FourKites, Inc.

• Track and analyze feature adoption, engagement, and retention KPIs for OTR and core visibility products • Identify friction points and adoption gaps through usage data, customer interviews, and feedback loops with Customer Success and Sales • Build and prioritize a backlog of targeted product enhancements that drive measurable improvement in customer stickiness • Support roadmap planning alongside senior PMs, contributing well-reasoned prioritization recommendations • Work hands-on with product analytics platforms (Pendo, Mixpanel) and write SQL queries to independently explore feature usage and customer behavior • Build and maintain dashboards and reports that track adoption trends across customer segments • Translate quantitative findings into clear product hypotheses and actionable backlog items • Partner with Data Science and Engineering on instrumentation improvements and event tracking • Participate in customer onboarding calls, QBRs, support escalations, and discovery sessions to develop a ground-level understanding of shipper workflows • Work with Customer Success Managers to surface systemic product gaps and recurring pain points • Champion the voice of the customer in internal planning and sprint reviews • Collaborate with Engineering and Design through scoping, development, and post-launch monitoring • Support Product Marketing with onboarding materials, release notes, and adoption playbooks • Contribute to presales conversations and market requirement gathering alongside Solutions teams

• Develop, test and maintain Java backend applications • Write clean, efficient, and well-documented code • Design and implement data models and database schemas • Collaborate with the frontend team to integrate the backend with the user interface • Perform code reviews and ensure code quality standards are met • Troubleshoot and debug applications • Work with the DevOps team to deploy and manage applications in production • Continuously learn and stay up-to-date with new technologies and industry trends

• Exceed assigned quota on a quarterly and annual basis • Increase ARR for existing accounts while securing profitable revenue for new customers • Develop trusted partnership relationships across various divisions and at various levels across assigned accounts • Coordinate account strategies for assigned prospects/customers including action plans outlining how Account Executive, supported by broader team, will achieve their commercial objectives • Facilitate stakeholder mapping plans for all key accounts outlining key Supply Chain targets across the enterprise along with strategies for establishing relationships • Engage with Value Delivery team to understand customer’s SOP’s, map FourKites solutions to them and codify the value that our solutions can deliver • Work with Regional Sales VP, Services, Product personnel etc. to coordinate pricing strategies that will drive profitable growth for assigned accounts • Closely work with assigned CSM (Customer Support Representative) team to ensure alignment and ongoing collaboration regarding strategic account objectives • Leverage SDR personnel (inside sales) to complement outreach efforts with assigned customer targets. • Clearly communicate “go to market” strategic efforts for assigned accounts and ensure that all supporting stakeholders across the enterprise are aligned with the AE’s plans for subject account • Leverage FourKites’ internal AI tools to maximize productivity and improve customer facing activities. • Update Salesforce on a regular basis (no less than weekly) to ensure all qualified deals and target accounts are regularly updated with appropriate deal specifics (action plans, close dates, revenue etc.) and account plans and strategies

• Author detailed user stories, acceptance criteria, and feature specifications for capabilities such as safety stock threshold configuration, order-at-risk dashboards, and AI-assisted stock transfer recommendations. • Translate ambiguous customer requirements into structured, engineering-ready backlog items with clear scope boundaries. • Own sprint-level backlog grooming in collaboration with the engineering manager, ensuring tickets are well-defined and prioritized before each cycle. • Conduct structured discovery sessions independently with supply chain planners, procurement leads, and operations teams. • Synthesize raw customer feedback, field notes, and survey data into prioritized problem statements and product hypotheses. • Maintain a continuous feedback loop with pilot customers during early rollouts, identifying adoption gaps and surfacing them as actionable product improvements. • Own integration requirement specifications — defining how data from ERP systems (SAP, Oracle), warehouse management systems, and demand planning tools flows into FourKites via flat-file SFTP, API, and EDI. • Work with Solutions Engineering to validate integration feasibility, data freshness requirements, and schema mapping during pre-sales and onboarding. • Identify and escalate data quality risks that could compromise dashboard accuracy during early customer deployments. • Partner closely with engineering, design, and Solutions Engineering throughout the feature lifecycle — from discovery through general availability. • Coordinate with Customer Success during pilot rollouts to ensure smooth adoption and capture post-launch learnings. • Support pre-sales activities by providing product clarity on capabilities, integration requirements, and roadmap direction.

