CreatorIQ

• Serve as the dedicated technical point of contact for a named portfolio of enterprise accounts, alongside their assigned CSM • Conduct regular technical health reviews — assessing integration health, API usage, configuration gaps, platform adoption blockers, and integration best practices that drive enterprise customer stability • Lead technical customer workshops and escalation discussions as the technical lead for assigned accounts • Proactively identify technical risks before they become escalations; build remediation plans and see them through • Guide customers through complex platform configurations, custom reporting setups, and integration architecture for CreatorIQ's NextGen platform • Translate customer business goals into technical requirements and platform configurations within CreatorIQ • Own the technical success plan for each account — documenting integration specs, data flows, custom setups, and known risks • Lead customers through complex technical transformations, platform changes, and operational scaling initiatives while ensuring continuity and customer confidence • Partner with the Education team to identify knowledge gaps and feed them into training content and in-app guidance improvements • Serve as the internal technical advocate for your accounts — escalating product gaps, bugs, and configuration issues with well-structured context and business impact framing • Coordinate technical work streams across Product Support, Engineering, Product, and Implementation to ensure enterprise issues are prioritized, communicated clearly, and driven through resolution • Provide customers with structured technical updates, remediation plans, risk assessments, and realistic delivery expectations during escalations • Maintain accurate documentation of each account's technical configuration, integration architecture, and open technical issues in Notion and Zendesk • Track and report on technical health signals across your portfolio — flagging accounts that are technically at-risk before churn signals surface in the CSM layer.

• Serve as the dedicated technical point of contact for a named portfolio of enterprise accounts, alongside their assigned CSM • Conduct regular technical health reviews — assessing integration health, API usage, configuration gaps, platform adoption blockers, and integration best practices that drive enterprise customer stability • Lead technical customer workshops and escalation discussions as the technical lead for assigned accounts • Proactively identify technical risks before they become escalations; build remediation plans and see them through • Guide customers through complex platform configurations, custom reporting setups, and integration architecture for CreatorIQ's NextGen platform • Translate customer business goals into technical requirements and platform configurations within CreatorIQ • Own the technical success plan for each account — documenting integration specs, data flows, custom setups, and known risks • Lead customers through complex technical transformations, platform changes, and operational scaling initiatives while ensuring continuity and customer confidence • Coordinate technical work streams across Product Support, Engineering, Product, and Implementation to ensure enterprise issues are prioritized, communicated clearly, and driven through resolution • Provide customers with structured technical updates, remediation plans, risk assessments, and realistic delivery expectations during escalations • Maintain accurate documentation of each account's technical configuration, integration architecture, and open technical issues in Notion and Zendesk

• Lead end-to-end onboarding and implementation for CreatorIQ customers, from kickoff through go-live and handoff • Align on customer requirements, technical feasibility, and implementation timelines • Enable customers to confidently adopt and scale their use of the platform by configuring the CreatorIQ platform based on customer requirements, use cases, and package scope • Support technical setup including data imports, integrations, and system configuration • Work with APIs, data mapping, and workflows to ensure smooth platform adoption • Serve as a platform expert, delivering tailored training sessions aligned to customer workflows and goals. Translate technical concepts into clear, easy-to-understand guidance for non-technical users • Partner closely with Sales, Customer Success, Product, and Engineering teams • Provide feedback to Product and Engineering to improve platform capabilities and implementation processes • Apply implementation best practices and continuously improve onboarding processes • Troubleshoot technical issues and provide solutions during onboarding • Contribute to automation, tooling, and scalable implementation frameworks

• Deliver Exceptional Customer Support • Serve as the first line of contact and provide timely email support to customers with a focus on enhancing the customer experience and guiding customers through complex issues. • Provide clients with specialized support through complex issues in the form of screen shares and working sessions with clarity and professionalism. • Resolve and Troubleshoot Technical Issues • Research, diagnose, and resolve a wide range of customer-reported problems, escalating when needed. • Assess issue severity and collaborate with internal teams to prioritize and implement solutions. • Collaborate Across Teams • Partner with various teams, including but not limited to Product, Engineering, and Customer Success teams, to resolve issues and improve processes. • Share actionable feedback with stakeholders to enhance platform functionality and customer satisfaction. • Contribute to Continuous Improvement • Identify recurring issues, trends, and opportunities for service and product improvements.

