ControlUp

• Manage the full lifecycle of a portfolio of enterprise customers. • Proactively identify and monitor account risk — including signals related to adoption gaps, disengaged stakeholders, unresolved issues, or environment instability — and take clear ownership of escalating and driving mitigation. • Identify when customers are underutilizing capabilities that would meaningfully advance their stated goals, and guide them toward fuller adoption. • Build and maintain close relationships with senior IT professionals managing highly complex environments and be their trusted advisor. • Through a consultative approach, guide your customers through how to optimize their experience with ControlUp, to get the highest ROI. • Work closely with sales, marketing, product, and other departments on customer requirements. • Be a customer advocate and the voice of the customer within ControlUp. • Build and maintain a stakeholder map for each account; proactively ensure that the value customers are realizing with ControlUp is being actively surfaced and communicated to the decision-makers, sponsors, and executive stakeholders who need to see it — not just day-to-day users. • Understand customer use cases and work processes to provide the best guidance on how to optimize product usage and unlock the most value. • Some travel required

• Support sales productivity and the deals flow by securing the technical closure with the technical stakeholder within the prospect's organization. • Conduct technical presentations and demos to prospects • Lead technical Proof of Concepts (PoCs) in prospects’ environment(s) • Manage technical relationships with prospects and ensure successful POCs • Participate in Sales, Marketing and Partner events and conferences • Provide training and technical updates for Partners • Provide feedback to Product Management for customer feature requests. • Keep abreast of competition, competitive issues and products • Keep up with technical knowledge of relevant technologies • Assist in maintaining our own ControlUp environment.

• Provide expert-level technical support for our products • Analyze, diagnose, and debug complex customer issues. • Create and implement patches, fixes, and diagnostic tools. • Take ownership of escalations and drive them toward resolution. • Act as a technical focal point in cooperative relationships with other internal groups. • Coordinate with engineers across various product components to deliver successful outcomes. • Acquire both broad and in-depth product knowledge • Create and improve documentation to help support engineers resolve cases. • Demonstrate strong interpersonal and communication skills. • Push for solutions and collaborate with people across teams.

• Design, build, and maintain production software using TypeScript, Node.js, React. • Deliver stable, maintainable, and scalable features that improve platform reliability and operational visibility. • Implement and evolve observability capabilities (telemetry, diagnostics, logging quality, and monitoring integrations). • Build and optimize backend components that rely on OpenSearch and related data systems. • Develop internal tooling and automation that improve engineering productivity and reduce operational risk. • Perform deep, detail-oriented code reviews focused on correctness, resiliency, performance, security, and testability. • Build AI-enabled engineering workflows and integrate LLM-based capabilities where they provide measurable value. • Own software quality with robust automated coverage across unit, integration, contract, and end-to-end tests. • Troubleshoot complex production issues, drive root-cause analysis, and implement preventive engineering fixes. • Collaborate closely with Product, R&D, Security, and Infrastructure partners to deliver cross-functional outcomes.

• Design and build full stack features end-to-end, from React/TypeScript front ends to APIs and back-end services. • Lead with an AI-first mindset — leveraging AI tooling (e.g. Claude, Cursor, LLM integrations) throughout the development lifecycle to improve speed, quality, and innovation. • Write clean, efficient, reusable code with a strong focus on performance and user experience. • Identify and drive improvements to development workflow, tooling, and processes — with an eye for where AI can accelerate delivery and quality. • Work closely with Engineering, Product, and Design to deliver high-quality products across the full stack. • Contribute to architectural decisions and help define standards for AI-assisted development across the team.

