• Own, design, and drive how testing is implemented across the system • Shape and evolve the testing stack end-to-end (Playwright, Karate, Pact, Postman, etc.) • Define the approach for creating, reviewing, executing, and maintaining test cases and test scripts • Drive adoption of AI-assisted testing (Claude Code, Windsurf, Copilot) • Work hands-on with teams to get them started, helping define test cases, write initial tests • Build and own a scalable regression and smoke testing approach • Own the integration of testing into CI/CD pipelines • Work with Engineering and Infrastructure teams to define, establish, and improve test environments • Continuously improve test reliability, reduce flakiness, and drive clear processes for test results • Define and drive testing metrics (coverage, reliability, execution, failures) • Drive adoption of testing standards across Engineering and Product

• Measure and optimize the performance, scalability, and uptime of backend services • Demonstrate and promote a culture of engineering excellence • Conduct design and code reviews and push the bar for engineering rigor and standards • Collaborate with product management, customer success, and customer support to deliver the best experience for our users • Focus on consistent, cohesive REST APIs and domain-driven service design to facilitate and orchestrate service contracts • Provide technical leadership and guidance to other software engineers • Drive architectural decisions and ensure alignment with long-term technology strategy • Identify and address systemic technical challenges • Mentor and coach engineers, fostering their technical growth • Contribute to the development of engineering best practices and standards • Participate in strategic planning and roadmap development