brightfin

• Own the engineering delivery model: sprint cadence, release quality, deployment velocity, and incident response across the full platform. • Drive meaningful improvement in delivery predictability — Brightfin needs to ship faster and more reliably as the product roadmap expands. • Partner directly with the CPO to translate product strategy into executable engineering plans. • Establish clear engineering SLAs and accountability structures across distributed teams. • Drive AI adoption across the engineering team — engineering should lead, not follow, Brightfin’s company-wide AI fluency initiative. • Build trusted relationships with the CPO and CEO; translate technical complexity into business impact. • Own the engineering org design: team structure, hiring prioritization, headcount planning, and budget. • Own the technical architecture strategy in partnership with staff/principal engineers: API design, data layer, integrations, and scalability. • Understand and evolve engineering standards, code quality practices, security posture, and DevOps/CI-CD maturity. • Lead, develop, and retain engineering managers and senior individual contributors across the US, Ukraine, the Philippines, and other geographies. • Build a high-performance, psychologically safe engineering culture that spans geographies and legacy company identities (brightfin + Proven Optics).

• You will build the function, own the category narrative, and go on offense in one of the most open competitive windows our market has seen in a decade. • The category narrative. Brightfin is defining AI-Native IT Spend Optimization. You make the category real in analyst conversations, in CIO vocabularies, and across every external surface we touch. • Demand generation and account-based marketing. Pipeline contribution to new ARR is a number we will set together — and one you will be measured against. • Competitive displacement strategy. The IBM/Apptio window is open now. You partner with our CRO on a structured displacement motion targeting a defined set of Apptio accounts in year one. • Content, thought leadership, and the Brightfin podcast. The podcast is live and ready for its next chapter under your ownership. • Brand, website, and all external communications. Including how Brightfin shows up in the ServiceNow ecosystem and at marquee events like Knowledge and FinOps X. • The Annual IT Spend Optimization Benchmark. Our category-defining IP — cross-customer data no competitor can replicate. Getting this published is on you. • The team you build. Lean, AI-native, outcome-obsessed. Scale as pipeline scales.

• Provide Level 2 technical support for complex incidents related to the brightfin product operating within the ServiceNow platform. • Conduct in-depth investigation of customer issues and perform root cause analysis. • Install basic applications into customer ServiceNow environments. • Perform basic configuration tasks: tenant setup, MDM, API, and user criteria. • Implement app upgrades, hotfixes, and enhancements (configuration only, no development). • Troubleshoot issues related to failed uploads, fulfillment tasks, connectivity, and instance synchronization. • Provide prompt technical support as part of the second level (L2) support team. • Collaborate with other teams on issue resolution and bug fixes if needed.

• own the day-to-day execution of financial planning, forecasting, and modeling for our SaaS business • Build and own updates to financial models for revenue, expenses, cash flow, headcount, and SaaS metrics • Maintain and refine rolling forecasts and detailed budgeting templates • Track and model SaaS performance indicators: ARR/MRR, churn, retention, CAC, LTV, cohort performance, etc. • Construct monthly, and quarterly financial reports and metrics and analyze variances • Dive into ad-hoc analytics requests, extracting insights and translating them into explanations and recommendations • Support financial diligence, valuation modeling, and scenario analysis for potential M&A opportunities • Assist with integration modeling and post-acquisition performance tracking as needed • Partner with Sales, Marketing, and Customer Success to understand drivers of performance and model impacts at a granular level • Participate in and reviews aspects of the month end close process • Lead Sales commission variable compensation calculation and financial administration • Ensure financial data integrity and alignment between actuals and models • Prepare and deliver regular financial reporting to the VP of Finance & Accounting, COO, CEO, and Board of Directors • Clearly articulate model assumptions, limitations, and insights to non-finance stakeholders

• Managing the incident queue • Handling escalations and overseeing complex incidents for Siemens • Tracking support agent performance • Maintaining regular communication with the team • Continuously improving support processes • Maintaining documentation • Collaborating with other departments • Ensuring high customer satisfaction • Monitoring performance • Utilizing ServiceNow expertise to enhance support efficiency • Distributing tickets between the agents • Tracking agreed SLAs and other KPIs based on created reports in ServiceNow / FutureNow • Prioritizing high-priority incidents • Analyzing and optimizing support agents' queues • Escalating and collaborating with Atos/Siemens teams • Regular communication with support agents • Managing escalations for support-related issues • Handling high-complexity incidents • Tracking and evaluating support agent performance • Providing training and development opportunities for support agents • Raising proactive Problem tickets on major or repeated issues • Creating a Knowledge Base Article on ServiceNow / FutureNow issues in the teams scope • Working closely with other departments to resolve complex issues and improve overall support • Interviews, hires, and trains new staff • Oversees the daily workflow of the department • Provides constructive and timely performance evaluations • Handles discipline and termination of employees in accordance with company policy

