Genea

• Own daily L2 queue triage: prioritize tickets by urgency, SLA exposure, and install-linkage; ensure no ticket ages without owner visibility. • Serve as acting lead in the Support Manager’s absence — make real-time judgment calls on escalation routing, coverage gaps, and customer communication without requiring manager availability. • Enforce channel hygiene across Teams support and onboarding channels; ensure proper routing protocols are followed by all L2 team members and flag drift quickly. • Own SLA compliance visibility for the team; surface aging tickets and at-risk cases to the Support Manager proactively. • Own the L2 on-call and after-hours coverage schedule in coordination with the Support Manager; ensure coverage assignments are confirmed before each cutover window, high-risk installation, or enterprise go-live. • Serve as the first call when issues arise during after-hours or weekend coverage windows; resolve or escalate as appropriate before involving the Support Manager. • Maintain the install-linked coverage tracking model; confirm that technician assignments are logged and FLSA-compliant before each coverage period. • Serve as the primary technical onboarder for new L2 hires: design and deliver structured shadowing, conduct skill gap assessments, and provide readiness sign-off before new team members handle cases independently. • Coach L2 team members on escalation urgency standards and technical decision-making; distinguish true L3-required issues from those resolvable within the L2 tier. • Run recurring team knowledge sessions — translate resolved L3 tickets, recurring incident patterns, and product updates into practical L2 training and Intercom knowledge base entries. • Provide informal performance input to the Support Manager on team members’ technical progress, emerging skill gaps, and coaching opportunities; participate in L2 candidate interviews when requested. • Lead technical support for large-scale and enterprise implementations, including multi-site deployments, controller migrations (e.g., EP to MP controller upgrades), and phased cutovers. • Monitor and manage the support and onboarding Teams channels; enforce proper routing protocols and ensure channel hygiene across the team. • Use advanced troubleshooting skills to isolate and resolve equipment and software malfunctions; escalate to L3 only when resolution requires backend platform access or engineering involvement. • Complete accurate and detailed service reports for both customers and Genea in a timely manner to support invoicing and job tracking within the ticketing system (Zendesk).

• Own the end-to-end post-sale delivery organization for Genea’s physical security and access control business, including Security Support (L1 and L2) and Security Implementations, with planned expansion into Renewals management and a net-new Customer Success function. • Own a delivery P&L and an associated growth target; build and manage a services portfolio that balances margin-positive offerings with strategic loss-leaders that drive adoption, retention, and expansion. • Lead and mature both onshore and offshore delivery, building the staffing models, partner relationships, and follow-the-sun coverage needed to scale quality and capacity cost-effectively. • Manage implementation delivery through Genea’s partner / integration channel, holding partners accountable to scope, timeline, quality, and customer-experience standards across engagements ranging from short multi-week installs up to complex multi-month programs. • Transform and mature the post-sale organization — redesigning the operating model, roles, hand-offs, and value chain to move from reactive support toward proactive, outcome-driven delivery and customer success. • Stand up the Renewals function and, subsequently, the Customer Success function: define the charter, segmentation, health-scoring, playbooks, and the renewal and expansion motion in partnership with Sales and Operations. • Operationalize delivery, reporting, and process with AI — instrumenting the organization with dashboards, forecasting, and AI-enabled workflows that improve throughput, margin visibility, and customer outcomes. • Define and own the KPIs for the function (utilization, margin, time-to-value, CSAT, gross and net retention, on-time delivery) and report performance and risk to the executive team. • Coach and develop frontline and emerging managers, strengthening the leadership bench and elevating the team’s capability within the Director’s span of control. • Lead cross-functionally and through influence — partnering with Sales, Product, Engineering, and broader Operations to enhance the value chain inside and outside the direct reporting line. • Serve as a senior point of escalation for strategic accounts and complex delivery situations, representing the post-sale organization in executive and customer-facing forums. • Performs other related duties as assigned by management.

• Provide telephone, chat and email support to customers and tenants for troubleshooting requests & incidents • Use Zendesk to log all requests & incidents including detailed information for every incident & utilize the CRM to track physical assets • Assist with the configuration and setup of equipment in support of Genea deployments • Escalate incidents to appropriate level • Perform other related duties as assigned by management