• Own overall relationship with assigned customers, which include: increasing adoption, driving usage, ensuring retention and satisfaction • Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our products and services • Develop, prepare, and nurture customers for advocacy • Work with customers to establish critical goals, or other key performance indicators and aid the customer in achieving their goals • Facilitate a quarterly Executive Business Review to review goals, progress and opportunities • Understand white-space and work to identify and/or develop upsell opportunities • Advocate customer needs/issues cross-departmentally • Manage account escalations • Advocate internally for customer needs and connect on priorities

• Build and deploy integration solutions — EDI (214, 315), callbacks, custom payload mapping, and API integrations — with production-grade quality and full test coverage • Deploy agentic AI workflows that orchestrate supply chain operations live with customers present — configuring and deploying in the call, not gathering requirements to build later • Write and extend LangGraph-based workflow extensions and wrapped action customizations in Agent Studio • Use Claude, OpenAI, and other LLMs across the entire workflow — requirements documentation, integration design, code generation, testing and deployment; LLMs are not a convenience tool, they are how this team works • Participate in customer discovery and technical clarification calls — answering complex technical and product questions with concrete, innovative solutions in real time • Write thorough root cause analyses for integration failures and own the fix through to resolution • Perform code reviews on integration and AI workflow work and maintain the team's quality standards before any customer deployment • Contribute to the team's reusable integration package and AI workflow template library as you build • Mentor incoming FDEs — pair on hard problems, accelerate their ramp-up, and share institutional knowledge • Collaborate with Implementation Managers, Customer Success Managers, Solutions Consultants, Product Managers, and Engineering to deliver seamless customer outcomes

• Design and implement production-scale AI agent systems and orchestration frameworks (LangGraph, LangChain, similar architectures) • Lead architecture for multi-agent systems handling complex business workflows • Optimize deployment strategies using both LLMs and SLMs based on use case requirements • Build natural language-configurable business process automation frameworks • Implement multi-modal AI systems for document understanding (tables, charts, layouts) • Deploy and optimize LLMs/SLMs in production with fine-tuning techniques (LoRA, QLoRA, DPO) • Implement quantization strategies (INT8, INT4) and model distillation for edge deployment • Build evaluation frameworks including LLM-as-judge systems and regression testing • Design streaming architectures for real-time LLM responses (SSE, WebSockets) • Create semantic caching and embedding-based retrieval systems • Develop GraphRAG and long-context handling strategies (100k+ tokens) • Design scalable microservices with comprehensive observability (LangSmith, Arize, custom telemetry) • Build secure multi-tenant systems with prompt injection prevention and output validation • Implement cost optimization through intelligent model routing and fallback strategies • Develop document processing pipelines with OCR and layout understanding • Create event-driven architectures for real-time shipment tracking and exception handling • Build data pipelines for training data curation, synthetic generation, and PII masking • Implement RLHF/RLAIF feedback loops for continuous improvement • Design experiment tracking and model registry systems (MLflow, DVC) • Optimize inference costs through batch processing and spot instance utilization • Establish model governance, audit trails, and compliance frameworks

• Own the adoption metrics for the Visibility Group's product portfolio — define, track, and analyze feature usage, engagement, and retention KPIs. • Identify adoption gaps and friction points through direct customer engagement, usage data analysis, and feedback loops with Customer Success and Sales teams. • Develop and execute a product adoption roadmap with prioritized enhancements that drive measurable improvement in customer engagement and stickiness. • Work hands-on with product usage data and analytics platforms to generate actionable insights on customer behavior and feature utilization. • Build and maintain dashboards and reports to monitor adoption trends across customer segments, geographies, and product areas. • Partner with Data Science and Engineering teams to improve data instrumentation, event tracking, and reporting capabilities. • Translate quantitative data findings into clear product hypotheses and prioritized backlog items. • Actively engage with customers across various touchpoints — onboarding calls, QBRs, support escalations, and product feedback sessions — to develop a deep understanding of their workflows and unmet needs. • Collaborate with Customer Success Managers to build structured feedback channels that surface systemic product gaps. • Champion the voice of the customer in internal product planning discussions and roadmap prioritization. • Translate customer insights and usage data into detailed product requirements, user stories, and acceptance criteria for engineering teams. • Partner closely with engineering and design through the full development lifecycle — from discovery and scoping through delivery and post-launch monitoring. • Manage and prioritize the CX product backlog, balancing short-term adoption levers with longer-term platform enhancements. • Work with Product Marketing and Enablement teams to develop onboarding materials, feature announcements, and adoption playbooks. • Collaborate with Presales and Solutions teams during deal cycles to gather market requirements and inform the product roadmap.

