CallRevu

• Create and maintain CRM entries/client accounts in NetSuite, ensuring accurate entry of client data • Review CRM entries entered by other team members to ensure data accuracy and support timely billing operations • Process upgrades, downgrades, add-ons, prorations, promotional discounts, credits, and other changes related to client billing under the guidance of senior team members • Escalate complex issues to senior team members when necessary • Support the broader billing team with administrative and data-entry tasks as needed • Other tasks as needed to help the team meet objectives and requirements

• Manage and customize Salesforce to support business requirements, including fields, workflows, automation, reports, dashboards, record types, and security settings. • Perform regular system maintenance, including performance monitoring, health checks, security reviews, and compliance with data privacy policies. • Create and maintain Lightning pages, dashboards, and reports to provide actionable insights for various teams. • Develop and maintain end-state solution architecture for multi-cloud use cases, visually articulating solutions and ensuring system scalability. • Ensure accurate and efficient data entry, imports/exports, and bulk data operations while maintaining data integrity. • Leverage advanced Excel skills (e.g., VLOOKUP, PivotTables, formulas) to manipulate, analyze, and visualize large datasets for executive reporting and business insights. • Create and update training materials and documentation; host training sessions to ensure effective user adoption and process compliance. • Serve as the first point of escalation for junior Salesforce resources, assisting with troubleshooting and knowledge sharing. • Manage assigned Salesforce Helpdesk cases, focusing on escalations beyond Tier 1 support. • Monitor Salesforce product releases, assess their impact on system functionality, and proactively implement necessary enhancements. • Participate in Agile sprints, managing assigned Salesforce-related projects, ensuring timely completion, and aligning deliverables with sprint objectives. • Oversee operational quality and maintenance of integration applications, collaborating with third-party vendors and internal development teams. • Act as the primary point of contact for Salesforce vendors, coordinating development projects, communicating business needs, and performing QA on delivered solutions. • Identify and gather user and stakeholder requirements to enhance workflows, automation, and overall system efficiency. • Participate in technical implementation, testing automation, duplicate rule management, and ongoing system optimization.

• Manage, maintain, develop, and ensure effective usage and engagement for the dealerships in their assigned book of business • Conduct regular account reviews with assigned customers to provide training and ensure customer experience is exceptional • Respond to support calls and customer inquiries via inbound phone calls, emails, and other modes • Tracks and researches support trends to determine if there may be widespread issues that need addressing • Completes phone line audits on all assigned accounts to confirm accuracy and full usage • Schedules and conducts quarterly check-in touch points/audits with all customers • Serves as the subject matter expert (SME) on all existing and new products • Assists with onboarding and training of new employees as assigned by management • Partners with the sales team to continually assess customer engagement

• Provide customer-first focused technical support to assist dealers with issues incurred when using CallRevu’s products. • This includes escalating issues they cannot resolve as necessary to the Tier III Support Specialist and/or the Director of Support. • Communicate with customers via phone, email, and/or chat to perform initial triage to determine the level of support required. • Troubleshoot, diagnose, and resolve technical issues for customers, ensuring proper documentation and follow up on all tickets through to resolution. • Receive and respond to inbound phone calls, emails, and chat messages to assist with technical questions and/or concerns to enable customers to understand, navigate, and utilize all CallRevu’s products. • This includes escalating any issues as necessary. • Prioritize and close tickets according to customer requirements and existing tickets, ensuring thorough documentation and issue resolution. • Ensure timely and thorough communication with customers and internal team members on the status of all tickets. • Follows up with customers to provide status updates as appropriate. • Provide assistance to new and existing customers with their needs, including, but not limited to, creating new phone numbers and/or logins. • Proactively engage new customers to ensure products are working as they should. • Respond to and complete requests from internal team members on the Client Services, Onboarding, and Sales teams.

