Eptura

Title: Associate Technical Lead Location: GA-Atlanta Department Support Employment Type Full Time Location US Workplace type Fully remote Job Description: Associate Technical Lead Shape the Future of Work with Eptura At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job Description We are seeking a highly skilled Associate Technical Lead with expertise in technical troubleshooting, client support, and SaaS products. This client-facing role is critical in delivering exceptional technical solutions for our Archibus product, ensuring system reliability and operational continuity. If you have strong technical expertise, problem-solving abilities, and can effectively communicate with both technical and business stakeholders, we’d love to hear from you! As an Associate Technical Lead, you will be responsible for providing Tier 2 technical support, resolving complex issues, and collaborating across departments to deliver solutions efficiently. You will be hands-on with databases, cloud technologies, and web development, while also mentoring team members and optimizing live system performance. You will be supporting clients on the west coast and will need to be available to work 8am-5pm PST. Responsibilities - Technical Troubleshooting & Issue Resolution – Address complex technical challenges in Archibus to ensure client satisfaction. - Cross-Functional Collaboration – Work closely with teams across Technical Support, Cloud Operations, Development, and Professional Services to resolve issues effectively. - Client Engagement & Support – Partner directly with customer and partner teams to facilitate smooth issue resolution. - Product Support & Enhancements – Identify patterns in technical challenges and proactively optimize product performance. - Performance Optimization & Live Monitoring – Ensure system reliability with proactive tracking and fine-tuning. - Innovative Problem Solving – Apply creative thinking to develop effective solutions for technical challenges. - Clear Technical Communication – Convey complex technical concepts to both technical teams and business stakeholders. - Training & Documentation – Share knowledge internally, document best practices, and mentor team members. - Bug Identification & Submission – Identify, document, and escalate software bugs for advancement to the Engineering team. - Contribute to Engineering Hackathons – Bring fresh ideas and contribute to key initiatives. About You - 5+ years of experience supporting SaaS software – Expertise in troubleshooting and resolving technical issues. - Advanced product knowledge – Strong understanding of Archibus and SaaS platform functionalities. - Moderate experience with SQL Server, Azure, SSO, SAML, APIs – Ability to navigate complex technical environments. - Proficient in Web Development – Skilled in HTML, JavaScript, React.js, Java, XML, and CSS. - Cloud & Security Expertise – Experience with SAML, SCIM, AWS, Azure, Apache Tomcat. - DevOps & CI/CD Knowledge – Familiarity with GitLab, GitHub, Agile methodologies, and automated deployment practices. - Diagnostic & Analytical Skills – Strong troubleshooting abilities to resolve technical challenges efficiently. - Excellent Communication – Ability to articulate technical concepts clearly to both technical and non-technical audiences. - Standard working hours are 8:00 AM to 5:00 PM Pacific Time; availability during this window is required. Preferred Qualifications: - Cloud Operations Expertise – Background in Site Reliability Engineering or Cloud Operations. - Security Protocol Knowledge – Strong grasp of identity management and security protocols. - AutoCAD & Building Systems – Familiarity with AutoDesk AutoCAD and Revit for troubleshooting building and floor plan issues. - FedRAMP Compliance Experience – Supporting FedRAMP-compliant products. Benefits - Health, Dental, Vision & Pet Insurance - Dependent, Spousal and Domestic Partner coverage available - Up to $1000 Company HSA Contribution - Medical, Dependent Care and Limited FSA Accounts - Income Protection and Replacement - 100% Company Paid - Short Term Disability - Long Term Disability - Life Insurance - Employee Assistance Program - Flexible PTO - 401K with company match Eptura Information - Follow us on Twitter | LinkedIn | Facebook | YouTube - Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world. #LI-CK1 About Eptura Ready to make a difference? Explore opportunities with Eptura and join us on this incredible journey. Joining Eptura means becoming part of a forward-thinking, dynamic team that's on a mission to shape a better, more connected future. We're seeking passionate, driven individuals who want to make a real impact and be at the forefront of workplace innovation. At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience. We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.

