Granum

Role Description We are looking for a Customer Support Specialist (T1). Location: Remote! We have an office in Atlanta, GA and the Greater Toronto Area but you may also work remotely across the US and Canada. - Field tier 1 customer inquiries by way of phone, email, chat, and our ticketing system across a range of products and services. - Directly troubleshoot customer issues and resolve them by implementing attainable solutions. - Evaluate and escalate bugs to development as they come to your attention inside the product. - Provide feedback to develop support processes. Your input will ultimately add value for our customers. - Apply technical writing skills in contributing to our growing knowledge bases (e.g. FAQs, Help Center, Training Material, Internal Documentation). - Empathize with customers by taking ownership and reassuring them that you will resolve their issues in a thorough, thoughtful, and timely manner. - Work cross-functionally with other members within the organization. Qualifications - A bachelor’s degree or equivalent experience. - Proven ability to diagnose, troubleshoot, and resolve technical issues for a SaaS product. - Ability to apply sound judgment and product knowledge to deliver timely solutions. - Fast learner with a track record of mastering new technical tools and systems. - Skilled in providing professional, responsive, and technical assistance to business stakeholders (B2B support). - Previous experience in a high-volume support/customer service role. - Analytical mindset with strong research and problem-solving skills. - Applicable technical writing skills. - The innate desire to serve others and implement solutions in a thorough, thoughtful, and timely manner. - The ability to multitask and prioritize trouble tickets as they come in. - Clear and concise communication skills. - A strong growth mindset and a desire to learn. - A natural puzzle solver. Requirements - Previous experience working for a SaaS startup (not required). - Experience with ticketing systems like Zendesk (not required). - Industry knowledge in “green industry” field management (i.e. landscaping, tree care, etc.) (not required). Compensation - Canada-based candidates: CAD 65,000-75,000. - US-based candidates: USD 55,000 - 65,000. Benefits - Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day. - In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add-ons like HSA/FSA accounts, disability and life insurance, and more. - In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs. - We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada. - We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive. - We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge.

Role Description You’re a hunter-first closer who wants more than a territory; you want the chance to help design how Granum goes outbound to the market. Instead of waiting on inbound, you engineer your own demand: - Map your patch, set the attack plan, pressure-test outbound plays, and refine them as you go. - Your day is spent in motion: calling into landscape, snow, and tree care companies, uncovering real operational pain, telling a consultative Granum story, and turning first conversations into long-term partnerships. - You operate like an entrepreneur inside Granum: see whitespace, go after it, and pull in resources when it helps you win. - You’re wired with a high motor, strong internal drive, and excited to use AI as part of your personal operating system. This is an environment for hunters, experimenters, and owners, not caretakers. What You’ll Do - Design and run your outbound engine: build targeted account lists, craft sequences, and run focused call blocks to create a steady stream of first meetings. - Own the full sales cycle: discovery, demo, proposal, negotiation, and close. There are no handoffs once the opportunity lands. - Turn discovery into business cases: tie Granum to prospects' budgeting, estimating, scheduling/dispatch, job costing, payroll, and crew productivity challenges. - Run sharp, outcome-led Granum demos focused on their pains and goals that feel more like consultative working sessions than feature walkthroughs. - Pilot and iterate outbound plays: test new messaging, channels, and patterns; share what’s working so we can codify and scale it. - Leverage AI to multiply your output: use AI for research, call prep, objection handling, follow-up writing, and post-call summaries. - Operate with predictable rigor: keep a tight, honest pipeline in Salesforce; align activity, pipeline, and forecast. - Partner cross-functionally: sync with SDRs, Marketing, & Product on field feedback, and coordinate with Onboarding. - Suggest new outbound channels to consider in collaboration with Marketing and Sales Leadership. - Show up as the owner of your business. Qualifications - 2+ years in quota-carrying SaaS (SMB/mid-market) with clear evidence of net-new logo creation and wins. - Documented success in outbound-heavy roles: you’ve lived in call blocks and sequences. - A hunter’s mindset and competitive edge: you get energy from the chase. - A builder’s mentality: comfortable operating with less structure and giving feedback. - Executive presence with owners and operators: navigate tough conversations about pricing and operational gaps. - Operational discipline: strong command of Salesforce and a modern sales stack. - Hands-on experience with AI in your workflow. - Self-starting, coachable, and curious: seek out feedback and act on it quickly. - Genuine interest in how landscape, snow, and tree care businesses run. Nice to Have - Field service or vertical SaaS experience where deals are tied to operational workflows. - Direct exposure to the green industry (landscape, snow, tree care, PHC) or adjacent blue-collar tech. - Familiarity with SPICED, MEDDICC, or SPIN—and comfort running mutual close plans. How We’ll Measure Success - New Granum ARR and logo performance vs. quota, with a meaningful portion sourced from your outbound efforts. - Quality and volume of outbound pipeline created and maintained at healthy coverage levels. - Conversion rates and sales velocity across stages, from first meeting through close. - Depth of engagement in ICP accounts: multi-threading with owners, operations, and finance. - Consistent, clean Salesforce hygiene and reliable handoffs to Onboarding. Location and Travel - North America-based, flexible location. - Occasional travel for industry events and customer meetings. Compensation - Estimated pay range for Canada-based candidates: CAD 60,000 - 105,000 base + 50,000 - 105,000 OTE (commissions are uncapped). - Estimated pay range for US-based candidates: USD 55,000 - 100,000 base + 55,000 - 100,000 OTE (commissions are uncapped). Benefits - Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day. - In the U.S., comprehensive medical, dental, and vision coverage with multiple plan options. - In Canada, employer-funded HSA-based benefits plan with drug, dental, and mental health coverage. - 401(k) matching for U.S. employees and RRSP matching for those in Canada. - Invest in your growth through tailored career development conversations and support for tools, courses, and resources. - Unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1. Company Description Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. - Granum brings together three of the most trusted software names in the industry — LMN, SingleOps, and Greenius. - The mission: help green-industry businesses improve, grow with confidence, and focus on the work that matters.

