Engageware

• Responsible for a portfolio of ~40/50 Customer accounts for the health, adoption, renewal and ongoing management of Engageware solutions • Maintain consistent Customer engagement and communication • Experience leading on-site strategic business reviews and executive presentations • Conduct Quarterly Business Reviews with customer Executive leadership, maintain accurate record of discussions and action items. • Effectively manage project schedules and expectation setting, prioritize project tasks, and delegate task execution • Monitor and gauge the Customers’ level of engagement with the products and services and provide feedback to cross-functional groups • Collaborate and work closely with the Renewal Manager to renew customer contracts and expansion opportunities • Collaborate with Sales team on account strategy and help identify opportunities to drive adoption, expansion and cross sell • Provide data-driven insights to help maximize adoption and value of the solutions and develop and implement client-specific workflow procedures related to content analyses & business problem-solving • Primary point of contact for the Customer and an escalation point for system questions, critical tasks/dates, software releases, feature / function related questions, etc. • Coordinate with Customer Operations team (Support, Operations, Product, Development, Tech Services) to ensure the ongoing service and support for the Customer portfolio • Represent the voice of the Customer to help influence Product, Marketing, and Sales priorities • Update and manage key metrics in the following areas for each Customer in an account portfolio: Customer/Product health (RAG status) and overall account status • Track customer metrics to ensure upward trends; create mitigation plans when metrics descend

• Design, develop, and maintain automated tests for frontend and backend applications. • Write and maintain test scenarios using Gherkin under BDD methodology. • Implement and maintain automation frameworks using Python, Behave, and Selenium. • Execute functional, regression, and integration tests. • Validate end-to-end flows at both the user interface (frontend) and services/API (backend) levels. • Design and execute API tests using tools such as Postman. • Identify, document, and track bugs using Jira. • Collaborate with development and product teams to define acceptance criteria and testing strategies. • Contribute to the continuous improvement of testing processes, tools, and coverage. • Integrate automated tests into development pipelines where applicable.

• Innovation through Customer Insight • Engage directly with customers to uncover unmet needs and validate new ideas. • Translate pain points into opportunities where automation, prediction, or personalization can drive breakthrough value. • Salesforce + Ecosystem Integration • Lead product thinking around integrations with Salesforce and other core systems to ensure scheduling data is contextual, actionable, and seamlessly integrated into customer workflows. • Execution & Delivery • Translate strategic goals and company vision into requirements, epics, and user stories that impact the growth and retention of the customer base. • Work closely with engineering, UX, product marketing and sales enablement to build and release new features that are easy to use and add value to our customers. • Ensure roadmap priorities are aligned with our key ICPs and target the most important product gaps based on competitive and market landscape. • Metrics-Driven Iteration • Define and track KPIs that reflect product success across the full lifecycle. • Analyze adoption, retention, and usage patterns to refine experiences post-launch and inform prioritization decisions. • Go-to-Market Readiness • Lead cross-functional Go To Market activities for new launches and upgrades. • Collaborate with product marketing, sales, and customer success to position intelligent scheduling as a differentiator. • Create enablement materials and ensure internal teams and enterprise clients can adopt and trust your product. • AI-Driven Product Strategy • Own the vision and roadmap for appointment scheduling, with a strong emphasis on embedding intelligent capabilities. • Partner with AI/ML and engineering teams to identify use cases such as smart routing, predictive availability, and conversational scheduling. • Evaluate build-vs-buy decisions and ensure technical feasibility. • Product Lifecycle Ownership • Own the end-to-end product lifecycle from ideation through development, launch, post-launch optimization, and end-of-life. • Ensure each phase has clear success criteria and customer feedback loops. • Drive continuous improvement through retrospectives and lessons learned. • Cross-Border Enterprise Collaboration • Work effectively across time zones with US-based engineering, sales, customer success, and executive teams. • Serve as the product voice in customer-facing meetings and executive reviews. • Mentor junior product team members and help build PM best practices across the organization.

• Build and maintain client relationships • Turn commercial leads into closed deals • Keep adequate use of CRM tools and commercial processes • Understand and keep up to date with industry and competitive landscape knowledge • Prospecting new clients • Collaborate with the strategic plan • Pipeline generation in target accounts

• Proactively monitor systems and devices for issues before they impact employees. • Act as the first point of contact for IT support requests via ticketing system or chat. • Troubleshoot and resolve Tier 1 and Tier 2 issues for macOS and Windows devices. • Perform account setup, password resets, MFA troubleshooting, and license assignment in Microsoft 365. • Assist with onboarding and offboarding processes, including account creation, device setup, and permissions. • Use Intune and Addigy to enroll devices, verify compliance, and initiate wipes when necessary. • Maintain the device inventory and ensure equipment is properly labeled and tracked. • Coordinate with employees to ensure devices meet compliance standards (encryption, OS updates, antivirus). • Document common support issues and suggest improvements to make everyday IT processes more efficient. • Collaborate with senior IT staff to resolve complex or escalated issues. • Contribute to IT projects and process improvements as part of ongoing team initiatives.

• Be the voice of the market for our product suite. • Help communicate and shape product strategy while influencing the product roadmap. • Develop compelling positioning and messaging frameworks tailored to customer segments. • Monitor and optimize GTM programs to drive new logo acquisition. • Create content for different stages of the buyer’s journey. • Collaborate with marketing and design teams to develop campaign assets. • Conduct qualitative and quantitative research to inform GTM strategy.

• Define and own the content strategy for Engageware and Aivo • Develop a unified editorial voice for both brands • Create high-impact content targeting executive-level decision-makers • Partner with product marketing to translate complex platform capabilities • Build and maintain an editorial calendar • Collaborate with cross-functional teams to support pipeline growth • Elevate executive visibility through thought leadership materials • Leverage performance insights to refine messaging and strategy • Own performance reporting for content initiatives

• Respond to customer inquiries about technical problems through internet-based ticketing systems, telephone calls, and email, ensuring timely and professional resolution • Troubleshoot and resolve software issues including login/password problems, application navigation, API and integration failures, and platform configuration errors using debugging tools, simulations, and scripts • Document all customer calls, needs, problems, interventions, and interactions in the CRM — keeping clients informed as changes occur and maintaining meticulous records throughout the lifecycle of each issue • Manage support queues via tools such as Zendesk or JIRA, escalating complex bugs and technical defects to Engineering with clear reproduction steps and impact summaries • Guide and assist customers with system configurations, installations, and technical training including supporting documentation • Proactively engage at-risk customers to prevent churn and conduct product training sessions to deepen product utilization • Identify recurring customer pain points and provide structured feedback to Product teams to influence future software updates • Collaborate with Customer Success Managers, Operations, and Engineering to ensure ongoing service quality across the customer portfolio • Participate in after-hours support rotation for critical customer issues • Contribute to the development of a customer-facing knowledge base, FAQs, and technical documentation to reduce recurring support volume