• Develop partner strategies that exceed channel partnership goals and quotas. • Accurately forecast channel revenue by leveraging your CRM skills. • Use analytical skills to determine which verticals and markets work, and build on that experience. • Be a passionate partner champion, providing world-class relationship development and thought leadership. • Define tailored value propositions with partners and create detailed go-to-market plans that strengthen our market value and provide new revenue opportunities. • Present our company's value proposition and position in the value chain to strategic partners and targets. • Coordinate the enablement of sales, implementation, and support teams within strategic alliance partners on an ongoing basis. • Build strong relationships with key individuals at the appropriate partner levels. • Engage with large, global enterprise opportunities. • Provide product, marketing, and solutions engineering feedback from the market back into the company. • Develop individualized account plans with alliance partner sales and account teams. • Conduct regular cadence meetings to manage pipeline, forecast, sales, and other business development and solutions.

• Driven to achieve sales goals by positioning Eptura as the leader in workspace solutions. • Identify prospects, build a pipeline, and conduct effective consultative meetings with prospects to assess and understand their needs. • Identify areas for growth in existing territory relationships and drive new growth through meticulous planning. • Build relationships and sell to multiple levels of decision-makers. • Follow the MEDDPICC sales methodology to achieve sales success. • Communicate accurate pipeline and forecast effectively to senior leadership. • Maintain Salesforce accordingly. • Keep current with all Eptura product updates, pricing, and contract terms. • Partner with the Sales Development Team, Customer Success, and other appropriate stakeholders within Eptura.

• Technical Troubleshooting & Issue Resolution – Address complex technical challenges in Archibus to ensure client satisfaction. • Cross-Functional Collaboration – Work closely with teams across Technical Support, Cloud Operations, Development, and Professional Services to resolve issues effectively. • Client Engagement & Support – Partner directly with customer and partner teams to facilitate smooth issue resolution. • Product Support & Enhancements – Identify patterns in technical challenges and proactively optimize product performance. • Performance Optimization & Live Monitoring – Ensure system reliability with proactive tracking and fine-tuning. • Innovative Problem Solving – Apply creative thinking to develop effective solutions for technical challenges. • Clear Technical Communication – Convey complex technical concepts to both technical teams and business stakeholders. • Training & Documentation – Share knowledge internally, document best practices, and mentor team members. • Bug Identification & Submission – Identify, document, and escalate software bugs for advancement to the Engineering team. • Contribute to Engineering Hackathons – Bring fresh ideas and contribute to key initiatives.

• Strategic Revenue & Deal Leadership • Lead and scale a team dedicated to strategic enterprise customers, focused on long-cycle, outcome-driven sales motions. • Personally engage in the company’s most strategic and complex opportunities, helping shape deal strategy, advance executive alignment, and close high-value enterprise agreements. • Act as an executive sponsor for top-tier accounts, ensuring long-term value realization, retention, and expansion across Eptura’s portfolio. • Drive multi-year, multi-product growth through disciplined account planning and expansion strategies. • Sales Strategy & GTM Excellence • Develop and execute a comprehensive North America enterprise sales strategy, aligned to Eptura’s overall GTM priorities. • Continuously assess and optimize sales methodologies, infrastructure, and performance metrics to improve scalability and execution quality. • Partner cross-functionally with Product, Marketing, Finance, Legal, and RevOps to align roadmap, messaging, pricing, and deal structures. • Forecasting Accuracy & Revenue Predictability • Own forecast accuracy and pipeline health for the Strategic Enterprise segment. • Establish consistent expectations for deal inspection, MEDDPICC adherence, and opportunity rigor across the team. • Leverage tools such as Clari, Salesforce, and 6sense, combined with sound judgment and inspection cadence, to deliver reliable weekly, monthly, and quarterly forecasts. • Identify early risk signals, proactively address slippage, and drive accountability for forecast integrity at all levels. • Provide senior leadership with clear, honest, and data-backed visibility into revenue performance, risks, and upside. • Team Leadership & Talent Development • Lead, coach, and inspire a team of enterprise sales leaders and account executives to achieve and exceed revenue goals. • Deliver hands-on mentorship, including deal coaching, account strategy reviews, and executive-level selling guidance. • Scale the organization through thoughtful hiring, onboarding, succession planning, and leadership development. • Foster a culture of accountability, resilience, and continuous improvement. • Enterprise Account & Customer Leadership • Build and maintain trusted relationships with C-suite and senior decision-makers across strategic accounts. • Ensure teams are selling to business outcomes, not just products—connecting Eptura’s solutions to customer priorities and transformation goals. • Navigate complex stakeholder environments, including procurement, legal, security, and executive committees.

