Datacor, Inc.

Role Description We're looking for a high-energy, customer service-minded, tech savvy Product Support Specialist to become part of our Customer Support Team. Our Product Support Specialists are the face of Datacor for our customers. We take customer support seriously - we provide our customers with friendly, thorough and knowledgeable customer service, beginning to end. This begins with you. At a high level, your responsibilities will be to understand our customers’ needs and help them use our software to solve their problems, from issue identification to troubleshooting to resolution. This role is technical in nature and requires research, analytical and database skills. - Customer Support: Providing Tier One tech support. Handling support calls, emails and feature requests from customers. Getting to know our customers on a first-name basis and being their advocate. - Professional Services: Helping new and existing customers with software projects including Custom Report building and Custom App configuration. - Technical Documentation: Help create, contribute to, and maintain technical documentation. - Product Improvement: Work with the Client Services and Development teams to improve Internal and Customer Facing tools to interact with our product. Qualifications - 2-5 years' experience writing SQL queries, conducting data manipulation and scrubbing - Strong research skills to collect information, troubleshoot and document issues - Minimum intermediate working knowledge of Microsoft Office Excel - Experience in Customer Support, Technical Support, and Project Management - Excellent verbal and written communication - Strong analytical and problem-solving skills - Strong organizational and time management skills - Previous experience in Software as a Service (SAAS) EOE Statement Datacor is an Equal Opportunity Employer and does not discriminate on the basis or race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Use of AI During Interviews At Datacor, we value thoughtful problem-solving and authentic perspectives. To ensure a fair and consistent evaluation process, we ask that candidates do not use generative AI tools or outside assistance during live interviews unless explicitly stated otherwise. We're interested in hearing your experience, your approach, and how you think through challenges.

• Serve as point of contact for delivering solutions for projects across diverse industries. • Plan and schedule the delivery process, including defining project scope, milestones, and timelines. • Manage the budget and resources of the delivery, including allocation of task to team members and ensure the project stays on track. • Identify and mitigate risk to the delivery, including developing contingency plans to mitigate potential issues. • Track progress and adjust schedules to keep deliveries on track. • Conduct executive status meetings with key stakeholders. • Understanding the key business drivers as well as predicting, identifying, and managing key issues and risk through insights, factual conclusions and advice. • Oversee day-to-day operations, ensuring all deliveries are completed on time and meet customer satisfaction. • Manage customer inquiries and complaints related to project delivery. • Stay updated on the latest ERP trends, technologies and best practices.

• Work independently with minimal direction, demonstrating ownership of documentation projects and the ability to drive results without close supervision. • Create, organize, and maintain user-facing and internal documentation including user guides, release notes, process documents, and additional documentation as needed. • Collaborate with product managers, engineers, QA, and other stakeholders to gather technical information and validate accuracy. • Work in a cloud-based Component Content Management System (CCMS) to ensure content reuse, consistency, collaboration, and scalability. • Advocate for users by crafting content that is clear, useable, and aligned with product workflows. • Build strong working relationships across teams (product, support, and engineering) and contribute to a positive, service-focused documentation culture. • Leverage AI tools to accelerate delivery; for example, transforming recorded demos and transcripts into draft documentation for rapid editing and refinement. • Use AI-powered editing and analysis tools to improve documentation accuracy, consistency, and overall quality. • Apply AI-based analytics and reporting to gain visibility into the questions users are asking and the issues they’re trying to solve, helping the team identify content gaps and opportunities for improvement. • Improve content, processes, and standards based on feedback, analytics, and your own observations.