• Provide technical support via chat and email to CreatorIQ clients, ensuring a high-quality customer experience • Troubleshoot and resolve complex technical issues, including platform configuration, integrations, and data-related problems • Conduct screen-sharing sessions and live troubleshooting to guide clients through solutions • Investigate, replicate, and diagnose reported issues in appropriate environments to identify root causes • Analyze issue severity and impact, and prioritize or escalate to engineering or advanced support teams as needed • Collaborate cross-functionally with Product, Engineering, and Customer Success to resolve issues efficiently • Maintain and contribute to the knowledge base, including documentation, FAQs, and troubleshooting guides • Educate customers on platform functionality, best practices, and “how-to” guidance to improve adoption • Identify recurring issues and provide feedback to improve product quality and support processes • Support continuous improvement of support workflows, tooling, and customer experience

• Maintain the quality of source code, whether writing or reviewing it. • Deliver assigned tasks on time and in whole, following both Agile sprint timelines and established SLA (Service Level Agreement) • Responsible for the resolution of production issues and providing precise, efficient fixes. • Provide accurate task estimations during sprint planning sessions. • Actively participate in support planning and Agile practice such as stand-ups, sprint planning, and retrospectives. • Follow the defined software development lifecycle and Agile processes. • Maintain personal JIRA discipline by updating tasks promptly and accurately. • Suggest improvements for the support process, software development lifecycle, CI/CD, and QA. • Collaborate with the team to ensure that Agile practices, including regular sprints and incremental development, are followed efficiently.

• Nurture strong, collaborative partnerships with a portfolio of high-value mid-market customers. • Support customers in achieving meaningful outcomes through their influencer marketing programs. • Analyze customer engagement data to identify risks and opportunities. • Drive platform adoption through strategic business reviews and roadmap discussions. • Collaborate with Implementation and Services teams to ensure successful onboarding. • Act as the customer’s internal advocate, channeling product feedback to inform roadmap decisions.

• Act as a key GTM Operations partner to the CX organization, developing strong subject matter expertise of processes, systems, data, and KPIs spanning Implementation, Customer Success, Managed Services, and Support teams • Partner closely with CX leadership to operationalize the customer journey, translating business priorities into scalable processes across onboarding, adoption, retention, and renewal motions • Support the identification of operational needs by analyzing workflows, performance data, and stakeholder input to surface gaps and opportunities • Serve as the “eyes and ears” of the CX organization within GTM Ops, proactively identifying opportunities for process optimization, automation, and improved operational effectiveness • Program manage CX operational initiatives end-to-end, tracking progress and driving accountability across timelines, dependencies, risks, and deliverables • Partner with cross-functional stakeholders across Marketing, Sales, Product, and Finance to align on requirements, coordinate execution, and ensure initiatives are successfully delivered and adopted • Prepare updates, summaries, and readouts to ensure visibility of updates and resolution of blockers across teams and leadership • Translate CX business needs into clear business and system requirements, ensuring alignment between CX stakeholders and GTM Ops systems teams • Partner with internal systems and infrastructure teams to support implementation of tools, automations, and workflows for the customer org • Support the evaluation, rollout and change management of CX technologies and its integration with CRM systems • Establish feedback loops to continuously improve CX operations by monitoring adoption and effectiveness of CX programs, tools, and processes • Analyze program performance and key metrics to identify trends, gaps, and opportunities to improve customer outcomes and operational efficiency • Leverage automation and AI to build and scale processes that improve productivity and efficacy of customer teams • Act as a liaison to Customer Success Enablement to inform training priorities, content, and delivery approaches based on operational insights

• Lead end-to-end onboarding and implementation for CreatorIQ customers, from kickoff through go-live and handoff • Align on customer requirements, technical feasibility, and implementation timelines • Enable customers to confidently adopt and scale their use of the platform by configuring the CreatorIQ platform based on customer requirements, use cases, and package scope • Support technical setup including data imports, integrations, and system configuration • Work with APIs, data mapping, and workflows to ensure smooth platform adoption • Serve as a platform expert, delivering tailored training sessions aligned to customer workflows and goals. Translate technical concepts into clear, easy-to-understand guidance for non-technical users • Partner closely with Sales, Customer Success, Product, and Engineering teams • Provide feedback to Product and Engineering to improve platform capabilities and implementation processes • Apply implementation best practices and continuously improve onboarding processes • Troubleshoot technical issues and provide solutions during onboarding • Contribute to automation, tooling, and scalable implementation frameworks

• Support data analysis across marketing performance, consumer behavior, and market trends • Work with structured and large datasets to extract insights • Assist in building dashboards, reports, and presentations for client deliverables • Contribute to analyzing campaign performance and identifying trends • Partner with senior consultants to support client-facing projects • Contribute to internal knowledge sharing and documentation • Learn and apply best practices in data analysis and storytelling