CYPHER Learning

• Serve as a trusted advisor to customer stakeholders, guiding learning, adoption, and workforce enablement strategies that drive measurable business outcomes • Drive customer onboarding and implementation, ensuring a smooth transition from sale to activation and early value realization • Monitor customer engagement and usage trends, proactively identifying and addressing adoption risks • Build strong customer relationships to uncover expansion opportunities and support upsell and account growth • Own renewal readiness by maintaining high satisfaction, resolving issues quickly, and reinforcing ongoing value • Develop and execute customer success plans that align to business goals, milestones, and measurable outcomes • Lead periodic business reviews to assess performance, align on priorities, and identify opportunities for optimization and growth • Partner cross-functionally with Sales, Product, and Support to ensure a seamless customer experience and relay actionable feedback • Establish multi-threaded relationships across customer organizations, from end users to executive stakeholders • Develop deep expertise in CYPHER Learning’s platform and learning workflows to guide customers on best practices, enablement strategies, adoption, and long term value realization

• Architect, build, and evolve complex, production-grade software systems that underpin CYPHER’s core products, with a focus on scalability, reliability, and long-term maintainability. • Own technical design and execution for significant features and services, translating product and business requirements into clear, well-reasoned engineering solutions. • Set and uphold engineering standards through rigorous code reviews, design discussions, and technical documentation that raise the quality bar across the team. • Mentor and develop engineers by providing hands-on guidance, thoughtful feedback, and technical coaching that accelerates individual growth and team effectiveness. • Optimize system performance and resilience, identifying bottlenecks, reducing technical debt, and improving observability across the software stack. • Partner cross-functionally with Product, Design, and other stakeholders to deliver high-impact initiatives on time, balancing speed, quality, and architectural integrity. • Lead troubleshooting and root-cause analysis for complex production issues, driving durable fixes and preventing recurrence. • Evaluate and introduce new technologies or approaches where they provide clear value, while continuously improving existing systems and development practices. • All other duties as assigned.

• Drive execution of customer onboarding programs, including complex implementations involving data migration, integrations, and multiple stakeholders. • Own project plans, timelines, dependencies, and risk management across multiple concurrent workstreams. • Partner cross-functionally with Sales, Customer Success, Product, and Engineering to ensure aligned, on-time delivery. • Maintain clear project visibility through structured documentation, status reporting, and consistent communication cadence. • Identify risks early, remove blockers quickly, and keep projects moving with pace. • Hold stakeholders accountable while maintaining a collaborative, solutions-oriented approach. • Lead internal initiatives that improve delivery efficiency, scalability, and overall implementation quality. • Lead or support onboarding and training delivery during peak periods to accelerate customer adoption. • Maintain strong product knowledge and apply it directly to both implementation and training execution. • Perform other related duties as assigned.

• Own and close mid-market opportunities ranging from $50K to $500K+ ACV across a full sales cycle. • Manage a fast-paced pipeline while balancing multiple active deals across 30–120 day sales cycles. • Build and grow a self-generated pipeline within distributed organizations training employees, customers, partners, and field teams. • Sell business outcomes by positioning CYPHER Learning around speed, scale, onboarding effectiveness, readiness, and productivity. • Lead consultative discovery conversations that uncover operational challenges and buying priorities. • Navigate multi-stakeholder deals with operators, L&D leaders, revenue teams, and procurement partners. • Create urgency by helping prospects understand the impact of outdated training systems and the value of moving faster. • Partner closely with Marketing, SDRs, Customer Success, and Product to improve conversion, adoption, and market feedback. • Perform other related duties as assigned.

• Own a portfolio of strategic and enterprise customers, with accountability for retention, renewal outcomes, and expansion. • Lead end-to-end renewal strategy, including executive alignment, commercial negotiations, and order execution. • Build and maintain executive-level relationships, positioning yourself as a trusted advisor to key stakeholders. • Develop and execute account success plans aligned to customer goals, business outcomes, and measurable value. • Drive adoption and value realization across customer organizations to support long-term success and renewal strength. • Lead Executive Business Reviews (EBRs) and strategic planning sessions that reinforce value and uncover growth opportunities. • Proactively identify risks and implement mitigation strategies to protect renewals and customer health. • Identify and drive expansion opportunities, including upsell and cross-sell, in close partnership with Sales. • Partner cross-functionally with Product, Support, and other teams to align on priorities and deliver customer outcomes. • Serve as the voice of the customer, translating insights into actionable feedback that informs product and experience improvements. • Track and manage key performance indicators, including customer health, adoption, retention, and growth. • Act as a senior escalation point for complex customer situations, driving resolution and preserving customer trust.