Neat

• Driving continued growth for Neat, by identifying new customers • Leveraging your network in the region to uncover new business, attending events and acting as an ambassador for Neat • Evaluating territory and vertical opportunities, taking full ownership of the strategic approach for your area • Keeping updated of market trends, understanding competitor landscape and opportunities • Feeding market insight back to the product and development teams, providing a vital 360 degree view of the region’s opportunity • Acting as a trusted colleague within your team, providing mentorship and coaching • Defining, designing and iterating our sales processes, ensuring Neat is ready for the next stage of our hyper-growth.

• Lead the immediate recruitment, onboarding, and mentoring of new CSMs • Set the standard for enterprise customer success management • Oversee customer health, technical adoption, and product utilization across our largest AMER enterprise accounts • Ensure CSMs are effectively identifying future expansion opportunities • Partner closely with Sales, Sales Engineering and Support leadership to align customer health data • Own the aggregate feedback loop for CS-managed Americas Enterprise customers

• Driving top-line revenue growth through a proven process based on closed-loop sales and marketing • Solving problems for today’s Small Business customers • Empowering customers to collaborate and drive their own missions

• Act as the first point of contact for customer and user inquiries. • Log, categorize, and prioritize incidents and service requests accurately. • Resolve standard incidents and requests using approved knowledge articles and runbooks. • Perform initial troubleshooting of hardware, software, and connectivity issues. • Escalate incidents according to defined criteria. • Maintain clear communication and manage user expectations throughout the ticket lifecycle. • Ensure tickets are updated correctly and closed with proper documentation. • Contribute to knowledge base improvements and documentation updates. • Follow ITIL Incident Management and Service Desk best practices.

• Handle Level 3 incident tickets end-to-end, ensuring timely resolution in line with SLAs. • Work with Problem Managers to identify root causes, support trend analysis, and drive permanent fixes. • Manage urgent and high-priority customer engagements, driving timely solutions. • Work closely with R&D on troubleshooting, reproducing issues, and analysing logs. • Create and maintain product knowledge-base articles and internal tools to support both customers and Neat teams.

• Serve as the primary product expert and technical resource for the Neat sales teams and partner community. • Collaborate with Neat Solution Engineering team with sales and/or partner representatives. • Support several Neat sales representatives in customer opportunities. • Act as the face of product development team to the customer and partner community. • Collect and respond to customer feedback and feature requests. • Play a vital role in bringing the ‘wow-factor’ of Neat to both fellow Neat colleagues and the rest of the world.

• Driving continued growth for Neat, by identifying new customers • Levering your network in the region to uncover new business, attending events and acting as an ambassador for Neat • Evaluating territory and vertical opportunities, taking full ownership of the strategic approach for your area • Keeping updated of market trends, understanding competitor landscape and opportunities • Feeding market insight back to the product and development teams, providing a vital 360 degree view of the region’s opportunity • Acting as a trusted colleague within your team, providing mentorship and coaching • Defining, designing and iterating our sales processes, ensuring Neat is ready for the next stage of our hyper-growth.

• Qualifying leads from variety of lead sources and marketing campaigns • Contacting prospective and current clients for qualified sales opportunities • Achieve or exceed activity metrics (enrollments, calls, emails, on time steps, etc.) • Staying up to date with new services/products and plans • Presenting information to clients to gain agreement to continue sales process • Participating in sales and or marketing meetings • Maintaining customer info and records in SFDC • Setting up meetings for clients and executives • Reporting to the business development management when required

• Win, maintain, and expand relationships with assigned Strategic National and key regional resellers • Lead ongoing joint business planning and implementation, as well as quarterly business reviews with clear strategies and metrics • Conduct on-site & remote partner training required to increase partner skills, competency, and commitment • Drive partner and end user product and service demonstrations • Analyze, develop and track best practices for investment programs, enablement sessions, incentive programs, and promotional campaigns • Work cross-functionally with channels, operations, sales, support, and product specialists to build business alignment • Develop and drive adoption and engagement of go-to-market programs for Neat and strategic partners • Establish relationships with executives & key partner contacts • Drive awareness and adoption of partner program resources, programs, & tools • Balance strong business acumen with emotional intelligence, lifting your own performance and that of your peers

• Win, maintain, and expand relationships with assigned Strategic National and key regional resellers • Lead ongoing joint business planning and implementation, as well as quarterly business reviews with clear strategies and metrics • Conduct on-site & remote partner training required to increase partner skills, competency, and commitment • Drive partner and end user product and service demonstrations • Analyze, develop and track best practices for investment programs, enablement sessions, incentive programs, and promotional campaigns • Work cross-functionally with channels, operations, sales, support, and product specialists to build business alignment • Develop and drive adoption and engagement of go-to-market programs for Neat and strategic partners • Establish relationships with executives & key partner contacts • Drive awareness and adoption of partner program resources, programs, & tools • Balance strong business acumen with emotional intelligence, lifting your own performance and that of your peers