Elm Street

• Work assigned revival queues daily: abandoned cart contacts, failed or lapsed payment accounts, and post-demo prospects who went cold after a completed demonstration • Execute structured outbound cadences via phone, email, and where appropriate SMS to re-engage lapsed or cold contacts • Identify why a contact abandoned, lapsed, or went cold and address it directly in the opening conversation before moving to a sales discussion • Check GoHighLevel (GHL) for contact ownership before every outreach attempt; if the contact has an assigned owner, route back to that owner immediately and do not conduct a sales conversation on an owned opportunity • Manage a personal pipeline of revived opportunities from first re-contact through close; maintain structured follow-up until a clear decision is reached • Coordinate with the assigned AE or Sr. AE when a revived contact is best suited for a full product demo before close; provide a written brief on the contact’s history and current stated interest • Log all outbound activity, routing decisions, and outcomes in GHL within 24 hours of each contact attempt • Convert re-engaged contacts into closed monthly subscriptions across Elm Street’s product suite; present options clearly and guide prospects to a decision • Track and report revival attempt outcomes (contacted, no answer, objection, closed, declined) to surface patterns in which pools, messages, and timing produce the best results • Meet or exceed monthly closed unit targets; report weekly on revival attempt volume, contact rates, and conversion by pool to the Sales Director

• Design, build, debug, and maintain software across the IDX Broker platform • Build cutting-edge front-end features using state-of-the-art technology such Vue.js and Next.js • Design, architect and implement new features utilizing a heterogeneous backend based on MySql, Postgres, Elastic Search, and Redis • Contribute to modernization efforts, including refactoring, service decomposition, UI improvements, and developer experience improvements • Build and troubleshoot APIs, web applications, jobs, and cloud-based services • Diagnose issues across distributed systems, including logs, queues, scheduled jobs, and production service dependencies • Participate in code reviews, documentation, release preparation, and incident response when needed • Collaborate with internal and external business stakeholders, QA, support, and other engineers to deliver reliable features and fixes

• Respond to inbound leads from webinars, marketing campaigns, events, and referrals. • Deliver engaging product demos and clearly communicate the value of Elm Street’s solutions. • Qualify prospects and guide them through the sales process from discovery to close. • Maintain accurate notes and deal tracking in the CRM. • Follow up on unconverted leads through structured outreach and nurturing strategies. • Attend industry trade shows and events as needed to promote Elm Street’s offerings. • Welcome new clients with onboarding calls to ensure a smooth transition. • Support customers with product questions and basic technical setup. • Identify opportunities for customers to expand their use of the platform or upgrade services. • Act as a knowledgeable and empathetic resource for clients looking to improve their marketing and productivity.

• Build the Customer Success Function • Design and implement Customer Success strategy, processes, and tooling from scratch • Establish customer lifecycle frameworks, health scoring, and engagement models • Define success metrics (churn, retention, expansion, NPS, etc.) and reporting • Own net and gross retention targets, with a year-one floor of 80%+ GRR • Identify risk signals and proactively intervene to retain customers • Develop scalable playbooks for onboarding, adoption, renewal, and expansion • Leverage AI and automation tools to scale customer engagement and insights • Continuously improve workflows to reduce manual effort while maintaining quality • Identify opportunities to introduce intelligent automation across the customer journey • Serve as the central point of coordination across Sales, Product, Marketing, and Support • Lead cross-functional initiatives to improve customer outcomes • Influence roadmap and go-to-market strategy based on customer insights • Build relationships with key customers where high-touch engagement is needed • Balance digital-first engagement with strategic human interaction

• Design, build, debug, and maintain software across the VoicePad platform • Support and improve legacy systems without disrupting critical customer workflows • Contribute to modernization efforts, including refactoring, service decomposition, UI improvements, and developer experience improvements • Build and troubleshoot APIs, web applications, background jobs, and Windows services • Work with both SQL Server and MySQL data models, queries, and operational troubleshooting • Diagnose issues across distributed systems, including logs, queues, scheduled jobs, and production service dependencies • Participate in code reviews, documentation, release preparation, and incident response when needed • Collaborate with product, QA, support, and other engineers to deliver reliable features and fixes

• Work in tandem with the Chief Growth Officer to drive revenue performance for the team (new business + expansion) • Strengthen and scale a consistent sales process from discovery through close • Partner with Marketing on inbound/outbound strategy and conversion performance • Monitor pipeline health, performance trends, and forecasting accuracy • Close deals directly • Lead by example through consistent activity, professional follow-up, and consultative execution • Step in to support complex deals, negotiations, and key customer conversations • Run pipeline reviews, call coaching, and deal strategy sessions • Develop scripts, talk tracks, objection handling, and sales playbooks • Recruit, hire, onboard, and ramp Sales Representatives and SDRs as needed • Create a culture of accountability, growth mindset, and customer-first selling • Ensure smooth handoffs to onboarding and customer support/success • Communicate market feedback and customer insights back to leadership • Represent Elm Street at industry events/trade shows as needed