Esusu

• The Loan Operations Manager directly leads the people and systems that power Loan Operations. • They manage the day-to-day execution, quality, and continuous improvement of Esusu’s Loan Operations function across multiple loan products and operational workflows. • They are responsible for team performance, queue health, SLA adherence, quality standards, operational risk mitigation, and the evolution of workflows as Esusu’s products and customer needs continue to change. • This role sits within Loan Operations and is accountable for ensuring the team delivers accurate, timely, and scalable execution across origination support, underwriting operations, disbursements, servicing, disputes, reporting coordination, and cross-functional operational initiatives.

• Serve as the strategic Project Manager, translating GTM business requirements into technical user stories, managing the development sprint backlog, and ensuring on-time delivery of CRM and Operation enhancements. • Own and optimize the RevOps Case Board and development queue, running triage on incoming requests, prioritizing high-impact systemic fixes, and ensuring strict SLA compliance. • Scope and execute cross-functional operational projects, such as system audits, client offboarding architectures, and revenue validation workflows, safeguarding billing and collections integrity. • Design, maintain, and continuously improve project management frameworks and standard operating procedures (SOPs) to enhance operational scalability and system consistency. • Govern the opportunity lifecycle in Salesforce, proactively ensuring all deals are accurate, complete, and compliant with contract requirements prior to closure. • Manage and optimize the cross-functional request queue via email and Slack, resolving complex deal-desk issues and identifying trends to reduce future friction. • Facilitate cross-functional alignment between Marketing, Finance, Legal, Product, and Revenue Leaders to streamline and accelerate the deal activation process. • Own quality and data governance across tools, establishing automated checks and processes to maintain a clean, high-integrity pipeline. • Plan data routing and enrichment frameworks to ensure all leads, contacts, accounts, opportunities, and other records possess compliant, up-to-date data for proper routing and predictable deal progression. • Validate and maintain the centralized tracking engine for prospect and client eligibility, providing Revenue, Finance, and cross-functional partners with a single source of truth. • Serve as the System Owner for Revenue Tools managing platform configuration, user governance, and data flows to maximize outbound sales efficiency. • Strategize, build, and deploy outbound communication sequences and outreach plays within Apollo.io to support partnership and revenue goals. • Drive revenue tool utilization and ROI across the GTM team; collaborate with Marketing, Product, and Enablement to distribute critical enablement assets (e.g., battlecards) and proactively deliver tool training based on usage trends. • Own the execution and delivery of standardized external partner reports, ensuring total data accuracy and on-time distribution. • Partner directly with Leadership and the Office of the CEO to extract data, build lists, and prepare presentation metrics for high-stakes quarterly partner reviews. • Manage the operational execution of invoicing and payment tracking for services delivered to partners.

• Salesforce to NetSuite Billing: Review closed-won opportunities in Salesforce, trigger automated billing runs in NetSuite, and ensure accurate contract configurations. • Automated Billing & Dunning: Configure, monitor, and optimize automated subscription or recurring billing schedules and automated email dunning workflows for overdue accounts. • Invoice Delivery Verification: Proactively track, identify, and resolve failed electronic invoice deliveries, ensuring successful submission into client e-procurement portals (e.g., Coupa, Ariba). • Proactive Collections: Manage the AR aging report, systematically follow up on automated dunning escalations via phone and email, and minimize Days Sales Outstanding (DSO). • Communication with Customers: Respond to customer inquiries related to account statement requests, invoicing concerns, and outstanding invoices. • Controller Collaboration: Work closely with the Corporate Controller to review bad debt reserves, support month-end close reconciliations, and escalate complex payment disputes. • Cash Application: Match and apply daily incoming ACH, check, wire, and credit card payments within NetSuite against open customer accounts.

• Customer Onboarding: Lead onboarding calls for new SMB customers, gather and validate required documentation and data, coordinate internal implementation tickets, and ensure customers are successfully launched on the platform. • Customer Engagement: Serve as the primary point of contact for SMB customers throughout their lifecycle, addressing questions, providing guidance, and ensuring a positive customer experience. • Training & Enablement: Host customer training sessions as needed to drive product adoption, user engagement, and customer success. • Renewal & Growth: Help drive customer renewals and expansion opportunities. • Reporting & Analysis: Deliver regular impact reports and dashboards to customers, highlighting program performance, value, and return on investment. • Lifecycle Coordination: Manage ongoing customer requests and account activities post-onboarding, ensuring processes are executed accurately and in accordance with company standards. • Account Health Management: Monitor customer accounts for adoption trends, satisfaction, and retention risks, proactively developing strategies to improve customer outcomes. • Process Optimization: Continuously evaluate and improve customer lifecycle processes to drive operational efficiency and enhance the overall customer experience.

• Salesforce to NetSuite Billing: Review closed-won opportunities in Salesforce, trigger automated billing runs in NetSuite, and ensure accurate contract configurations. • Automated Billing & Dunning: Configure, monitor, and optimize automated subscription or recurring billing schedules and automated email dunning workflows for overdue accounts. • Invoice Delivery Verification: Proactively track, identify, and resolve failed electronic invoice deliveries, ensuring successful submission into client e-procurement portals (e.g., Coupa, Ariba). • Proactive Collections: Manage the AR aging report, systematically follow up on automated dunning escalations via phone and email, and minimize Days Sales Outstanding (DSO). • Communication with Customers: Respond to customer inquiries related to account statement requests, invoicing concerns, and outstanding invoices. • Controller Collaboration: Work closely with the Corporate Controller to review bad debt reserves, support month-end close reconciliations, and escalate complex payment disputes. • Cash Application: Match and apply daily incoming ACH, check, wire, and credit card payments within NetSuite against open customer accounts.