• Define and own ControlUp’s ISV integration strategy across priority ecosystems • Identify and prioritize strategic ISV partners based on customer needs, market trends, and product synergies. • Establish a clear framework for evaluating build vs. partner vs. buy decisions related to integrations. • Develop and maintain multi-year ecosystem roadmaps aligned with ControlUp’s platform vision. • Drive key integration initiatives from concept through delivery in partnership with Product and Engineering leadership • Partner closely with Product Management and Engineering to align integration strategy with ControlUp’s product roadmap. • Bring deep expertise in product development and strategy to influence architectural decisions, including API design, extensibility, and platform capabilities • Ensure integrations deliver meaningful customer outcomes and align with broader platform capabilities. • Advocate for ecosystem-driven features, APIs, and developer experience within core product development. • Build robust, data-driven business cases to support integration investments, partner prioritization, and resource allocation. • Define success metrics and ROI frameworks for ISV integrations, including impact on adoption, retention, and expansion. • Guide executive decision-making with clear trade-offs, financial modeling, and strategic rationale. • Partner with Finance, Product, and GTM teams to ensure alignment between investment priorities and business outcomes. • Work across Product, Engineering, Sales, Business Development, and Marketing to operationalize integration priorities. • Serve as the central point of coordination for ISV-related initiatives within the Office of the CTO. • Enable go-to-market teams with clear positioning, messaging, and value propositions for key integrations. • Where applicable, mentor and scale a small but high-impact team over time • Build and maintain senior-level relationships with strategic ISV partners. • Collaborate on joint solutions, co-innovation opportunities, and technical alignment. • Drive partner engagement from early exploration through execution, including joint planning and delivery. • Represent ControlUp in partner-facing and industry forums. • Stay ahead of trends in enterprise IT ecosystems, including ITSM, DEX, endpoint automation, and security platforms. • Provide thought leadership internally and externally on the role of integrations and ecosystems in driving customer value. • Influence ControlUp’s long-term platform and ecosystem vision. • Translate market insights into actionable integration and partnership strategies.

• Engage with customers to align customer goals with our solutions • Work closely with CSMs, Solution Engineers, and Professional Services in pursuit of a superlative customer experience • Ensure account retention, development, and growth of lifetime customer value across the portfolio • Drive customer use and adoption of software to ensure maximum license utilization by facilitating successful onboarding and adoption of software, leading to retention, upsell, and cross-sell opportunities • Support POD teams to expand and grow customer accounts by identifying customer needs, educating, and selling additional products in our software portfolio • Monitor and report customers' product experiences and provide consultation and recommendations to improve performance and success

• Exceed revenue quota goals on a monthly, quarterly, and yearly basis • Demonstrate the ability to address each customer’s and partner’s unique inquiry, while providing them with the proper information and appropriate solution based on the customer’s specific needs and interests • Develop business plans, which align to the assigned geographic and business needs • Engage and work with business partners where appropriate • Follow-up on all leads supplied and ensure internal systems are updated • Lead the appropriate technical resources to demonstrate ControlUp advantages to the customer • Follow-up with clients and work with ControlUp post-sale managers to ensure consistent and ongoing coverage of account including new sales opportunities • Understand and work in all aspects of the sales cycle, including qualifying, presentations, demonstrations, RFP responses, negotiations, and the closing process • Develop and maintain a deep understanding of the territory including the customers, the prospects, the partners, the influencer’s, and the competitors • Understand and communicate all product and technological strategies employed by competitive and complimentary organizations in the Digital Employee Experience market space • Maintain the highest level of customer and partner satisfaction within the accounts in your territory • Maintain a positive, professional ‘total customer service’ attitude and demonstrate the company’s Core Values • Demonstrate the ability to create and manage conversations at all business and technical levels Act in ways that demonstrate customer focus and satisfaction by building effective relationships with customers, identifying, meeting and exceeding customer expectations, and by treating customers with dignity and respect

• Take product ownership within the ControlUp SaaS product line • Lead market and competitive analysis of the Digital Employee Experience market to identify potential trends and opportunities • Research optional integrations with relevant SaaS/Cloud vendors via publicly available API's • Validate product strategy and roadmap with ControlUp stakeholders • Prepare product requirements and detailed specification documents for product features • Work closely with Dev and QA teams throughout the development cycle • Identify, design, experiment, and iterate on product decisions by leveraging data and evidence gathered from customers • Work independently and effectively in a team environment

• Own the full sales cycle from prospecting to close, in both net-new and expansion accounts • Develop a deep understanding of our platform and how it transforms IT and business outcomes • Build and execute account and territory plans with precision • Work hand-in-hand with Solution Engineers, channel partners, and cloud marketplaces to create velocity and close deals • Engage IT and business stakeholders from the first call through final negotiation • Run tight sales cycles with real urgency, value-selling discipline, and best-in-class forecasting • Help define what “great” looks like for the Commercial segment