• Serve as the primary point of contact for new clients throughout their first 30-90 days of onboarding: Build strong initial relationships that set the tone for long-term client success and satisfaction. You'll guide new customers through the onboarding process, creating a positive and confident start to their journey with our platform. • Conduct virtual one-on-one training sessions to educate and empower clients on using our platform and services effectively: Deliver personalized, hands-on training that helps clients understand not just how to use the platform, but how to apply it to their specific business needs. These sessions build confidence, drive early product adoption, and lay the foundation for long-term success by showing clients how to achieve real value from day one. • Identify client needs, track progress, and proactively address potential roadblocks to ensure long-term success: Take a consultative approach to problem-solving by anticipating challenges and offering solutions before they become issues. Your proactive support helps reduce churn and boosts customer satisfaction and loyalty. • Maintain accurate client records and documentation across platforms: Ensure all client interactions and milestones are properly documented for cross-functional visibility. Accurate records support a consistent experience across teams and help drive data-informed decisions.

• This role owns the performance of granum.com and our paid media engine across three brands (LMN, Greenius, and SingleOps). • You’ll drive pipeline through better website experiences, a stronger technical SEO/AEO foundation, and a paid media program that’s rigorously managed—even though an external agency executes it. • You’re the in-house owner of the agency relationship: you brief them, hold them to performance targets, and make sure what they’re running ladders up to pipeline. • You’re also the one keeping the website working hard for the business — conversion paths, landing page infrastructure, CRO, and the technical foundation that makes our content program pay off. • This is an IC role on a fast-moving demand gen team. The right person is analytical, hands-on with the website, and confident managing an agency.

• Build, test, and deploy targeted email campaigns in support of new logo acquisition • Support direct mail and gifting initiatives that complement outreach and nurture motions for high‑value prospects • Set up, test, and execute webinars, partnering closely with stakeholders • Champions campaign related processes within the team, including Asana usage, naming schemes, and template maintenance • Partner with our events and partnerships team to execute campaign support for field marketing endeavors • Draft prospect‑focused newsletters and email roundups that highlight relevant content, offers, and events to engage our audience • Publish and promote marketing assets that support new logo acquisition campaigns • Monitor key email and campaign performance metrics and recommend test plans to continuously improve results • Document and share experiment results and learnings to help uplevel acquisition performance

• Own the new-logo pipeline for the tree care segment • Set the strategy and build quarterly campaign plans • Collaborate with Brand & Events, Partnerships, Digital, Content, Product Marketing, and Market Engagement teams • Read pipeline data and campaign performance signals • Adapt campaigns based on performance data and market feedback • Develop and maintain a deep understanding of the tree care operator's needs and buying behavior

• You'll own the digital surface area for three brands (LMN, Greenius, and SingleOps). • The work is meaningful, the budgets are real, and the impact is measurable. • We need someone who's hands-on with the platforms, fluent with the reporting, and proactive enough to spot what's drifting before anyone else does. • This is a senior IC role on a fast-moving demand gen team. If you're the kind of digital marketer who builds their own forecast models, knows their ad platforms intuitively, and gets restless when they don't understand a trend in the data — keep reading. • You'll report to the Sr. Director of Demand Generation and partner closely with Demand Gen Managers (DGMs) running new-logo and customer campaigns across LMN, Greenius, and SingleOps.