• Handle customer inquiries across all assigned channels (email, chat, messaging, voice) with accuracy, empathy, and efficiency. • Use next‑issue avoidance techniques in every interaction: • Ask clarifying questions to fully understand context. • Anticipate common follow‑up issues and proactively educate customers (timelines, what happens next, dependencies). • Direct customers to self‑service tools and help content to reduce repeat contacts. • Document all interactions clearly in Zendesk (or other tools), including tags, dispositions, and internal notes. • Develop and maintain working knowledge of multiple Esusu products and services (e.g., rent reporting, loan products, D2C/mobile app), and use that knowledge to support customers. • When appropriate and consistent with policy, introduce relevant features, plans, or services (light cross / up‑sell) that genuinely help the customer achieve their goals. • Participate in value‑add outbound calling or messaging (education campaigns, activation, adoption) when scheduled, following scripts and SOPs while tailoring to customer needs. • Complete all onboarding, product, process, and refresher training on time. • Participate actively in shadowing, simulations, and workshops, asking questions and sharing frontline insights. • Provide feedback to the Senior Customer Service Specialists and Customer Service Leads on which training content and formats are most helpful or confusing, especially as products change. • Meet or exceed targets for First Response Time, handle time, adherence, CSAT, and QA. • Act on QA and coaching feedback to continuously improve. • Surface recurring customer pain points, bugs, or content gaps using the agreed tags/workflows so they can be addressed by Seniors, Leads, and cross‑functional partners. • Support cross‑training efforts, including rotating to new products or channels as business needs evolve.

• Prioritize, prospect, engage and close senior-level executives (Heads of ESG, Heads of Asset Management, Heads of Property Management, C-Suite, etc.) at multi-family and single-family owner/operator clients • Demonstrate how Esusu can drive ROI to their business and impact at Property Manager and resident levels • Travel on-site to 4+ multifamily real estate events per year to engage potential clients • Manage and update sales pipeline daily (via Salesforce) to provide visibility on upcoming deals to leadership team • Work cross-functionally with Account Management, Customer Experience, Marketing, Product, Engineering, Operations, etc. to ensure Esusu GTM strategy is set up for ongoing success • Test new products/programs with select prospective customers to drive additional value to their real estate portfolios

• Partner with Account Executives and Account Managers to build growth strategies for your book of business, working collaboratively to secure successful renewals and expansions. • Work with collaborative teams to ensure speed and efficiency in onboarding and adoption of Esusu services to your clients. • Develop customized success plans and partner with our internal client management team to accelerate adoption and provide clients with a path to achieve their goals. • Develop relationships with property managers to understand their business needs and how Esusu provides value in driving key outcomes. • Leverage Esusu product expertise along with client use case knowledge to proactively identify growth opportunities and establish a client feedback loop. • Monitor account health through business reviews and account planning. • Provide ongoing education on Esusu’s suite of services and Financial Literacy topics to property managers and residents. • Actively contribute to team and cross-functional continuous improvement initiatives. • This is a remote role with up to 25% travel for strategic client site visits and team alignment.

• Partner with Account Executives and Account Managers to build growth strategies for your book of business, working collaboratively to secure successful renewals and expansions. • Work with collaborative teams to ensure speed and efficiency in onboarding and adoption of Esusu services to your clients. • Develop customized success plans and partner with our internal client management team to accelerate adoption and provide clients with a path to achieve their goals. • Develop relationships with property managers to understand their business needs and how Esusu provides value in driving key outcomes. • Leverage Esusu product expertise along with client use case knowledge to proactively identify growth opportunities and establish a client feedback loop. • Monitor account health through business reviews and account planning. • Provide ongoing education on Esusu’s suite of services and Financial Literacy topics to property managers and residents. • Actively contribute to team and cross-functional continuous improvement initiatives.

• Lead the technical execution and successful delivery of large, complex projects, providing architectural guidance and coordinating efforts among team members and relevant stakeholders. • Be accountable for the long-term architecture, health, and quality of the team’s codebase and systems. • Champion the adoption and execution of an AI-driven SDLC, specifically utilizing agent-based building techniques, and demonstrating a high degree of flexibility and willingness to learn. • Lead engineering designs, soliciting feedback and building consensus across the team, while presenting and implementing best practices and patterns. • Take full-cycle ownership of projects, including coordination, planning, risk management, security and compliance reviews, design, development, testing, rollout, and maintenance; resulting in an improvement of customer, product, and/or business outcomes. • Make high-quality, impactful technical contributions across the full stack, encompassing light infrastructure work and a full-stack Ruby on Rails monolith. • Drive collaboration with teammates, partners, and stakeholders to advance team and organizational goals. • Mentor L5 engineers, lifting the skills and expertise of those around you, and cultivating learning and growth within the team.