• Own complex integration and AI agent implementations end-to-end — from technical discovery through go-live and post-launch enhancement — as the primary technical contact for 2–4 enterprise accounts • Design integration architectures with explicit attention to error handling, retry logic, observability, failure recovery, and multi-system authentication • Design and deploy agentic AI workflows that orchestrate supply chain operations — from requirements through production, including regression testing and validation before each customer deployment • Deploy AI agent workflows live with customers present — configuring and troubleshooting in the room during customer calls, not gathering requirements to build later • Run customer discovery sessions independently — hear a business problem and propose a technically credible, innovative solution on the spot without IM or management support • Use Claude, OpenAI, and other LLMs across the entire workflow — capturing requirements, designing integrations, generating integration specs, writing code, testing and deployment; the expectation is LLM-assisted work at every stage, not just at the keyboard • Represent FourKites from a technical lens during presales engagements — articulate integration architecture, agentic workflow capabilities, and platform extensibility to prospective enterprise customers alongside the Solutions and Sales teams • Join scoping and strategic customer calls alongside the SCA team to tackle the highest-complexity technical and product questions — come in with a point of view, not just answers • Perform code reviews on integration and AI workflow work from FDEs and enforce quality standards before deployment • Mentor FDEs — pair on hard problems, review their work consistently, and take accountability for their growth • Identify reusable integration patterns and AI workflow templates and formalize them for the team library • Scope and estimate level of effort for projects accurately and hold yourself accountable to those estimates • Collaborate with Implementation Managers, Customer Success Managers, Solutions Consultants, Product Managers, and Engineering to deliver seamless customer outcomes

• Partner with Product Management to develop and maintain roadmaps across shipment lifecycle domains (tracking, ETA, dispatch, carrier management) • Drive your pods to deliver roadmap features with agility and high quality — from concept to production at scale • Own Customer Portal 2.0 and similar customer-facing platform initiatives • Represent your teams and product lines in cross-functional discussions with Product, QA, SRE, Data Engineering, and Customer Success teams • Own and drive the reliability, performance, and scalability of 75+ OTR worker/services across 4 programming languages (Ruby, Java, Node.js, Python) • Maintain zero P0/P1 incident streak through proactive monitoring (Chronosphere, PagerDuty), RCA-driven improvements, and structured on-call rotations • Drive zero-bug-backlog culture with PMO-driven process excellence and AI-powered acceleration • Lead architecture modernization efforts including Ruby-to-Java/Spring Boot migrations (Shipments Platform) • Own Redis, Kafka, PostgreSQL, and ClickHouse health for OTR services; drive capacity planning and cost optimization • Champion AI-driven development lifecycle (AI-DLC) adoption across all pods — including Claude Code, MCP integrations, and agentic AI tooling • Own and scale Dispatch MCP — MCP endpoints co-located in OTR microservices enabling AI agents (Tracy, Sam, Foresight, Cassie) to interact with shipment data • Drive developer productivity through CI/CD pipeline optimization, DORA metrics tracking, code quality automation, and PR analytics • Build and maintain RCA bots using structured decision trees integrated with Cassie for L1 support automation • Establish and evangelize engineering best practices: code reviews, test coverage, release sign-off processes, and documentation standards • Hire, nurture, and mentor top engineering talent across multiple pods • Conduct structured performance appraisals, promotion nominations, and career development conversations • Manage performance improvement plans with empathy and accountability • Scale the org from current state to 9 pods by Q4 FY27 as per the staffing plan