• Own a critical service or domain (a core API, a key customer workflow, a major .NET module) and make it noticeably more reliable, performant, and pleasant to work in. • Lead complex, multi-sprint initiatives end-to-end — design doc → rollout → post-release monitoring — and keep our DORA metrics in the green. • Partner with your PM and Designer to shape what gets built, not just how. • Make the engineers around you better through reviews, mentoring, and clear docs. • Anticipate failure modes, build guardrails, and follow through on post-incident learnings.

• Responsible for prospecting new business and building successful relationships with ideal customer profiles through cold calling and outbound activity • 100% B2B sales in a high-volume SMB environment • Successfully qualifying leads for the Account Executive team • Managing 100% outbound efforts • Working closely with management to align on strategies, guidance, and support • Responsible for attending trade shows across Canada + US approximately once a quarter • Playing a crucial role in expanding market reach and achieving company revenue goals • Being a strong ambassador and face of the brand • Tracking and reporting on KPIs and performance

What Makes Us Stand Out: Granum is the leading software company devoted to serving landscapers and arborists across North America, providing intuitive, industry-specific solutions designed to help them improve and grow their businesses while impressing their customers. Granum brings together three of the most trusted software names in the industry — LMN, SingleOps, and Greenius — into one powerful software ecosystem. More than just a software company, Granum works alongside its clients to implement systems for estimating, scheduling, crew training, invoicing, and payments, blending technology with hands-on onboarding and human support. The company's mission is to help industry professionals unlock their potential and achieve their most important goals, all united by the belief that its clients’ success is not just a milestone, but a shared mission. As a team, we’re on a mission to reshape an age-old industry, and we’re looking for people who thrive on challenging and meaningful work. Our environment is highly collaborative, innovative, and supportive, with a shared commitment to having fun while making an impact. We live by our core values: We Before Me, Bias to Act, The Extra 1%, Accountable to Outcomes, Unconditional Transparency, and Forgiveness. If this resonates with you, we’d love to meet you and explore how you can help us build the future of the green industry! Our culture and growth has been recognized with multiple awards, it’s a great time to join! - Comparably 2024 #23/100 Best (small/ medium sized companies) Leadership Teams - Comparably 2024 #63/75 (small/ medium sized companies) Happiest Employees - #9 Atlanta Business Chronicle's 2024 Best Places to Work (Our second year in a row!) - #6 of Built In’s 2024 Best Places to Work: Top 50 start-ups in Atlanta (Our second year in a row!) - Inc Magazine’s 2023 Best Places to Work - Inc. 5000: #131 of 2024 Southeast Regional America’s Fastest Growing Companies. (Our third year in a row!) - Inc 5000 America's fastest-growing private companies (Our third year in a row!) - Certified Great Place to Work Canada 2024 The Market Engagement Associate is the frontline of our inbound funnel. You turn qualified interest into high‑quality sales conversations by responding quickly to inbound leads, deeply understanding their pains, and booking demos that are set up to convert. This role sits at the bridge between Marketing and Sales, ensuring that campaign demand becomes pipeline and revenue, not just “leads in a spreadsheet.” You’ll thrive here if you like fast-paced, high-volume work, talking to customers every day, and using data and experimentation to continuously improve. Key Responsibilities Lead Response & Qualification - Respond to inbound leads quickly across channels (forms, chat, events, content downloads), meeting speed‑to‑lead SLAs. - Qualify prospects using light discovery (problems, goals, timing, fit) and align them to the right product, tier, and sales resource. - Prioritize daily lead queues by intent level, source, and recency to maximize connect and conversion rates. - Maintain clean, accurate records of every interaction, disposition, and next step in the CRM. Demo Booking & Pipeline Creation - Book high‑quality demos for Sales with clear expectations set for both the prospect and the rep. - Confirm meetings (time, attendees, agenda) and reinforce value to drive strong demo show rates. - Re‑engage no‑shows and stalled inbound leads with thoughtful outreach sequences and incentives when appropriate (e.g. webinar and partner follow‑ups). - Partner closely with Sales to ensure smooth handoffs and feedback loops on lead quality and conversion. Nurture & Campaign Support - Work lead lists from priority campaigns (webinars, paid social, events, product launches) to turn engagement into booked meetings. - Support “reactivation” and re‑engagement motions for older inbound leads that match our ICP. - Tailor talk tracks and messaging by persona, segment, and product line to increase connection and conversion. - Share frontline insights about objections, competitors, and