CAI Software, LLC

• Coordinate the daily activities of the End User Services team. • Monitor ticket queues, priorities, SLAs, escalations, and service performance. • Ensure support requests, incidents, and service tasks are handled effectively and delivered on time. • Act as a senior escalation point for complex end-user, identity, Microsoft 365, and access-related issues. • Help organize team workload, follow-ups, deliverables, and operational routines. • Support continuous improvement of support processes, documentation, and service quality. • Maintain clear communication with users, business stakeholders, IT leadership, and external vendors. • Administer and support Microsoft 365 services, including Exchange Online, SharePoint Online, Teams, OneDrive, and Microsoft 365 licensing. • Support Azure and Microsoft Entra ID administration, including users, groups, roles, enterprise applications, access policies, and identity lifecycle processes. • Manage and support single sign-on integrations using Entra ID. • Support modern authentication, MFA, conditional access, and access control best practices. • Support Windows domain environments, Active Directory concepts, hybrid identity, and endpoint access management. • Work with Microsoft 365, Azure, and SaaS vendors to troubleshoot issues and coordinate service changes. • Support endpoint management processes, including device lifecycle, configuration, compliance, and security controls. • Promote secure and standardized endpoint and access management practices. • Monitor and improve the use of the ticketing system, ensuring tickets are properly categorized, prioritized, assigned, and resolved. • Maintain and improve the IT knowledge base, ensuring documentation is concise, accurate, and up to date. • Create and maintain operational reports for IT leadership, including ticket trends, SLA performance, backlog, recurring issues, and team workload. • Support ITIL-aligned practices such as incident management, request fulfillment, problem management, and change management. • Participate in change management processes, ensuring changes are properly documented, assessed, approved, and communicated. • Support and coordinate IT projects related to Microsoft 365, identity, endpoint management, SaaS platforms, and support operations. • Assist with license management, renewals, usage reviews, cost optimization, and vendor performance tracking.

• Own and consistently meet or exceed an assigned MidMarket revenue quota for the Iceland and EMEA territory, with a proven track record of closing SMB and Mid Market deals • Execute a territory strategy focused on net-new logo acquisition and land-and-expand growth within strategic MidMarket accounts • Generate a significant portion of pipeline through outbound prospecting, executive outreach, and targeted account-based strategies, while effectively managing inbound demand • Lead and manage complex, multi-threaded MidMarket sales cycles, navigating procurement, legal, security, and executive decision-makers • Create urgency and momentum by tying solutions to measurable business outcomes, including operational efficiency, compliance, scalability, and ROI • Position value-based solutions that drive tangible results and accelerate time to value for customers • Build, qualify, and maintain a robust, self-sourced pipeline aligned to MidMarket growth targets • Forecast accurately and consistently, managing opportunities through defined sales stages with disciplined deal inspection • Drive deal progression by establishing clear next steps, mutual action plans, and executive alignment • Navigate complex, multi-stakeholder decision processes and remove blockers to close • Lead land-and-expand strategies within MidMarket accounts, identifying opportunities for additional sites, locations, use cases, and cross-sell/upsell expansion • Partner closely with Customer Success Managers (CSMs) to expand footprint, support renewals, and drive long-term account growth • Maintain executive relationships to unlock incremental budget and expansion opportunities over time • Work cross-functionally with Marketing, Product, Services, and Customer Success to drive coordinated MidMarket account strategies • Align sales execution with onboarding, delivery, and customer success outcomes to ensure successful deployments and expansion • Engage and influence stakeholders across operations, manufacturing, IT, quality, procurement, and executive leadership • Lead high-impact discovery sessions, executive presentations, demos, and onsite meetings as required

• Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support • Supervise a group of team resources and align your team’s activities/objectives with organizational business goals • Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training • Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity) • Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities • Analyze patterns in support requests to drive improvements in documentation, product functionality, and internal workflows

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion • Serve as the customer’s strategic advisor, helping them achieve business objectives through effective use of our platform • Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value • Partner with the Implementation team to ensure smooth onboarding, adoption, and knowledge transfer • Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets • Plan and deliver Executive Business Reviews (EBRs) to executive and operational leaders, highlighting results, insights, and growth opportunities • Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities • Act as the voice of the customer internally, providing structured feedback to Product and Engineering • Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage. • Prepare reports to identify risks, opportunities, and progress toward success metrics. • Partner cross-functionally with Sales, Marketing, Product, and Support to ensure customer needs are met efficiently. • Represent the company at customer meetings, workshops, and industry events as required.