• Own the end-to-end renewals book of business for Gneea’s Security product—driving on-time renewals, eliminating the existing renewal backlog, and hitting gross and net revenue retention (GRR/NRR) targets. • Mature the Security renewals function—design, document, and continuously improve the renewals process, policies, playbooks, and best practices; proactively identify issues and gaps and propose and implement solutions. • Shift the renewal motion earlier—move engagement from roughly 30 days before expiration to a 90-day-out cadence (and 180 days out for larger and strategic accounts), anchored on proactive value confirmation rather than last-minute paperwork. • Negotiate and close the commercial terms of renewals—including SKU/edition changes, additions to terms and conditions, contractual price increases and uplift capture, multi-year commitments, and the removal of first-year and introductory discounts—balancing retention with margin and lifetime value. • Build a light expansion motion over time—within approximately 18 months, layer a customer-success-style upsell and cross-sell motion into the renewal conversation, using value confirmation as the bridge to identifying and capturing expansion opportunities. • Partner cross-functionally with Finance (pricing, billing, forecasting, and deal desk), Sales (account ownership and clean handoffs), and Customer Success (account health, adoption, and value realization) to align on renewal strategy and at-risk accounts. • Direct and leverage offshore renewals support—providing functional guidance to offshore resources for quoting, data hygiene, scheduling, and administrative work to gain operational scale and cost leverage. • Manage renewals that transact through integration and channel partners—coordinating co-terming, partner quoting, and partner-influenced commercials to protect retention across indirect relationships. • Apply AI and automation to the renewals workflow—using, configuring, and where possible building AI tools and agents to streamline quoting, customer outreach, risk scoring, forecasting, and data hygiene. • Own renewals forecasting and reporting—maintaining an accurate forward forecast and pipeline and reporting on GRR/NRR, on-time renewal rate, churn and contraction drivers, and at-risk accounts. • Identify and reduce churn risk early—flagging at-risk renewals, coordinating save plays with Customer Success and Sales, and feeding root-cause insights back into the business. • Maintain CRM and quoting-system hygiene—keeping renewal dates, entitlements, pricing, and account data accurate and audit-ready in Salesforce and connected CPQ/quoting tools. • Performs other related duties as assigned by management.

• Design, implement and maintain features on our web platforms. • Contribute to our design system by building reusable components. • Work closely with our product designers to make the best decisions. • Optimize the platform to achieve maximum performance in different locations. • Constantly improve the platform’s performance, development experience, and processes • Think like an architect, you are always aware of what needs to be improved and what is next for our web platforms • Optimize components to work seamlessly across different browsers and devices.

• Utilize and leverage data to construct, forecast, and manage sales activities to meet revenue targets and company goals • Identify, implement, and manage measurable strategies to increase revenue, gain new customers • Coordinate with partners to create and execute business plans that meet sales objectives • Train partners on Genea software product portfolio and services • Evaluate sales performance and implement strategies to grow revenue • Manage a travel schedule comprised of weekly trips into territory - meeting with technology partners, VARs, and new and existing customers • Track opportunities and leads in accordance with established company processes • Work with partners to develop sale proposals, quotations, and pricing strategies to win business • Address partner related issues, sales conflicts, and pricing issues in a timely manner • Stay current with latest developments in marketplace and competitor activities • Deliver customer presentations and attend sales meetings and partner conferences • Assist in partner marketing activities such as tradeshows, campaigns, and other promotional activities • Learn and develop skills in delivering expert quality end user demos of the Genea access control and visitor management solutions • Work with Operations and Customer Experience teams to ensure successful on-boarding for new clients where new clients find that the product, they were sold meets or exceeds their expectations • Identify, recruit and on-board new channel partners within assigned territory • Performs other related duties as assigned by management

Job Title: Invoicing Specialist I Reports To: Billing Manager, Senior Department: Operations - Submeter Billing Location: US - Remote Job Overview: The Invoicing Specialist I is responsible for assisting the Submeter Billing department by helping to ensure high level customer support through ensuring accuracy, completeness, timely entry, and validation of data in various business systems. Duties and Responsibilities: - Compute and perform quality control on invoices - Learn and apply business rules for identifying and resolving data quality issues - Communicate and coordinate with other teams and departments within the company - Accurately input and analyze customer, financial and technical data into computer systems in a timely manner - Transform data into required formats (Excel and company software) - Provide professional and courteous support and service for all staff, clients, potential clients, subcontractors, and other various parties via email and phone - Track stage of assignments in Monday.com - Communicate with other staff members regarding availability to perform additional tasks - Provide training assistance to entry-level team members - Assist with the coordination and prioritization of assignments for Invoice Support Specialist / entry-level Invoice Specialists - Participate in company / team meetings and frequently lead team meetings - Assist senior staff with projects and tasks - Assist with efforts to streamline processes - Provide courteous and helpful direction for clients and tenants to the party that they need to speak with - Perform other related duties as assigned by management Qualifications: - Associate degree or equivalent from a two-year college or technical school, or 1-2 years’ related experience and/or training, or equivalent combination of education and experience - Computer skills required: Strong general computer skills, Microsoft Office, etc. - High level of proficiency in Microsoft Excel - Strong math skills - Deductive reasoning skills - Capacity to absorb large amounts of technical knowledge - Affinity for collaborating thoughtfully with a team - Intelligence, curiosity, diligence, integrity - Excellent communication skills - written, verbal, presentation and listening - Commitment to both personal and team excellence, as shown by a pattern of achievement - Excellent organizational and analytical skills with a high level of attention to detail Estimated Salary Range: $25-28.85 / hour The salary range listed is our best estimate based on the role's requirements and market conditions. The final offer may be higher or lower depending on the candidate's experience and qualifications. In addition, full-time employees are eligible to participate in a comprehensive benefits program that includes medical, dental, and vision insurance; flexible spending accounts (FSA); life insurance; accidental death and dismemberment (AD&D) insurance; long-term disability (LTD) coverage; paid time off (PTO); and a 401(k) retirement savings plan. Genea participates in E-Verify to confirm the employment eligibility of all new hires working in the United States. For more information about E-Verify, please visit the E-Verify website.

