commonsku

• Partner with Product Management and Design to shape roadmaps and define clear technical and performance requirements for future initiatives. • Champion agile mindset with team rituals and processes that support predictable delivery, fast feedback loops, and continuous improvement. • Lead the delivery of complex, cross-functional engineering projects. • Scope and stage work into well-defined milestones, ensuring alignment with commonsku's vision. • Serve as a technical leader and thought partner, resolving ambiguity and applying strong engineering judgment to ensure sustainable and scalable systems. • Build, grow, and retain a team of talented engineers by fostering an environment of psychological safety, accountability, and technical excellence. • Provide regular coaching, feedback, and career development aligned with our career ladder. • Ensure each team member understands how their work connects to customers, mission, and business strategy. • Balance business, customer, and technical trade-offs thoughtfully and transparently. • Identify strategic opportunities to improve engineering practices, tools, or systems — and drive adoption of improvements at scale. • Represent engineering in company-level initiatives, helping others understand the impact, scope, and feasibility of proposed technical solutions. • Model clear, proactive, and tailored communication across levels and audiences. • Share learnings, progress, and outcomes broadly and effectively to ensure visibility and alignment.

• Build and Own Your Prospect Relationships: Manage a defined book of distributor prospects. • Run Organized and Personalized Outreach: Use HubSpot to manage your relationships and always reach out to prospects with intention. • Lead Every Interaction With Value: Share content that genuinely helps. • Show Up Where Distributors Are: Be present and active in the spaces where distributors spend their time. • Transition Warm Relationships to the AE Team: As trust deepens and prospects signal readiness, you will pass those warm, relationship-rich conversations to our Account Executive team. • Social Listening: Monitor social conversations across LinkedIn, Facebook, and the skummunity Forum. • Feed the Social + Content Engine: You are on the ground every day, hearing what distributors are asking, what is resonating, and what they need.

• Build and Own Your Prospect Relationships: Manage a defined book of distributor prospects. Your goal is to build the kind of long-term, trust-based relationships that make commonsku the natural choice when they are ready to move forward. • Run Organized and Personalized Outreach: Use HubSpot to manage your relationships and always reach out to prospects with intention. • Lead Every Interaction With Value: Share content that genuinely helps. • Show Up Where Distributors Are: Be present and active in the spaces where distributors spend their time. • Transition Warm Relationships to the AE Team: As trust deepens and prospects signal readiness, you will pass those warm, relationship-rich conversations to our Account Executive team. • Social Listening: Monitor social conversations across LinkedIn, Facebook, and the skummunity Forum. • Feed the Social + Content Engine: You are on the ground every day, hearing what distributors are asking, what is resonating, and what they need.

• Lead, coach, and grow a team of Support Engineers and Specialists through clear expectations, continuous feedback, and thoughtful development. • Manage the L3 support function, and directly support with technical escalations & tickets • Balance leadership and execution — acting as both manager and technical contributor when needed. • Own and improve SLAs, escalation paths, and support processes to ensure fast, consistent, high-quality issue resolution. • Act as the primary point of contact for technical escalations, triaging, debugging, and ensuring rapid customer communication. • Collaborate cross-functionally with Engineering, Product, and Customer Success to solve root causes — not just symptoms. • Refine documentation and knowledge bases, ensuring both internal teams and customers have access to clear, helpful resources. • Implement quality and feedback programs to monitor ticket handling, consistency, and improvement opportunities. • Leverage AI and automation to streamline workflows and enhance customer experience. • Report on trends and performance, identifying opportunities for process improvement, cost efficiency, and customer satisfaction

• Act as the main point of contact for a portfolio of customers, building trust through regular communication, proactive health monitoring, and quarterly business reviews. • Promote new and existing features to ensure customers are realizing the full potential of their licenses and the commonsku platform. • Identify opportunities for feature adoption and package upgrades, while managing renewals and resolving issues to reduce churn. • Serve as the voice of the customer by sharing feedback with Product and Engineering, and partner with Marketing to highlight customer success stories. • Contribute to the evolution of our success strategy by optimizing workflows, implementing new tools, and participating in internal projects to enhance the client experience. • Act as a spokesperson for commonsku at webinars and in-person events to help our 'skummunity' grow their businesses.

• Drive Relationship Success: Act as the primary strategic partner for a portfolio of customers. • Host business reviews to align their goals with commonsku’s evolving features and promote new and existing feature adoption, ensuring customers maximize the value of the platform and their licenses. • Lead Enterprise Growth: Onboard and train new enterprise accounts to ensure a seamless start, and serve as the dedicated CSM for accounts converting to our Enterprise tier. • Technical Partnership: Liaise and advise customers on API and webhook functionality, explore integration ideas and visions to help them achieve their platform objectives, troubleshoot technical hurdles and provide regular customer feedback to Product teams to enhance future functionality. • Growth & Retention: Monitor account health and pursue opportunities for deeper feature adoption and package upgrades to reduce churn and increase "stickiness." • Voice of the Customer: Collect and share customer feedback with Product and Engineering to influence the roadmap and partner with Marketing for case studies and community stories. • Strategic Evolution: Participate in internal projects to optimize success workflows, such as automating tasks and enhancing the overall client experience.

• Lead the customer journey from signed contract through onboarding completion, including kickoff, training, and milestone check-ins. • Deliver structured onboarding sessions that drive customer adoption of core features and workflows, tailored to the customer’s needs. • Coordinate light technical setup (integrations, data imports, user configuration) and escalate complex needs to technical support teams. • Develop, document, and continuously improve onboarding playbooks, processes, and content. • Monitor engagement and usage during onboarding; identify risks and flag to Customer Success Managers. • Ensure a clean handoff to Customer Success Managers with a success plan and health baseline. • Collaborate with peers to identify and implement process and program improvements.

• Partner with Product Management and Design to shape roadmaps and define clear technical and performance requirements for future initiatives. • Champion agile mindset with team rituals and processes that support predictable delivery, fast feedback loops, and continuous improvement. • Lead the delivery of complex, cross-functional engineering projects. • Scope and stage work into well-defined milestones, ensuring alignment with commonsku's vision. • Serve as a technical leader and thought partner, resolving ambiguity and applying strong engineering judgment to ensure sustainable and scalable systems. • Build, grow, and retain a team of talented engineers by fostering an environment of psychological safety, accountability, and technical excellence. • Provide regular coaching, feedback, and career development aligned with our career ladder. • Ensure each team member understands how their work connects to customers, mission, and business strategy. • Balance business, customer, and technical trade-offs thoughtfully and transparently. • Identify strategic opportunities to improve engineering practices, tools, or systems — and drive adoption of improvements at scale. • Represent engineering in company-level initiatives, helping others understand the impact, scope, and feasibility of proposed technical solutions. • Model clear, proactive, and tailored communication across levels and audiences. • Share learnings, progress, and outcomes broadly and effectively to ensure visibility and alignment.