- **Revenue Operations Leadership:** Develop and execute global revenue operations strategies, ensuring scalability and alignment with organizational goals. - **Sales Enablement & Optimization:** Collaborate with Sales leadership to design and implement processes that maximize sales team efficiency and revenue performance. - **Commission Management:** Oversee all aspects of commission plans, including design, implementation, calculations, and accuracy, ensuring alignment with corporate objectives. - **Board Reporting:** Prepare and deliver high-quality revenue and sales operations reports for executive leadership and board meetings, providing actionable insights. - **Data-Driven Strategy:** Utilize analytics and reporting tools to inform revenue forecasting, pipeline management, and strategic decision-making. - **Cross-Functional Collaboration:** Partner with Finance, HR, Marketing, and Customer Success Revenue Operations to drive seamless processes and optimize operational alignment. - **Systems & Process Optimization:** Drive enhancements in CRM platforms, sales technologies, and workflows to ensure accuracy and efficiency across all revenue operations functions. - **Team Leadership:** Build and mentor a high-performing revenue operations team, fostering collaboration, innovation, and continuous improvement.

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks. • Meet and exceed net retention and gross churn targets for assigned accounts. • Help customers translate their business use cases into company solutions. • Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times. • Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account. • Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence. • Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value. • Understand cancellations and document reasons. • Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners. • Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions. • Assist the renewal and account management teams in all renewal activities as needed. • Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews. • Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey. • Provide feedback and support to the enablement team in their new initiatives, as necessary. • Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).

• Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business. • Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI. • Build strong stakeholder relationships: Develop long-term partnerships and navigate challenging conversations with confidence. • Drive post-sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health. • Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems. • Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers. • Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health. • Coordinate cross-functional support: Assemble internal teams to deliver recovery plans for distressed accounts. • Identify usage patterns: Spot trends to improve organizational adoption of company solutions. • Support renewals: Partner with renewal and account management teams as needed. • Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews. • Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives. • Support enablement initiatives: Provide feedback and assistance to the enablement team. • Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.

• Manage a portfolio of medium to large, complex SaaS implementation projects, ensuring alignment with scope, timelines, and customer objectives. • Maintain project governance, documentation, risk logs, RAID logs, and delivery milestones. • Serve as the primary project point of contact after contract execution, establishing trust and accountability with customer stakeholders. • Facilitate ongoing communication to ensure clarity on goals, tasks, and dependencies. • Develop comprehensive project plans, incorporating scope, resource assignments, timelines, and communication strategies. • Lead regular status meetings, track progress, and adjust plans proactively as business needs evolve. • Coordinate efforts across Professional Services, Product, Support, Sales, and Customer Success to ensure seamless delivery. • Escalate risks appropriately and ensure mitigation strategies are understood and executed. • Identify risks, manage project issues, and proactively resolve blockers to maintain project momentum. • Provide transparent communication around project health, including executive updates when needed. • Facilitate workshops, discovery sessions, and readiness assessments to ensure preparedness for go‑live. • Oversee user acceptance testing (UAT), data readiness, workflow validation, and platform configuration checkpoints. • Manage cutover and go‑live planning with precision, clarity, and focus on minimizing disruption. • Ensure deliverables meet quality standards, contractual expectations, and best practice frameworks. • Continuously evaluate process improvements and efficiencies across the delivery lifecycle. • Guide customers toward meaningful usage milestones that drive value realization and long‑term engagement. • Collaborate with Customer Success to ensure a seamless handoff post‑implementation.

• Partner with product managers, developers, and senior designers to translate concepts into clear, usable interfaces. • Create wireframes, user flows, prototypes, UI mockups, and other design artifacts to support product delivery. • Assist in user research, usability testing, and synthesis of findings to inform design decisions. • Contribute to the evolution and maintenance of the design system to ensure consistency across features and products. • Support accessible, inclusive design through adherence to usability and accessibility best practices. • Participate in agile ceremonies and design critiques, presenting your work and incorporating feedback. • Maintain organized project documentation in tools such as Figma, Confluence, and JIRA. • Stay current with AI-driven UX trends, emerging tools, and best practices—bringing fresh ideas to the team.