• Develop and execute varying negotiation strategies for customers of different size / segments / product lines to maximize contract value while empathizing with customers' situations and protecting and enhancing customer trust • Communicate directly with customers to accurately resolve a high volume of renewals/inquiries in a timely manner while providing exceptional customer service by collaborating with Customer Success, Support/Services, and Finance • Collaborate with Customer Success and Sales teams to identify and maximize opportunities for account growth and expansion • Contribute to scaling the Renewal team by providing feedback, piloting new processes, and developing playbooks for successfully executing renewals • Identify customer requirements, uncover roadblocks, escalate pain-points, and demonstrate strong account management and commercial capabilities to drive renewal to on-time resolution • Provide management with complete visibility to renewals and solicit executive involvement as required • Accurately maintain/update a rolling 120-day renewal forecast and communicate any renewal risk to internal resources in order to develop resolution strategies • Achieve financial and strategic goals for minimizing attrition, positioning favorable terms, and boosting incremental growth via up-sells, cross-sells and add-ons

About Us: Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems. We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications. The Role: As an Implementation Specialist, you will play a critical role in the successful delivery and adoption of Datacor software solutions. You will work directly with customers and internal Delivery Managers to configure, test, train, troubleshoot, and support customers through implementation and go-live. This is a remote position that requires periodic travel to customer sites. The ideal candidate brings 3–5 years of real-world ERP experience—either as an end user, an implementer, or both—and thrives in a customer-facing, problem-solving environment. Key Responsibilities: - Provide implementation services related to the installation, configuration, testing, training, and go-live support of Datacor ERP software at customer sites and remotely. - Work closely with Delivery Managers to execute project plans, meet milestones, and ensure smooth customer experience throughout the implementation lifecycle. - Meet with customers to analyze business processes and consult on best practices, system configuration, and process optimization using Datacor software. - Deliver end-user and administrator training, including system navigation, workflows, and day-to-day operational use. - Troubleshoot configuration, process, and data-related issues, providing timely resolution and clear communication to customers. - Support customers during cutover and go-live, including hypercare support as needed to ensure successful adoption. - Develop and maintain training documentation, user guides, and internal knowledge base materials to support continuous improvement. - Contribute to methodology improvements by sharing implementation insights, lessons learned, and best practices with the broader delivery team. - Manage multiple tasks and customer engagements simultaneously while completing administrative responsibilities such as time entry, status updates, and recap documentation accurately and on time. Qualifications: - 3–5 years of real-world ERP experience, either: as an ERP user, and/or as an ERP implementation consultant. - Experience with Datacor ERP is highly desired but not required. - Bachelor’s degree in business administration, accounting, finance, computer science, or a related field, or equivalent relevant work experience. - Strong understanding of business processes in areas such as accounting, operations, inventory, manufacturing, or distribution. - Excellent verbal, written, and presentation skills, with the ability to explain complex concepts clearly to diverse audiences. - Strong analytical, problem-solving, and troubleshooting skills. - Proven ability to manage time effectively and work independently in a remote environment. - Comfortable working directly with customers in a consultative, service-oriented role. - Working knowledge of data concepts and databases, including basic SQL concepts, is a plus. - Willingness and ability to travel to customer sites as required. Why Join Datacor: - Work with a collaborative delivery team supporting impactful, real-world manufacturing solutions. - Gain exposure to complex ERP implementations across diverse industries. - Grow your ERP expertise while helping customers succeed from implementation through go-live and beyond. EOE Statement: Datacor is an Equal Opportunity Employer and does not discriminate on the basis or race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Use of AI During Interviews: At Datacor, we value thoughtful problem-solving and authentic perspectives. To ensure a fair and consistent evaluation process, we ask that candidates do not use generative AI tools or outside assistance during live interviews unless explicitly stated otherwise. We're interested in hearing your experience, your approach, and how you think through challenges.

• Serve as point of contact for defining solutions for projects across diverse industries. • Work closely with stakeholders across the organization to understand business processes and design ERP solutions that align with organizational goals. • Develop and implement ERP Solutions that align with business needs and goals. • Understanding the key business drivers as well as predicting, identifying, and managing key issues and risk through insights, factual conclusions and advice. • Evaluate customers’ needs and desired workflows to determine most effective ways to configure the application. • Coordinate with the Product and Development teams to ensure accurate implementation of ERP Solutions. • Troubleshoot gaps that arise during normal flow of business to identify root cause and develop short- and long-term action plans to complete the business workflow. • Contribute knowledge to documentation for internal and external development initiatives. • Provide internal technical training and support to enable team members to complete assigned tasks. • Prepare technical design documents and specifications for development. • Prepare configuration documents and specifications for implementation specialist. • Stay updated on the latest ERP trends, technologies and best practices.

