Crescendo

• Answer inbound calls from customers and provide helpful support. • Listen to customers' needs and find solutions to their issues. • Provide accurate information about products or services. • Document customer interactions and issues in our systems. • Follow established processes and guidelines to ensure quality service. • Work as part of a team to achieve customer satisfaction goals. • Participate in training sessions to improve your skills and knowledge. • Stay up-to-date on product and service information. • Escalate complex issues to senior team members when needed. • Help create a positive experience for every customer.

• Manage your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality. • Keep external partner POCs updated on the regular status and progress of your team. • Ensure the team is performing at expected quantitative and qualitative levels. • Contribute to critical team operations: including hiring, onboarding, training, quality control, feature request tracking, and team building. • Establish a quality-focused team culture with strong communication, accountability, and adherence to Crescendo Core Values. • Manage team issues and risks, and develop mitigation initiatives and contingency plans to reduce potential impact; activate and implement these strategies when necessary. • Examine required reports on a regular basis to confirm the information has been correctly added and to detect any trends or improvements. • Evaluate overall team happiness and engagement. • Directly manage and develop a team of high-performing team leads and associates. • Monitor individual wellbeing and drive success through effective performance management. • Perform regular 1:1s with all direct reports, as well as skip-levels with other team members. • Resolve personnel issues as they arise, leading disciplinary action as needed. • Work on development programs for associates and leads. • Assist leads with HR-related issues and policies, payroll and bonus structures, and the management of the team. • Participate in regular program reviews. • Perform internal quality control check-ins with assigned programs. • Support team leads and managers in establishing KPIs and meeting their program goals. • Provide the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc. • Ensure all solutions satisfy both the partner’s goals and the organization's vision. • Foster a problem-solving environment, demonstrating teamwork and innovation. • Establish a standard and encourage the learning and sharing of best practices. • Craft best practices and templates based on program needs/requirements.

• Gather and document business requirements from stakeholders across sales, legal, operations, and finance departments • Configure and customize Salesforce solutions including CRM core, Sales Cloud, and related modules to meet organizational needs • Design and implement Docusign CLM workflows, template management, and signature processes • Facilitate integration between Salesforce and Docusign CLM platforms to streamline contract management and CRM processes • Create detailed functional specifications, process documentation, and user guides • Perform system testing and quality assurance to ensure solutions meet business requirements • Provide end-user training and support during system implementations and post-deployment • Analyze and optimize existing CRM and CLM processes to improve efficiency, user adoption, and business outcomes

• Partner with Solutions Consultants and the senior team to support sales opportunities and strategic customer engagements • Translate discovery inputs into structured analyses, including: Pricing models, Cost structures, ROI and outcome-based business cases • Gather and synthesize data from cross-functional partners (Sales, Operations, Finance, etc.) to inform solution design and pricing • Build and maintain detailed financial models in Excel or Google Sheets to support complex deal structures • Develop clear, data-driven narratives and recommendations to support solution strategy decisions • Contribute to the creation of customer-facing materials, including proposals and executive presentations • Support service design decisions by analyzing operational inputs (e.g., volumes, handle times, staffing assumptions) • Identify opportunities to improve tools, templates, and processes that support scalable and efficient pricing and analysis • Leverage AI tools to accelerate analysis, improve output quality, and drive innovation in how the Solutions team operates

• Lead discovery sessions to identify customer pain points, desired outcomes, and current gaps in their processes or tools • Build and present highly attuned product demos showcasing features such as Crescendo’s AI Messaging Assistants, AI Voice Assistants, Quality Assurance, and Voice of Customer tools • Create resources and workshops to demonstrate agentic AI use cases that can drive value • Serve as the go-to technical resource, clearly articulating Crescendo’s product capabilities, demonstrating use cases, and advising on best practices • Use insights from discovery and workshops to create tailored recommendations and ensure alignment needs and objectives of our customers • Partner with our CX Solution Designers to create service design and cost models for our customers • Partner with Sales, Product, and Engineering to refine requirements, gather customer feedback, and influence product roadmaps, ensuring client needs are represented and addressed • Contribute to account strategies, and assist in scoping engagements • Offer insights and recommendations to help close new business and expansion opportunities • Lead technical discussions and present solutions to a variety of audiences, from end-users to executive stakeholders, ensuring alignment and clarity on technical deliverables • Understand the competitive landscape and articulate how Crescendo’s capabilities uniquely address customer challenges compared to alternatives

• Provide outstanding customer experience across email and live chat in both English and French • Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting • Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) • Consistently achieve individual and team performance goals • Demonstrate strong understanding of policies, processes, and product guidelines • Work cross-functionally to resolve complex customer issues efficiently • Collect and share customer insights to improve product experience and service quality • Identify recurring issues and escalate trends for timely resolution • Proactively collaborate with internal teams to improve workflows and customer experience • Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) • Support additional tasks as assigned by the Customer Happiness Manager

• Provide outstanding customer experience across email and live chat in both English and German • Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting • Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) • Consistently achieve individual and team performance goals • Demonstrate strong understanding of policies, processes, and product guidelines • Work cross-functionally to resolve complex customer issues efficiently • Collect and share customer insights to improve product experience and service quality • Identify recurring issues and escalate trends for timely resolution • Proactively collaborate with internal teams to improve workflows and customer experience • Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) • Support additional tasks as assigned by the Customer Happiness Manager

• Provide outstanding customer experience across email and live chat in both English and French • Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting • Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) • Consistently achieve individual and team performance goals • Demonstrate strong understanding of policies, processes, and product guidelines • Work cross-functionally to resolve complex customer issues efficiently • Collect and share customer insights to improve product experience and service quality • Identify recurring issues and escalate trends for timely resolution • Proactively collaborate with internal teams to improve workflows and customer experience • Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) • Support additional tasks as assigned by the Customer Happiness Manager

• Provide outstanding customer experience across email and live chat in both English and German • Handle customer inquiries ranging from product information, order support, account questions, and basic technical troubleshooting • Meet customer service KPIs defined by the Customer Happiness Manager (response time, resolution time, CSAT, etc.) • Consistently achieve individual and team performance goals • Demonstrate strong understanding of policies, processes, and product guidelines • Work cross-functionally to resolve complex customer issues efficiently • Collect and share customer insights to improve product experience and service quality • Identify recurring issues and escalate trends for timely resolution • Proactively collaborate with internal teams to improve workflows and customer experience • Confidently navigate multiple tools and platforms (CRM, ticketing systems, knowledge bases) • Support additional tasks as assigned by the Customer Happiness Manager

• You ghost-write and co-create with our CEO and leadership team. • You turn their conviction about the future of CX into pieces that get cited, shared, and remembered. • You commission and produce data stories — the kind that journalists reference and analysts quote. • You create the content that makes Zendesk, Intercom, and Sierra displacement happen. • You build the content arc from pre-announcement thought leadership to post-launch case studies. • You write the content that makes a COO at an insurance company feel like we built this for them. • You interview customers, find the insight buried in their results, and turn it into a case study that closes deals. • You measure what matters: share of voice, pipeline influence, content-assisted deals. Not pageviews.