• Guide new customers through the enrollment process, providing assistance and answering their questions. • Collect and verify customer information, ensuring accuracy and completeness of enrollment forms and contracts. • Collaborate with the sales team to ensure a seamless transition from the sales process to onboarding. • Maintain an organized and up-to-date database of customer information, enrollment documents, and contracts. • Ensure compliance with data protection regulations and confidentiality policies. • Generate reports and metrics related to customer enrollment and onboarding activities. • Serve as the primary point of contact for customer inquiries regarding the enrollment process, pricing, and product information. • Collaborate with cross-functional teams, such as sales, customer success, and technical support, to address customer concerns and resolve issues promptly. • Provide exceptional customer service, offering guidance and support throughout the enrollment journey. • Identify areas for process optimization and propose solutions to enhance the efficiency of the enrollment process. • Work closely with internal teams to streamline workflows, eliminate bottlenecks, and improve overall customer experience. • Stay updated on industry trends and best practices to continually enhance the enrollment process • Serves as the liaison to assist in transitioning new customers from the implementation phase to their Account Manager. • Schedules and completes initial launch, 15-day, and 30-day launch calls with new dealers/groups to ensure all items on the checklist are complete and the customer is ready to be transitioned to the account management phase. • Sets up alerts and report distributions for new dealers/groups. • Investigates any potential call volume and/or early connectivity wins and provides dealers/groups with action plans to continue to improve their connectivity. • Measures, maintains, and continuously improves delivery process to ensure optimal efficiency for an exceptional customer experience. • Ensures a smooth handoff and transition to the Account Manager within 45 or fewer business days from date of launch. • Distribute relevant reports and updates to the relevant team members. • Collaborate with internal teams to enhance overall knowledge and performance. • Performs other duties as assigned

• Develop and manage content for social media, website, email newsletters, and campaign assets. • Conduct ongoing research on market trends, competitor strategies, and customer preferences, leveraging tools like Crayon and SEMRush. • Manage and update social profiles, monitor trends, and report on audience insights and engagement metrics. • Support campaign execution and performance tracking using marketing automation platforms. • Monitor website performance, keyword rankings, and campaign analytics using SEMRush, Google Analytics, and PowerBI dashboards. • Coordinate and produce virtual events, webinars, and podcast content using platforms like Wistia and StreamYard, including promotion, logistics, and post-event reporting. • Assist in managing and optimizing workflows within Salesforce and related marketing automation tools. • Contribute to marketing and cross-functional stakeholder initiatives, managing tasks and timelines in Monday.com and Notion. • Leverage AI tools including Claude, Microsoft Copilot, ChatGPT, and Perplexity to accelerate content production, research, and campaign ideation.

• Contribute to the development and communication of the product vision and strategy. • Contribute to roadmap for assigned product areas. • Conduct market research to identify customer needs, trends, and competitive analysis. • Engage with customers and gather feedback to understand their pain points, requirements, and opportunities for product improvement. • Translate customer insights and business requirements into detailed product requirements, user stories, and acceptance criteria. • Guide and assist Product Owners in maintaining and prioritizing the product backlog, ensuring alignment with strategic goals. • Proactively identify and resolve issues that may impact product delivery. • Collaborate closely with engineering, design, and data science teams to deliver high-quality software products, ensuring on-time and within-budget releases. • Participate in and ensure adherence to Agile development methodologies to realize the efficient delivery of features and enhancements. • Utilize data and analytics to make well-informed decisions and continuously optimize product performance. • Collaborate with marketing, sales, customer support, and other teams, as required to ensure successful product launches, adoption, and support. • Communicate and train internal stakeholders on product enhancements and new product launches. • Perform other tasks as required to ensure successful functioning of team and delivery of products on schedule and budget. May include tasks typically assigned to more junior Product team members.

• Proactively identify, prospect, and develop new business opportunities within assigned region. • Conduct outreach via cold calls, emails, and industry networking to generate pipeline. • Lead the full sales cycle from initial discovery and product demonstration to negotiation and contract execution. • Partner with sales leadership to develop strategic account penetration plans for dealership groups, OEMs, and industry stakeholders. • Present and articulate CallRevu’s value proposition and competitive advantages effectively. • Deliver accurate sales forecasts and maintain CRM records in Salesforce. • Attend trade shows, industry conferences, and networking events to build brand awareness and create sales opportunities. • Maintain a strong understanding of automotive dealership challenges and industry trends. • Work closely with internal teams, including Marketing, Product, and Customer Success, to ensure a seamless customer journey. • Utilize Salesforce and other sales tools to document activities, manage pipeline, and report key performance metrics. • Consistently achieve and exceed sales targets and key performance indicators.