CyberNut

• Onboard new customers and guide them through strategic planning, goal-setting, and adoption • Serve as a primary point of contact for a portfolio of accounts, responding to inquiries in a timely manner • Monitor customer health metrics and proactively identify at-risk accounts • Conduct regular check-ins and business reviews with customers • Collaborate with Sales, Support, and Product teams to resolve customer issues and relay feedback • Track and document customer interactions in HubSpot • Work toward retention and expansion targets within your book of business

• Own Tier 1 support across all incoming channels (email, web form, chat) with a target first response time under 2 hours. • Diagnose and resolve email delivery issues, including phishing simulations not sending, emails stuck in pending, and campaign scheduling problems. • Resolve browser extension and add-on issues for the Chrome extension, Gmail add-on, and Outlook add-in, including installation errors, missing icons, and update problems. • Guide customers through onboarding, training campaign setup, team configuration, and platform walkthroughs. • Troubleshoot SSO and authentication issues, including SAML configuration, expired certificates, and login failures across Google and Microsoft identity providers. • Investigate user sync and directory integration issues with Google Workspace and Microsoft 365. • Escalate confirmed bugs to engineering with clear reproduction steps, relevant logs, and customer context via our internal ticketing process (Linear). • Verify fixes with customers after engineering deployments and close tickets. • Contribute to an internal knowledge base by documenting resolution steps for recurring issues. • Partner with Customer Success, Engineering, and Product teams to resolve issues and surface patterns that inform product improvements.

• Support the technical onboarding and deployment of CyberNut’s solutions to K-12 customers • Configure integrations with Google Workspace and Microsoft 365 • Deploy reporting add-ons and extensions • Launch baseline phishing simulations • Troubleshoot technical issues during onboarding • Assist CyberNut’s Sales team with any pre-evaluation technical questions during demonstrations and pre-deployment planning • Assist CyberNut’s Customer Success team with any final onboarding technical issues, questions, and overall setup during final onboarding • Validate integrations and ensure the CyberNut reporting tool functions correctly • Create technical documentation, installation guides, and onboarding materials for school IT teams

• Identify and close new business opportunities with K-12 education customers • Manage the full sales cycle from discovery to contract signature • Deliver compelling demos that connect Cybernut’s value proposition to customer pain points • Collaborate with marketing to execute territory campaigns and lead generation activities • Represent Cybernut at trade shows, education conferences, and local industry events • Track and report progress, wins, and pipeline metrics within the CRM to maintain accurate forecasts

• Own month-end close activities, including journal entries, accruals, reconciliations, and balance sheet integrity in QuickBooks Online (QBO). • Maintain and improve consistent accounting controls and processes; document workflows to support audit readiness. • Ensure financial data integrity by reconciling activity across multiple systems (e.g., HubSpot ↔ Maxio ↔ QBO) and investigating variances. • Operate and improve billing + AR workflows across Maxio (sub-ledger) and QBO, ensuring completeness, accuracy, and clean syncing. • Manage invoicing, collections cadence, and cash application in a check-heavy AR environment (most customers pay by check). • Own Ramp setup and ongoing operations for expense management and AP: receipt/OCR capture, GL mapping rules, approval workflows, vendor management, and payment scheduling. • Build scalable policies and workflows that enforce spend discipline, maintain audit trails, and improve operating efficiency. • Produce reliable monthly reporting packages and support leadership with clean, consistent reporting tied back to the GL. • Help ensure commercial metrics and “business language” reconcile to accounting outputs; reduce manual spreadsheet dependency over time. • Coordinate with external partners (e.g., bookkeeping/tax/audit providers) and maintain the documentation and schedules needed for timely audits and filings.