CloudBees

• Answer customer questions about product usage and best practices. • Diagnose complex technical issues and provide solutions or workarounds. • Connect with customers through a ticketing system, with phone support sometimes required for complex or urgent issues. • Collaborate frequently with members of the Support and Engineering teams. • Contribute to documentation. • Contribute to internal software tools to automate diagnosis of customer issues. • Work a weekend on-call rotation every 4-8 weeks (daytime hours only).

• Partner with Customers to Drive Transformation • Act as a trusted advisor to customers, helping them define and execute their software delivery, platform engineering, and AI adoption strategies. • Collaborate with engineering leaders, platform teams, and executives to align technology initiatives with business outcomes. • Assess current software delivery capabilities and develop transformation roadmaps that improve developer productivity, security, governance, and operational efficiency. • Design and recommend modern DevSecOps, Platform Engineering, and AI-enabled delivery architectures that accelerate innovation at scale. • Lead discovery workshops, architecture reviews, and strategic advisory engagements with customer stakeholders. • Build proofs of concept, reference architectures, and pilot programs that validate new approaches and demonstrate measurable value. • Guide customers in adopting emerging practices such as AI-assisted development, agentic workflows, intelligent automation, and software delivery optimization. • Influence customer adoption and success plans to maximize long-term value from CloudBees solutions and services. • Serve as the voice of the customer within CloudBees, helping shape product strategy, roadmap priorities, and future platform capabilities. • Communicate effectively with audiences ranging from hands-on engineers to executive leadership teams. • Travel occasionally for customer workshops, strategic planning sessions, and company events. • Collaborate Across the Ecosystem • Partner closely with Sales, Solution Engineering, Product Management, Product Engineering, Customer Experience, and Services teams to deliver exceptional customer outcomes. • Contribute technical and industry expertise during strategic customer engagements and complex transformation initiatives. • Support customer escalations and critical initiatives by coordinating across teams to drive successful resolution and long-term improvements. • Enable CloudBees partners through mentoring, knowledge sharing, and joint delivery engagements that expand their technical and consulting capabilities. • Share field insights, emerging trends, and customer feedback to influence CloudBees products, services, and go-to-market strategies. • Continuously Learn and Lead • Develop deep expertise across CloudBees solutions, modern software delivery practices, cloud-native technologies, and AI-powered engineering workflows. • Stay at the forefront of industry trends including DevSecOps, Platform Engineering, AI-assisted software development, agentic systems, and intelligent automation. • Experiment with emerging technologies and translate innovation into practical customer value. • Contribute thought leadership through internal enablement, customer-facing presentations, workshops, blogs, and industry events. • Mentor colleagues and help cultivate a culture of continuous learning, technical excellence, and customer obsession.

• Partner with Customers to Drive Transformation • Act as a trusted advisor to customers, helping them define and execute their software delivery, platform engineering, and AI adoption strategies. • Collaborate with engineering leaders, platform teams, and executives to align technology initiatives with business outcomes. • Assess current software delivery capabilities and develop transformation roadmaps that improve developer productivity, security, governance, and operational efficiency. • Design and recommend modern DevSecOps, Platform Engineering, and AI-enabled delivery architectures that accelerate innovation at scale. • Lead discovery workshops, architecture reviews, and strategic advisory engagements with customer stakeholders. • Build proofs of concept, reference architectures, and pilot programs that validate new approaches and demonstrate measurable value. • Guide customers in adopting emerging practices such as AI-assisted development, agentic workflows, intelligent automation, and software delivery optimization. • Influence customer adoption and success plans to maximize long-term value from CloudBees solutions and services. • Serve as the voice of the customer within CloudBees, helping shape product strategy, roadmap priorities, and future platform capabilities. • Communicate effectively with audiences ranging from hands-on engineers to executive leadership teams. • Travel occasionally for customer workshops, strategic planning sessions, and company events.

• Own post-sale success for high-velocity customers across Feature Management, Smart Tests, and future high-velocity products. • Build mutual success plans with customers based on current state, desired outcomes, product usage, business goals, and adoption blockers. • Drive product adoption, customer engagement, and measurable value realization. • Establish customer cadences such as onboarding checkpoints, success reviews, virtual QBRs, and scaled digital touchpoints. • Identify at-risk customers early and coordinate internal action before renewal cycles become firefighting exercises. • Define the customer engagement model for strategic, growth, and scaled customer segments. • Create customer tiering based on ARR, growth potential, renewal timing, risk, brand value, usage, and expansion opportunity. • Build playbooks for adoption, value realization, support risk, onboarding, customer handoffs, and expansion readiness. • Create a scalable framework that future CSMs can inherit and improve. • Use AI and automation where practical to reduce manual work and keep the CSM focused on customer outcomes.

• Support commissions accounting operations—approximately 50% of the role—by calculating, recording, and reconciling sales commissions in accordance with company policy. • Partner with the General Ledger (G&L) team to execute month-end and quarter-end close, including preparing and reviewing journal entries and account reconciliations. • Maintain systems and data integration across accounting platforms, ensuring data flows accurately between systems and supporting ongoing automation efforts. • Prepare and review balance sheet reconciliations, investigating and resolving discrepancies in a timely manner. • Support internal and external audit requests by compiling supporting documentation and schedules. • Identify and implement process improvements that strengthen internal controls and increase efficiency. • Ensure compliance with US GAAP and CloudBees accounting policies.

