GLOBO

• This position is responsible for researching and resolving overdue client invoice issues. • Ensure timely and accurate billing processes, and maintain the integrity of all invoicing activities. • Review billing discrepancies and validate charges against contracts. • Coordinate with internal teams to correct billing errors. • Foster positive client relationships during collections and billing discussions. • Proactively monitor accounts and keep outstanding receivables balance to a minimum. • Act as the main point of contact for addressing inquiries related to overdue receivables. • Prepare and provide outstanding balance statements for clients. • Monitor for process or billing issues, document findings, and escalate concerns. • Perform regular follow-up on all overdue receivables to support timely collections. • Collaborate with internal teams to support existing collections efforts. • Create and issue invoices in accordance with established company practices.

• Build and own multi-threaded relationships across each customer's organization • Partner with customers to unlock the full value of GLOBO's solutions • Own the renewal process end-to-end for assigned accounts • Develop a deep understanding of each customer's objectives and build measurable account plans • Define, track, and report on customer-specific KPIs • Lead Business Reviews and strategic planning sessions with senior stakeholders • Develop and own multi-year strategic account plans • Maintain internal CRM (Hubspot) to monitor customer health • Act as the internal voice of the customer advocating for their priorities • Participate in key prospect conversations and customer advisory opportunities

• Build and maintain ETL/ELT pipelines that move data from source systems into Snowflake via Fivetran and dbt. • Clean, validate, and transform raw data into well-modeled datasets ready for analytics and ML workloads. • Monitor pipeline health and troubleshoot data quality issues as they arise. • Build, fine-tune, and evaluate AI/ML models and LLM-based solutions for specific business problems. • Design and run evaluation frameworks to measure model performance, detect hallucinations and bias. • Collaborate with Product and Engineering to ship AI-powered features into the GLOBO platform. • Implement guardrails, monitoring, and alerting for AI services in production. • Monitor inference latency, token usage, and compute costs across AI services and data infrastructure.

• Own the design and governance of GLOBO’s modern data stack • Architect and maintain data pipelines using Fivetran for ingestion, dbt for transformation, and Snowflake for warehousing and analytics • Define data modeling standards, ensure data quality and integrity, and establish governance practices across the organization • Manage, mentor, and grow a team of 3–5 AI and data engineers • Set team priorities aligned with company objectives, conduct regular 1:1s and performance reviews, and foster a culture of engineering excellence • Lead the design and development of AI-powered features within the GLOBO platform • Build and deploy LLM integrations (AWS Bedrock, Anthropic Claude) that solve business problems • Monitor and optimize performance and cost across data and AI services.

• Facilitate intake calls via video and audio, providing customer service and support to callers • Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews • Log and track both calls and scheduling requests while servicing clients by typing notes into our proprietary system • Balances high-volume calls with essential administrative duties, ensuring all end-of-day reports are submitted • Demonstrates exceptional organizational skills by prioritizing urgent administrative requests alongside daily customer support functions • Cultivates a premium service environment for high-value clients as part of a Concierge Service Line • Delivering a ‘white-glove’ service experience with personalized attention and refined professional demeanor

• Serve as the point of contact for a portfolio of customers. • Build and maintain long-term relationships with key language access stakeholders across all levels of the organization. • Monitor customer health and utilization data, delivering training, advising on best practices, workflows, and configuration options. • Design and deploy digital motions to drive product adoption and maximize usage and value realization. • Support Quarterly Business Reviews, Annual Reviews, and lead ad hoc customer meetings. • Contribute to account plan development and support the execution of the account strategy. • Own the contract renewal process for assigned accounts. • Act as the internal voice of the customer, advocating for their priorities and partnering with customer stakeholders to resolve challenges.

• Serve as the point of contact for a portfolio of customers • Build and maintain deep, multi-threaded long-term relationships with key language access stakeholders across all levels of the organization • Proactively monitor customer health and utilization data, delivering training, advising on best practices, workflows, and configuration options to drive product adoption and maximize usage and value realization • Understand, measure, and report on customer business goals and key performance indicators (KPIs) • Lead Quarterly Business Reviews, Annual Reviews, and ad hoc customer meetings • Develop comprehensive account plans and lead the execution of the account strategy • Maintain internal CRM (Hubspot) to monitor customer health, proactively identify "at-risk" accounts • Own the contract renewal process for assigned accounts • Act as the internal voice of the customer, advocating for their priorities, gathering product and service feedback • Partner cross-functionally with various teams to ensure customer satisfaction

• Lead annual and quarterly planning cycles, including forecasting, capacity planning, and goal setting for the commercial team. • Design and manage sales territories, quotas, and account assignments to ensure fairness and maximize market coverage. • Maintain and enforce rules of engagement, policies, and procedures across all commercial functions. • Own pricing, discounting and deal desk guardrails in collaboration with finance. • Own the commercial tech stack (e.g., CRM (Hubspot), Sales Engagement tools), ensuring data integrity, system optimization, and user adoption. • Drive continuous improvement of the core sales process, identifying bottlenecks and implementing automation to increase sales productivity. • Develop and manage comprehensive reporting and dashboards focused on key commercial metrics (e.g., pipeline health, conversion rates, sales cycle length, revenue attainment).

• As an AI Engineer at GLOBO, you will design and implement AI-driven solutions using a combination of homegrown systems and commercial tools. • Build robust data pipelines with Airflow and AWS Lambda to feed these models. • Help solve "gnarly" problems—like real-time translation context, quality assurance automation, and predictive resource allocation. • Architect and deploy autonomous AI agents using frameworks like CrewAI or Agent Core to automate internal workflows and enhance user experiences. • Integrate LLMs (Claude/Bedrock) into our core platform, optimizing for latency, cost, and response quality.