• own the buildout, optimization, and ongoing improvement of our Salesforce CRM environment • design and build Salesforce solutions that power our go-to-market motion • create reliable API and webhook integrations across our tech stack • work closely with Sales Leadership, Business Operations, and Regional Sales Managers to translate field requirements into scalable, well-documented Salesforce solutions • manage schema, relationships, and field dependencies across Sales Cloud and any related clouds in use • implement and maintain CPQ or quoting workflows to support Genea’s VAR channel sales process • build and refine Salesforce reports, dashboards, and KPI views for Sales Leadership and Business Operations • manage sandbox environments, release cycles, and deployment pipelines using Salesforce DX and version-controlled metadata • lead the integration of Agentforce and custom LLM-based solutions into our sales ecosystem.

• Develop and execute bold, measurable sales strategies to capture new CRE customers and deepen relationships with existing ones. • Use data-driven forecasting and performance analytics within Salesforce to hit and exceed revenue goals. • Partner cross-functionally with Operations, Implementation, Customer Success, Finance, Product, and Technology to ensure smooth onboarding and exceptional customer experiences. • Report key wins, revenue progress, and regional insights directly to the Head of Sales and leadership team. • Represent Genea as a trusted advisor and thought leader in the CRE tech space, nurturing long-term relationships that drive mutual success. • Take initiative, innovate, and help shape the strategies that will define Genea’s next phase of growth.

• Serve as the primary business systems owner for Salesforce CRM and Genea’s broader internal commercial tech stack, including integrated tools such as HubSpot, Avoma, workflow automation platforms, and internal quoting and spec tools. • Partner with Marketing, Sales, Sales Operations, Post-Sales, Finance and Product teams to gather, document, and prioritize business requirements for system enhancements, new tool implementations, and process improvements. • Translate business needs into structured requirements: user stories, process maps, data flow diagrams, and functional specifications that can be handed off to developers, administrators, or vendors. • Lead end-to-end project management for internal systems initiatives—from stakeholder alignment and scoping through configuration, QA, training, and change management. • Act as a 'challenger' to stakeholders; evaluate requested features against long-term architectural health and ROI, offering alternative solutions that prioritize simplicity and automation. • Design and lead the 'human' side of system rollouts—including executive alignment, user adoption strategies, and impact measurement—to ensure technical deployments result in actual business value. • Maintain and continuously optimize Salesforce CRM data architecture, workflows, validation rules, reports, and dashboards to support GTM decision-making and pipeline visibility. • Identify and close process gaps and inefficiencies across the revenue funnel; design and implement scalable solutions that reduce manual work and improve data quality. • Analyze and optimize the hand-offs between Sales, Finance, and Post-Sales to ensure a seamless 'Quote-to-Cash' and 'Onboarding' experience, removing friction for both internal teams and Genea’s customers. • Serve as Genea’s primary Salesforce administrator, owning day-to-day configuration, Flow Builder automation, user management, and system health; act as the internal point of contact for any third-party developers or IT/engineering resources engaged on commercial systems projects. • Govern data quality standards across CRM and connected systems; design and enforce data hygiene protocols and integration of health checks. • Build and maintain documentation for system configurations, integration maps, process flows, SOPs, and end-user training materials. • Evaluate, recommend, and implement new tools or integrations to improve how Sales, Marketing, and Operations work—with a bias toward practical, high-ROI solutions over complexity. • Support reporting and analytics needs across the revenue organization; build executive dashboards and ensure data reliability for Sales, Marketing, and leadership. • Collaborate on ad-hoc strategic projects to support the evolving needs of the Growth and Sales Operations department.