• Develop and execute outbound business development strategies targeting enterprise accounts, key verticals, or new regions. • Identify decision-makers (CIO, VP of IT, Head of Platforms, IT Finance, Asset Management Leaders) and build relationships. • Drive outreach campaigns (cold-calling, account-based marketing, email, social selling) to open doors for opportunities. • Engage and qualify inbound leads – diagnose fit against brightfin’s target buyer personas. • Use a consultative approach to uncover customer pain, budget, authority, timeline (BANT). • Conduct qualifying calls that may include introductory demos and validation of BANT, with the goal of progressing to a qualified lead for the sales team to engage. • Coordinate with marketing to facilitate account-based marketing and event marketing activities. • Represent brightfin at industry events, conferences, webinars and partner meetings. • Develop custom messaging, sales collateral, battle cards, and competitive positioning in collaboration with Product, Marketing, and Sales Leadership. • Iterate on messaging, playbooks, cadences, and qualification criteria with sales and product leadership. • Maintain pipeline visibility and provide forecasts and reporting of business development metrics. • Leverage AI-powered sales tools and platforms to enhance prospecting efficiency, personalize outreach at scale, and surface high-intent accounts through predictive scoring and intent data signals.

• Incident Management: Review and prioritize incoming incidents in your queue based on urgency and complexity • Ensure timely and efficient resolution of technical issues within standard timeframes • Track the progress of each ticket and provide regular updates on status to internal and external stakeholders • Technical Issue Diagnosis: Identify root causes of problems and implement solutions or workarounds as necessary • Collaborate with key technical leaders to gain an understanding of the platform and applications • Documentation and Knowledge Management: Update and maintain internal knowledge base and documentation to reflect new solutions, common issues, and best practices • Collaboration with Team Members: Collaborate with other technical support agents and internal teams to resolve complex issues and share knowledge • Escalate unresolved or particularly challenging tickets • Quality Assurance: Ensure that all issue resolutions meet the requirements • Own Projects: Find parts of the product or processes that can be improved. Formulate the problem, take ownership of the resolution or escalate it to the appropriate department, and manage the process to ensure effective resolution • Efficient Time Management: Accurately track time spent on each ticket and technical issue to ensure efficient use of resources and adherence to service level agreements (SLAs)

• Overseeing the delivery of contractual scope for each customer within portfolio • Customer satisfaction and scope management • Creating and delivering quarterly business reviews • Identifying business value and aligning services with client objectives • Preventing customer and/or revenue churn • Defining and executing product adoption and customer retention plans • Coordinating with operational departments for service levels • Handling customer and vendor escalations • Owning customer portfolio and delivering contracted services

• Administer and optimize enterprise systems including Microsoft 365, ServiceNow, AWS, Atlassian, JumpCloud, NinjaOne, and other platforms in use across the organization. • Manage the configuration, availability, and performance of all SaaS and back‑end systems. • Provide senior‑level support for escalated issues across infrastructure and SaaS applications. • Manage Microsoft Entra identities, conditional access, MFA, SSO, RBAC, and lifecycle processes. • Administer device management across Windows, macOS, and mobile devices, using Intune, NinjaOne and PatchMyPC.

• Collects carrier/provider details: Creates LOA’s, coordinates execution between parties, validates finalized copies. • Manages data collection, status tracking, and communications regarding: LOAs, Accounts/FANs, Carrier Portal Access, Credential logging - 1Password, Paper invoice conversion, PO box redirection, Invoice Collection Configuration for standard allocation/audit/reconciliation/ rules. • Leads the efforts and configures the below w/ coordination with the Invoice Team: Initial invoices upload, Audit/Reconciliation, Data/Mappings validation, Optimization + presents results + coordinates the implementation, Fulfilment tasks/catalog/API configuration. • Participates in customer UAT • Assists operational onboarding manger in the creation of documentation of operational processes established during onboarding for Operations team (Optimization, Fulfillment, Audit/Reconciliation/Cost Allocation) • Participates in operational go-live readiness sign-off