common pain points back to Marketing for messaging and campaign refinement. Process, Data, & Continuous Improvement - Consistently follow documented workflows, cadences, and qualification criteria across tools. - Monitor your own performance (connect rate, meetings set, show rate, conversion to opportunity) and adjust your approach based on what’s working. - Test new messaging, sequences, and touch patterns; share results so the team can scale winning plays. - Provide regular feedback on lead sources, campaign outcomes, and routing logic to Marketing, RevOps, and Sales leadership. What Success Looks Like In this role, success is measured by both volume and quality: - Speed‑to‑Lead: - First contact attempt within 5 minutes for top‑priority inbound leads. - Activity & Coverage: - Daily/weekly targets for calls, emails, and sequences consistently met while maintaining process hygiene. - Conversion Metrics: - Meetings booked and SALs (Sales Accepted Leads) at or above goal. - Demo show rate consistently in the target band (e.g., 60–80%+). - Healthy conversion from meeting → opportunity in partnership with Sales. - Data Quality: - High CRM and sequence hygiene: accurate dispositions, notes, and next steps. - Collaboration & Feedback: - Recognized by Sales and Marketing as a reliable, proactive partner who surfaces insights and helps improve the entire funnel. Qualifications Must‑Have: - 1–3 years in a customer-facing or revenue‑adjacent role (SDR/BDR, inbound sales, support, success, or similar). - Clear, confident verbal and written communication; comfortable on the phone, email and video. - Strong organizational skills with the ability to prioritize a high volume of inbound leads. - Experience working in a CRM (e.g., Salesforce, Hubspot) and at least one sales engagement or marketing automation tool (E.g Outreach). - Data‑aware mindset: you regularly look at your own metrics and adjust based on performance. - Curiosity and empathy — you ask smart questions, listen actively, and care about whether we’re truly a fit for the prospect. - Comfort and passion for adopting AI tools to draft outreach, summarize calls, or optimize workflows. Nice‑to‑Have: - Experience in B2B SaaS and/or working with SMB / mid‑market customers. - Familiarity with inbound marketing funnels and concepts like MQL, SAL, SQL, show rate, and speed‑to‑lead. - Experience partnering closely with both Marketing and Sales teams. Tools You’ll Use (Exact stack may vary by company.) - CRM: Salesforce and Hubspot for lead, account, and opportunity management. - Sales Prospecting: Outreach, or equivalent for sequences and task queues. - Marketing / Automation: HubSpot for understanding lead source and behavior. - Scheduling & Routing: Chili Piper or equivalent for demo booking and routing. - Gifting / Incentives: Sendoso or similar to support re‑engagement and show‑rate campaigns. - Communication: Zoom/Teams, email, phone, and chat for customer interactions. - AI & Productivity: Tools like Glean/Claude to accelerate research, drafting, and analysis. Why This Role Matters Market Engagement is where marketing investment turns into real pipeline. As a Market Engagement Associate, you are often the first human conversation a prospect has with our company. The quality, clarity, and care you bring to those interactions directly impact our revenue, our reputation, and whether prospects become long‑term customers. Compensation - Estimated pay range for Canada-based candidates: CAD 45,000 - 60,000 base + $20,000 OTE - Estimated pay range for US-based candidates: USD 45,000 - 55,000 base + 30,000 OTE #LI-Remote Reasons why you would love it here! - Join a team culture that’s all about collaboration, support, and having fun while making a real impact every day. - In the U.S., we offer comprehensive medical, dental, and vision coverage with multiple plan options, plus additional add ons like HSA/FSA accounts, disability and life insurance, and more. - In Canada, we provide an employer-funded HSA-based benefits plan with drug, dental, and mental health coverage - giving you a flexible way to manage your healthcare needs. - We're committed to your financial future, with 401(k) matching for U.S. employees and RRSP matching for those in Canada. - We invest in your growth through tailored career development conversations and support for tools, courses, and resources to help you thrive. - And when it comes to work-life balance? We offer unlimited Paid Time Off, paid company holidays, and a company-wide winter break from December 24 to January 1 - so you can truly recharge. Granum does not sponsor work authorization needs; candidates must have proper work authorization to work for any employer in Canada or the U.S, without sponsorship from the company. Granum is an Equal Employment Opportunity and Affirmative Action Employer. We consider qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, protected veteran status, or disability status. Granum participates in the federal E-Verify program. Granum is committed to providing accessible employment opportunities in accordance with the Accessibility for Ontarians with Disabilities Act, 2005. Granum reserves the right to change job descriptions as per the needs of the organization. For accommodation requests, please contact hr@granum.com