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion. • Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value. • Partner with the Implementation team to ensure smooth onboarding, adoption, and knowledge transfer. • Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets. • Plan and deliver Executive Business Reviews (EBRs) to executive and operational leaders, highlighting results, insights, and growth opportunities. • Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities. • Act as the voice of the customer internally, providing structured feedback to Product and Engineering (feature requests, functionality, trends, etc.). • Support reference programs and case study opportunities by cultivating highly satisfied customers. • Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage. • Prepare reports to identify risks, opportunities, and progress toward success metrics. • Partner cross-functionally with Sales, Marketing, Product, and Support to ensure customer needs are met efficiently. • Represent the company at customer meetings, workshops, and industry events as required. • Conduct work in accordance with company policies, procedures, and applicable laws and regulations. • Willingness and ability to travel domestically and internationally for customer or company events, as needed, while managing global accounts virtually.

• Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support • Supervise a group of team resources and align your team’s activities/objectives with organizational business goals • Interact with all levels of the customer support organization from Senior Management to Customer Support Representative level • Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training • Recruit, onboard, and train new team members to ensure capability and cultural alignment • Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity) • Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities • Own and refine Standard Operating Procedures (SOPs), playbooks, and knowledge base articles

Role Description This role is responsible for our Graphic Communications Software Sales in the UK, reporting into the Snr. Regional Director, EMEA. - Manage all sales activities within existing and new SMB companies within the Commercial Print, Publication, Mailing and Super Wide Format space format, within the UK territory. - Liaison with other Graphic Communications sales teams to drive cross selling activities. - Leverage Graphic Communications resources and capabilities inside Marketing and Engineering towards the achievement of goals. - Execute Graphic Communications sales, marketing and support strategies/models to achieve goals through the immediate and extended Graphic Communications team. - Maintain a thorough knowledge of the product, industry, and competitive posture of the company, measured by management. - Gain expertise in assigned vertical markets and the unique application of solutions in that environment. - Provide timely and accurate territory reporting and forecasting to Graphic Communications management utilizing Salesforce. - Provide regular feedback to marketing, engineering and manufacturing regarding Graphic Communications products. - Further develop Graphic Communications market presence in a creative and entrepreneurial style by positioning Graphic Communications as a leader in this marketplace. - Communicate regularly through personal visits, telephone calls, etc. with key contacts; field traveling is a must (50-75%). - Attend all assigned trade shows, open houses, and other Graphic Communications events. - Achieve revenue targets within operating budgets. - Manage development of prospects and successful completion of new business sales for software license agreements and consulting services. - Manage discount level to target. - Establish a dominant market share. - Maintain an effective and successful relationship with key partners. - Meet monthly, quarterly and annual revenue targets. - Implement sales and marketing strategies. - Maintain a thorough knowledge of the product, industry and competitive posture of the company as recognized through competency certification. - Facilitate demos with Technical Sales Specialists for Customers. - Facilitate access and use of additional resources in order to provide customers with comprehensive analysis and diligence of product offering. Qualifications - At least 3 to 5 years of professional experience in sales and marketing in the SaaS, Software, ERP sales influencing potentially small buying committees, from Director to Ownership/C Suite in SMB companies, within the manufacturing space. Print Industry highly preferred. - Self-starter with the ability to work independently with minimal supervision. - B.A. or B.S. or equivalent. - Knowledgeable of market trends. - High technical understanding of software systems. - Solid interpersonal skills and very team oriented. - Ability to manage accounts at a high level within the assigned region. - Excellent presentation and negotiation skills. - A proven track record of meeting/exceeding both individual and team sales quota/goals. - Proven success turning cold calls into revenue-generating accounts. - Expertise in complete sales cycle management – prospect identification, qualification, discovery, ROI, proposal and close. - Ability to handle complex technical sales cycles. - Excellent verbal and written communication skills. - Additional language skills, French & German preferred. Benefits - Opportunity to drive critical transformation initiatives in the company’s history. - Highly visible role working directly with senior leadership. - Exposure across every function of the business.