• Provide excellent, proactive customer service to GoldSim customers • Advise the development team with QA testing during product release. • Apply deep industry and product expertise to author product documentation (methods, features, procedures, workarounds) in the form of help topics, user manuals, knowledge base articles, FAQ pages, and example simulations. • Update and maintain training materials and lead training seminars both in person and virtually. • Serve as subject matter expert to support marketing efforts through representation as a technical resource at conferences & trade shows, authoring blog posts, and developing materials for the GoldSim/Datacor website. • Support the Pre-Sales team by demonstrating our software to prospective customers with specific customer or industry examples. • Utilize customer feedback and industry expertise to partner with development & product teams to set strategy for product and advise on development imperatives.

About Us: Datacor is the leading provider of software solutions, including ERP, CRM, Asset Tracking, Simulation and Formulation, to the process manufacturing space. We are on a mission to better equip the industry with software solutions and move it forward by building thoughtful, intuitive products that solve our customers’ most difficult problems. We are passionate about serving our customers and helping them use data as a competitive advantage. Our customers make products that extend and sustain lives by sanitizing, fertilizing, beautifying, cleaning, and recycling the world we live in. We at Datacor help our customers make those products you use every day more safely, cost effectively and more efficiently through our technology platforms and applications. Position Overview The Program Director / Chief of Staff will serve as a strategic partner to the Product and Engineering leadership teams, driving operational excellence and ensuring alignment across product development initiatives. This role is responsible for establishing and maintaining SOPs, documentation standards, and best practices that enable both organizations to operate with consistency and clarity. The Program Director / Chief of Staff will also manage critical processes, facilitate cross-functional collaboration, and help leadership execute on strategic priorities across the product and engineering portfolio. Key Responsibilities Cross-Functional Project Management - Collaborate with product, design, engineering, and business stakeholders to gather requirements and define project scope. - Track progress across initiatives and implementations, identify risks, and ensure timely delivery. - Maintain clear communication and alignment across all involved teams throughout the project lifecycle. Quarterly Product Review & Product Strategy - Own and manage the Quarterly Product Review process across all products, coordinating with product managers and engineering leads to ensure timely preparation and delivery of review materials. - Track action items and follow up on commitments post-review to ensure accountability and progress. - Partner with product leadership to support roadmap planning, prioritization processes, and alignment across stakeholders. - Help facilitate product strategy sessions, ensuring outcomes are documented, communicated, and tracked. - Coordinate go-to-market readiness activities between product, engineering, and commercial teams to ensure smooth product launches and releases. Operational Standards & Documentation - Develop, implement, and maintain SOPs and documentation standards across the Product and Engineering organizations. - Establish frameworks and templates that ensure consistency in how teams document processes, decisions, technical specifications, and product requirements. - Partner with leadership to identify operational gaps and drive continuous improvement initiatives. - Serve as a steward of organizational knowledge, ensuring critical information is accessible, up to date, and actionable. Agile Practice Implementation - Introduce, standardize, and enforce agile methodologies across all engineering and product teams. - Provide guidance and training to ensure consistent adoption of agile principles. - Define and track KPIs to measure team performance, delivery health, and process effectiveness across teams. - Monitor team performance and continuously refine processes for efficiency and scalability. Integration Planning for Acquisitions - Partner with newly acquired teams to develop and execute integration plans. - Align engineering and product processes, tools, and culture to ensure smooth transitions. - Monitor integration milestones and report progress to leadership. Qualifications: - Bachelor’s degree in Engineering, Computer Science, or related field; MBA or equivalent experience preferred. - 8+ years of experience in program management, engineering operations, or similar leadership roles. - Strong understanding of agile methodologies and software development lifecycle. - Exceptional communication, organizational, and stakeholder management skills. - Proven ability to manage complex projects and drive cross-functional alignment. Preferred Skills: - Experience in managing product review cycles and executive-level reporting. - Familiarity with tools like Jira, Confluence, and other agile project management platforms. - Ability to thrive in a fast-paced, dynamic environment with multiple priorities. EOE Statement: Datacor is an Equal Opportunity Employer and does not discriminate on the basis or race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. Use of AI During Interviews: At Datacor, we value thoughtful problem-solving and authentic perspectives. To ensure a fair and consistent evaluation process, we ask that candidates do not use generative AI tools or outside assistance during live interviews unless explicitly stated otherwise. We're interested in hearing your experience, your approach, and how you think through challenges.

