Castor

• Lead, coach, and develop a global team of Technical Customer Support Specialists. • Serve as the primary escalation point for complex customer issues. • Own and evolve global partnerships managing support services. • Manage team engagement and productivity across multiple time zones. • Drive improvements by analyzing global KPIs. • Identify and implement AI enablement for support. • Accountability for customer SLAs. • Collaborate cross-functionally with Product, Engineering, and Implementation teams. • Champion a culture of customer empathy and continuous improvement. • Define, develop, and maintain SOPs and related collateral. • Adhere to HIPAA regulations and company policies regarding confidentiality.

• Lead the end-to-end financial accounting process, ensuring precision in monthly, quarterly, and annual reporting. • Assist with financial modelling, budgeting, and board-level reporting to support long-term business goals. • Design and implement scalable financial systems and internal controls that enhance efficiency. • Manage tax filings, statutory audits, and regulatory requirements to keep the business ahead of the curve. • Collaborate across departments to provide financial clarity and support data-driven decision-making.

• Identify opportunities where AI can streamline operations and improve efficiency • Partner with teams in Finance, Sales, Operations and beyond to understand their challenges and implement practical AI-powered solutions • Turn manual, time-consuming processes into automated, intelligent workflows • Serve as the go-to person for 'Can AI help with this?' questions

• Execute targeted outreach campaigns to convert non-direct inbound MQLs into SQLs and qualified opportunities. • Conduct research and sourcing to identify net-new accounts within defined segments and support proactive outreach initiatives. • Maintain lead hygiene, track conversion performance, and ensure timely follow-up on inbound and event-driven leads. • Use automation tools and AI to streamline outreach, fill in missing lead data and improve efficiency. • Provide structured feedback to Marketing and Sales on lead quality, segmentation, and ICP alignment. • Identify recurring patterns and opportunities from outreach performance to inform campaign refinement and target prioritization. • Share insights from interactions with prospects to continuously improve targeting accuracy and messaging relevance. • Collaborate with Marketing on post-event follow-ups, ABM campaigns, and nurture programs, ensuring leads are activated, followed up, and routed to the right AEs. • Manage lead and opportunity tracking in Salesforce, ensuring data accuracy and complete visibility. • Monitor conversion metrics and support reporting for pipeline reviews and forecasts. • Identify potential pipeline gaps and propose tactical improvements. • Work closely with Account Executives and Sales Leaders to align on priority accounts, outreach cadence, and messaging. • Partner with Marketing and RevOps to streamline tools, handoffs, and reporting workflows.

• Be a key driver in building and scaling our AI-powered applications. • Work closely with other engineers to develop and implement innovative solutions. • Take part in our on-call rotation.

• Partner with our CPO and consulting CTO to translate our established 2-year technical roadmap into high-velocity execution standards. • Own the long-term architectural direction, ensuring design decisions support company growth, data integrity, and innovation at scale. • Promote technical excellence and best practices through shared infrastructure, automation, and continuous improvement initiatives. • Set the vision for delivery and impact, leading cross-team initiatives to improve velocity, predictability, and quality across the organization. • A hands-on approach to leadership, including participating in architectural deep-dives and maintaining a high bar for technical excellence through active review of complex system designs. • Shape the leadership culture of the engineering organization, actively coaching leaders to build empowered, high-trust teams. • Champion diversity, inclusion, and equitable growth opportunities while fostering a culture of learning and technical mentorship. • Represents engineering at the executive level, clearly communicating the engineering vision across the organization and externally. • Act as a bridge between engineering, product, and commercial teams, ensuring smooth collaboration, shared understanding of priorities, and alignment on resource allocation. • Create clear, data-driven visibility into engineering performance, quality metrics, and progress for the executive team. • Communicate complex technical concepts in a clear, business-relevant way to non-technical stakeholders. • Owns all assurance activities related to the availability, integrity, and confidentiality of customer, business partner, employee, and business information. • Adhere to HIPAA regulations and company policies to ensure the confidentiality, integrity, and security of personal data.