Givebacks

• Design, build, and maintain integrations with 3rd party APIs and FTP • Own authentication, data mapping, transformation logic, and error handling across systems • Implement resilient integration patterns that ensure uptime, security, and observability • Troubleshoot production issues and lead root cause analysis for cross-system failures • Collaborate with product and stakeholders to translate integration requirements into scalable backend solutions • Build and maintain ETL pipelines that ingest, transform, and sync data into AWS and Redshift • Optimize SQL queries and warehouse schema design for performance and scalability • Ensure high data integrity, consistency, and monitoring across pipelines • Integrate third-party tools and application event data into Redshift for analytics and reporting • Partner with analytics and business teams to ensure reliable access to actionable insights • Drive projects from discovery through deployment with minimal supervision • Deliver high-quality solutions on agreed timelines • Write clean, well-tested, production-ready code • Maintain strong test coverage and adhere to engineering best practices

• Front-Line Customer Support • Respond to incoming support inquiries via email, chat, and ticketing systems with professionalism and empathy. • Troubleshoot product questions and configuration issues for schools, districts, PTAs, and SSOs. • Provide clear, concise, and accurate guidance that builds customer confidence. • Maintain prompt first-response times and resolution standards. • Ensure all customer interactions are documented thoroughly and accurately. • Ticket Triage & Escalation • Categorize and prioritize incoming tickets based on urgency and impact. • Escalate technical issues to the Technical Support Engineer with a complete and organized context. • Escalate product bugs or UX concerns to the Help Desk Manager for product operations review. • Track escalations through resolution and ensure customers receive timely follow-up. • Customer Experience Excellence • Maintain customer satisfaction scores of 93%+ through thoughtful communication and ownership. • Set clear expectations regarding next steps and timelines. • Close the loop with customers once issues are resolved. • Identify opportunities to improve clarity, reduce friction, and enhance the support experience. • Documentation & Continuous Improvement • Flag recurring issues and documentation gaps to the Training & Documentation Specialist. • Contribute insights to improve Help Center articles, FAQs, and training materials. • Identify patterns in support questions and surface trends to the Help Desk Manager. • Support AI-assisted help tools by flagging inaccurate or incomplete responses. • Product & AI Collaboration • Partner with the Support Manager, Documentation & Training Specialist, and Technical Support Engineer to improve AI support performance. • Provide structured feedback on customer-reported issues to improve product quality. • Assist in validating fixes and ensuring customers are informed once updates are released.

• Serve as the primary point of contact for schools during onboarding and launch • Monitor early-stage adoption and intervene proactively to drive usage within the first 90 days • Maintain ongoing relationships to ensure operational stability post-launch • Track and monitor product usage trends at the school level • Ensure schools achieve agreed-upon activation and usage metrics within 90 days of post-onboarding • Identify adoption gaps and execute plans to increase engagement • Reinforce best practices that increase long-term product utilization • Identify opportunities to expand module adoption within existing school accounts • Identify and cultivate connectors into School Support Organizations (SSOs) • Communicate areas of interest and expansion potential to the District CSM • Build trusted relationships with school leaders and administrators • Proactively address concerns and remove barriers to success • Gather feedback to strengthen engagement and product alignment • Deliver effective training to ensure school teams are confident using purchased modules • Triage inbound school requests to the appropriate resolution channel (support ticket, chat, documentation, or 1:1 session) • Reduce unnecessary 1:1 sessions by promoting use of training materials and structured resources • Deliver overall training and support efficiency without compromising experience

• Full-Cycle Sales Execution • Prospect, qualify, demo, and close new district opportunities • Navigate district buying committees including Finance, Operations, and Executive Leadership • Articulate the full Givebacks ecosystem value proposition (Payments + SaaS + Compliance + Transaction Growth) • Maintain CRM integrity and adhere to sales methodology standards • Field & Relationship Development • Attend ASBO and regional conferences within assigned region • Build trusted relationships with district leaders and ASBO influencers • Generate new pipeline through in-person networking, referrals, and strategic partnerships • Travel is expected 30-40% of the time for tradeshows, onsite visits etc.

• Own and manage a portfolio of accounts with full revenue accountability. • Conduct structured account research to understand account priorities, funding initiatives, organizational structure, and expansion pathways. • Develop documented account growth plans outlining cross-sell and upsell targets, timelines, and stakeholder mapping. • Identify white space opportunities across products, departments, and affiliated organizations (PTAs, SSOs, schools). • Maintain detailed CRM hygiene, tracking expansion strategy, contacts, and opportunity stages. • Proactively identify and pursue expansion opportunities across revenue-generating products. • Drive cross-sell motions into new accounts within school buildings. • Lead value-based conversations that align product capabilities to customer goals. • Meet or exceed assigned transaction volume targets. • Research and engage new stakeholders within existing districts and school networks. • Build multi-threaded relationships across finance teams, administrators, PTA leaders, and operational staff. • Conduct targeted outreach campaigns within your portfolio to unlock expansion. • Leverage usage data, product analytics, and customer signals to prioritize prospecting efforts. • Monitor product usage trends to identify growth signals and risk indicators. • Conduct business reviews that focus on value realization and future expansion opportunities. • Ensure strong renewal positioning through measurable impact and expanded platform footprint. • Partner with Sales when expansion opportunities require formal contracting. • Work closely with Support and Implementation to ensure smooth adoption of upsold features. • Provide actionable customer insights to Product to inform roadmap priorities. • Share successful account strategies and playbooks across the Customer Success team.