• Drive adoption and best practices for AI-powered sales development across the BDR organization. • Leverage AI tools to improve prospect research, account prioritization, personalization at scale, and outreach effectiveness. • Partner with RevOps and GTM Systems teams to evaluate and deploy emerging AI technologies that increase team productivity and pipeline generation. • Own the evolution of the BDR operating model, including AI-enabled prospecting, automation strategy, workforce productivity, and future talent development. • Directly manage a team of 6–15 BDRs across outbound and inbound coverage in North America. • Build a coaching-first culture through structured 1:1s, call reviews, skills training, and career development planning. • Hire, onboard, and ramp new BDRs to full productivity within 60–90 days. • Create individualized development plans and clear promotion paths for top performers. • Foster a high-energy, inclusive team culture grounded in accountability and continuous improvement. • Own the team's pipeline contribution targets—qualified meetings held, SAOs, and pipeline dollar value. • Drive both outbound prospecting (cold outreach, sequences, LinkedIn) and inbound follow-up motions across the NA territory. • Monitor and improve key funnel metrics: activity rates, conversion rates, average response times, and pipeline aging. • Partner with Revenue Operations to ensure accurate forecasting, clean CRM hygiene, and actionable reporting. • Hold the team accountable to daily, weekly, and monthly activity and outcome targets. • Collaborate with Marketing on campaign alignment, messaging, ICP targeting, and inbound SLA adherence. • Work closely with Account Executives and Sales leadership to ensure smooth BDR-to-AE handoffs and feedback loops. • Partner with Enablement to develop and iterate on playbooks, sequences, objection handling frameworks, and new product messaging. • Provide market and competitive intelligence back to Product Marketing and GTM leadership. • Contribute to territory planning, segmentation strategy, and headcount modeling.

• Own the North America commercial and mid-market demand generation strategy, aligned to pipeline and revenue goals. • Partner closely with sales leadership, account executives, BDRs, and RevOps to identify priorities, target segments, and growth opportunities. • Plan and execute integrated campaigns across channels including paid media, email, webinars, content syndication, nurture, and retargeting. • Build and run account-based and pipeline acceleration programs for priority accounts and segments. • Create and manage regional campaign calendars and execution plans that align with quarterly business objectives. • Collaborate with product marketing on messaging, positioning, launches, and persona-based campaign development. • Work with content, brand, and web teams to develop landing pages, campaign assets, nurture journeys, and conversion paths. • Partner with marketing operations to ensure clean campaign setup, attribution, reporting, lead routing, and funnel visibility. • Analyze campaign performance and pipeline impact, then optimize based on data, conversion trends, and sales feedback. • Bring a test-and-learn mindset to channel mix, messaging, offers, and segmentation. • Help improve how demand generation operates by identifying smarter workflows, automation opportunities, and scalable execution models.

• Build the scalable, intelligent, and developer-first platform that powers CloudBees' mid-market growth engine. • Contribute across the full stack - from core pipeline intelligence and data architecture to API design and agentic orchestration - shipping working software fast and continuously improving what you build. • Design, develop, and ship high-quality, production-grade features across the CloudBees platform to address customer concerns with rapid turnaround. • Build AI-augmented workflows, integrations, and intelligent services that reduce friction for development teams. • Collaborate closely with Product and Intelligence Solutions Architecting to translate customer pain into scalable technical solutions. • Participate in architecture and design reviews with a focus on velocity, reliability, and maintainability. • Actively use AI coding assistants and LLM-powered development tools to accelerate delivery. • Write automated tests, maintain CI/CD pipeline hygiene, and hold a high bar for code quality. • Contribute to a culture of technical excellence - through code reviews, documentation, and knowledge sharing.

• Own the market narrative for CloudBees’ AI-native DevOps platform • Define how the world understands what we build • Shape analyst perception and arm the sales team • Build the content and positioning engine for category leadership • Serve as primary point of contact for analyst briefings • Develop and maintain competitive intelligence • Build the sales narrative toolkit

• Own end-to-end demand generation strategy and outcomes, with direct accountability for top-of-funnel growth and downstream conversion to revenue • Set, track, and report on pipeline KPIs: MQLs, pipeline sourced, pipeline influenced, stage conversion, and cost-per-opportunity, and communicate ROI clearly to leadership • Architect and execute multi-channel campaigns across paid digital (LinkedIn, Google, programmatic), field and virtual events, content syndication, and partner programs • Run ongoing testing, analysis, and optimization: kill what doesn't work, double down on incremental impact, build repeatable playbooks • Build and operate AI-powered demand workflows: programmatic outbound, intent-based targeting, AI-personalized sequences, and automated nurture flows • Develop segmentation and targeting strategies for priority enterprise buyer personas, platform engineers, VP Engineering, CIOs, and DevSecOps leaders, in close partnership with Product Marketing and Sales • Partner with BDR leadership to ensure campaign-to-outbound alignment, providing the messaging frameworks, sequences, and creative air cover needed to run effective outbound plays • Own the marketing-to-sales funnel handoff in collaboration with Revenue Operations