ECI Software Solutions

• Assist in the execution of marketing campaigns that support new systems, cross-sell, retention, and migration goals across key product lines. • Coordinate with internal teams (creative, digital, content, etc.) in Asana to develop marketing assets and ensure campaign deliverables are completed on time and aligned with strategy. • Set up, test, and deploy marketing campaigns in tools like Marketo and Salesforce. • Monitor performance of live campaigns and support reporting efforts by pulling data, tracking KPIs, and flagging areas for optimization. • Support marketing webinars, email campaigns, social media, and digital ads by organizing logistics, building assets, and coordinating across teams. • Help maintain content and campaigns within marketing systems, such as Pathfactory and Craft CMS. • Assist with completing customer testimonials, case studies, and referrals. • Provide support for customer enablement and advocacy programs. • Maintain marketing calendars and project timelines in tools like Asana to ensure alignment across stakeholders.

• Lead end-to-end execution of high-priority initiatives sponsored by the CTO • Drive planning, tracking, and delivery of cross-functional technical programs • Establish program governance, milestones, KPIs, and reporting mechanisms • Identify risks and proactively implement mitigation strategies • Own program management of the internal AI Bootcamp, from employee registration through post-graduation surveys and employee effectiveness measures • Coordinate curriculum delivery with internal and external stakeholders • Track engagement, progress, and outcomes • Define and report on success metrics (e.g., adoption, skill development, business impact) • Design and manage onboarding programs for new Builder hires • Ensure new hires are effectively ramped on tools, systems, and development practices • Partner with engineering leadership to continuously improve onboarding experience and speed-to-productivity • Support the CTO in driving transformation initiatives related to software development practices, tooling, and processes • Facilitate adoption of new methodologies and alignment to engineering mission and vision • Coordinate communication, training, and change management efforts across teams • Act as a trusted advisor and operational partner to the CTO • Prepare executive briefings, updates, and strategic communications • Drive alignment across leadership teams and ensure follow-through on key decisions • Improve internal processes, cadences, and organizational visibility

• Drive Proactive Sourcing: Act as a talent scout, utilizing AI tools, LinkedIn Recruiter, and other networks to identify top-tier talent for Engineering, Cloud, and IT. • Deliver an Exceptional Candidate Journey: Represent ECI with professionalism and warmth, ensuring every candidate feels valued, informed, and respected at every stage, regardless of the hiring outcome. • Partner with Purpose: Act as a trusted advisor to our Engineering and Cloud leaders, managing their expectations through clear communication, data-driven insights, and a commitment to quality over quantity. • Maintain Operational Excellence: Manage the full recruitment lifecycle with extreme attention to detail, ensuring interview loops are seamless, feedback is prompt, and the ATS is always up to date. • Evangelize the Brand: Effectively communicate ECI's value proposition, engineering AI vision, and culture to attract passive talent in a highly competitive market.

• Provide frontline support by responding to customer inquiries • Diagnose software issues and ensure timely resolution of customer requests • Collaborate within the swarm support model to resolve customer issues effectively • Serve as a knowledgeable resource within the swarm support team • Ensure timely follow-up with customers on outstanding issues

• Support the planning and execution of tradeshows, regional events, customer events, executive meetings, and internal gatherings • Manage event logistics including registration, shipping, booth assets, swag, travel coordination, vendor communications, and on-site support • Maintain detailed event timelines, run-of-show documents, and project plans to ensure flawless execution • Assist with post-event follow-up, surveys, and retrospectives to drive continuous improvement • Partner closely with Demand Generation, Product Marketing, Sales, Customer Success, Creative, and Digital teams to align messaging, assets, and campaign execution

• Identify upsell opportunities for additional software and services by staying in routine contact with the customer base via phone, online meeting, and email. • Build a relationship with the customer base to ensure satisfaction throughout the customer's tenure and prevent churn. • Develop a strong understanding of the ECI MES (Manufacturing Execution System) called Amper. • Conduct outbound calls, emails, and virtual meetings to engage with customers, understand their business needs, and present upsell options effectively. • Collaborate closely with the sales team to identify opportunities, qualify leads, and drive the sales process from initial contact to closure. • Manage the sales cycle, including pipeline management, negotiation, and contract closure, while consistently meeting or exceeding sales targets. • Provide exceptional customer service and serve as the primary point of contact for customer inquiries, ensuring prompt resolution of issues and inquiries. • Log and record each outreach made, in Salesforce, producing regular activity reports. • Meet daily, weekly, and monthly quality communication goals in accordance with the strategic plan.

• Design and maintain new hire training paths (role-based onboarding) that blend product fundamentals, customer experience standards, support tools/processes, and day-in-the-life readiness. • Build cross-skilling paths by product and/or workflow (ex: foundational ? intermediate ? advanced), enabling Support to expand coverage safely and predictably. • Create and run a Support Certification Program , including: • Certification levels (ex: Bronze/Silver/Gold or Level 13) • Required assessments (knowledge checks, scenario-based evaluations, live troubleshooting demonstrations) • Recertification / refresh cadence for major releases • Develop an SME delivery model: Partner with Support leaders to identify SMEs • Create reusable lesson plan templates and facilitation guides • Coach SMEs on delivery and ensure consistent outcomes across trainers • Establish a repeatable content engine: Standardize training assets (job aids, troubleshooting playbooks, guided labs, simulations, knowledge checks) • Implement an update workflow tied to product releases and top case drivers • Partner with Division Enablement Teams/ Customer Success Trainers & Support Leadership to align learning paths to: • Case drivers, escalation themes, QA findings, and customer pain points • Swarm/pod models and product coverage needs • Define and track key enablement metrics ( time-to-proficiency, certification rates, SME throughput, onboarding satisfaction, and downstream impact signals). • Facilitate and/or coordinate live sessions, onboarding cohorts, and certification reviews (as needed).

• Provide frontline support by responding to customer inquiries • Collaborate within the swarm support model to resolve customer issues • Serve as a knowledgeable resource within the swarm • Ensure timely and thorough follow-up with customers

• Partner with Account Executives to scope technical requirements during pre-sales • Provide prescriptive, confident technical guidance to prospects • Lead on-site and remote IoT hardware deployments for pilot customers • Install, configure, and troubleshoot industrial sensors • Build and maintain deployment playbooks and documentation • Work closely with Product, Engineering, Sales, and Customer Success to align on requirements

• Lead and manage SRE operations supporting 24/7/365 availability • Own uptime, SLA compliance, SLIs, SLOs, error budgets, MTTR, and incident trends • Oversee incident management, on-call rotations, and post-incident reviews • Lead FinOps practices across hybrid environments • Drive right-sizing, optimization, and elimination of infrastructure waste • Establish cost visibility, allocation, and reporting • Define and maintain observability standards across hybrid environments, such as AWS, Azure and Vsphere • Utilize platforms such as Coralogix, Open Telemetry, and FireHydrant • Champion GitOps practices and pull request governance • Lead Terraform-based infrastructure automation initiatives • Partner across Product, Engineering, Infrastructure, Finance, and Support teams • Lead, mentor, and develop a high-performing SRE team