• Define and lead the technical strategy for optimization use cases across Datacor's product portfolio. • Translate complex, real-world operational constraints into rigorous mathematical models. • Design, implement, and benchmark optimization algorithms including exact methods, metaheuristics (simulated annealing, tabu search, genetic algorithms), and commercial solvers (OR-Tools, Gurobi, CPLEX, or equivalent). • Make principled tradeoffs between solution quality, computational cost, and real-time responsiveness. • Collaborate closely with product, engineering, and design teams to ensure the solver becomes a solution that real users can understand, trust, and act on every day. • Drive end-to-end delivery of optimization solutions from prototype to production working across cross-functional teams. • Integrate optimization engines into production software via APIs and enterprise data pipelines. • Serve as the internal authority on optimization methods communicating algorithm design, performance, and tradeoffs clearly to both technical and business audiences. • Stay ahead of advances in OR, combinatorial optimization, and applied AI and bring new ideas and thinking that push our capabilities forward.

• Lead team of dedicated renewals professionals. • Initiates and develops strong alignment with key stakeholders at the executive level in order to influence other teams to help to shape policy/process, identify gaps and proactively address them. • Support direct reports by participating and leading in client meetings and engaging other corporate resources as required. • Be a trusted advisor to Sales and Customer Success leadership • Ongoing mentoring and development of Renewals team • Build a Monthly meeting cadence with Sales and Customer Success leadership • Weekly forecast meetings with the team to drive forecasting excellence and accuracy. • Develop and educate on best practice across the team • Embrace the use of AI tools to automate manual processes where appropriate • Achieve or exceed attrition and uplift targets. • Develop and execute win/win negotiation strategies for all contract renewals that maximize contract value while protecting and enhancing customer trust. • Maximize account growth opportunities by ensuring that their team is playing an active role on the extended account team and helping to identify incremental opportunities upon contract renewal. • Own, drive and manage the renewals process in collaboration with internal stakeholders. • Take a lead role in collaborating with internal resources (Pricing, Product Management, Customer Success, Account Executives, etc...) to develop comprehensive 'win' strategies for renewals. • Ensure that your team is effectively Identifying customer requirements, uncovering roadblocks, and demonstrating strong account management and commercial capabilities to drive their renewal events to on-time closure and customer success • Provide executive management with complete visibility to renewals and solicit executive involvement as required. • Communicate risk clearly and take the lead in developing resolution strategies. • Accurately maintain and accurately forecast a rolling 120 day forecast of renewals • Ensure that your team adheres to best practices for all internal processes including, but not limited to, Opportunity Management, Data Quality and accuracy, Quotations and Forecasting • Ensure your team achieves financial and strategic targets for minimizing attrition, positioning favorable terms and boosting incremental revenue • Develop your team or teams in terms of mentorship, knowledge, confidence and career paths, engage in regular 1:1’s with all employees in your team. • Assist in the annual renewal planning process for the team(s), including the calculation of annual renewal rates, term length and price increase targets.