• Demo & Pre-Sales Execution Lead tailored product demonstrations for new prospects and expansion opportunities across the full CAI Maritech portfolio, adjusting each demo to the prospect’s industry, workflow, and pain points. • Partner closely with Account Executives and CSMs to strategically position products ahead of and during the sales cycle. • Customize demo environments to reflect real-world operational scenarios that resonate with each audience. • Handle technical and functional Q&A on the spot, instilling buyer confidence in the platform. • Support strategic sales opportunities and executive-level customer discussions as needed. • Strategic Customer Engagement Partner with Customer Success Managers to support high-value, strategic customer accounts throughout their lifecycle. • Develop a deep understanding of customer organizations, business objectives, operational processes, and key challenges. • Conduct discovery sessions, workflow assessments, and process mapping exercises to identify opportunities for improvement. • Serve as a trusted advisor by recommending solutions that align platform capabilities with customer business goals. • Value Realization & Business Consulting Build business cases and value realization plans that demonstrate measurable outcomes from platform adoption. • Identify opportunities to increase efficiency, improve workflows, and enhance operational performance. • Guide customers toward achieving defined success metrics and ROI objectives. • Help customers establish and track KPIs related to platform usage and business outcomes. • Adoption & Risk Mitigation Monitor customer adoption trends and identify signs of underutilization, workflow misalignment, or declining engagement. • Partner with CSMs to develop action plans that address customer risk and improve overall account health. • Lead strategic intervention initiatives to stabilize at-risk accounts and improve renewal confidence. • Product Liaison & Technical Escalation Serve as the primary escalation point for technical and functional questions that fall outside standard sales or CSM conversations. • Triage prospect and client inquiries requiring product team input, ensuring timely responses that keep deals and initiatives moving. • Capture and relay field intelligence, feature requests, and competitive signals to Product and GTM leadership on a consistent cadence. • Maintain deep, current knowledge of the product roadmap so you can speak credibly to what’s coming and when. • Internal Training & Enablement Own onboarding and ongoing product training for new sales hires, building their confidence to run demos and qualify opportunities. • Develop and maintain demo playbooks, training materials, and competitive talk tracks for each product in the portfolio. • Run regular enablement sessions to keep the team current on product updates, new features, and messaging changes. • Identify skill gaps on the team and proactively create training to close them.

• Own the demand-generation strategy with a relentless focus on pipeline creation, conversion, and ROI. • Run and optimize SEO and SEM programs in partnership with external agencies, ensuring measurable outcomes. • Build, execute, and analyze multi-channel campaigns that drive qualified leads and accelerate the funnel. • Develop and manage an annual content plan including blogs, whitepapers, case studies, email workflows, and thought leadership. • Ensure content aligns to the buyer journey and supports both acquisition and retention. • Oversee website strategy, performance, optimization, and analytics. • Plan and execute industry events and tradeshows from concept to post-event ROI analysis. • Partner closely with Sales to align campaigns, enablement materials, and lead management processes. • Work with Product and Support teams to ensure marketing messaging reflects product value, customer pain points, and market opportunities. • Build dashboards, models, and reporting frameworks to track marketing performance and forecast pipeline. • Continuously test, measure, and optimize programs for CAC, LTV, MQL→SQL conversion, win rates, and retention impact. • Bring a deeply analytical and math-driven approach to decision-making.

• Oversee all aspects of NetSuite administration, including user access, roles, permissions, customization, and configuration. • Design, develop, and implement customizations, workflows, scripts, and extensions using SuiteScript (1.0, 2.0), SuiteFlow, SuiteBuilder, and other NetSuite development tools. • Collaborate with internal and external stakeholders to integrate NetSuite with other business systems, ensuring seamless data flow and consistency. • Provide technical support, diagnose issues, and resolve system-related problems in a timely manner to maintain system integrity and performance. • Create and maintain technical documentation, including requirements, design specifications, and user guides. • Conduct training sessions for end-users as needed. • Keep abreast of NetSuite updates, new features, and best practices. Evaluate and recommend system improvements to optimize efficiency and effectiveness.