Influ2

• Act as a vital link between CSMs, Product/Development Teams, and Customers to address technically complex support issues. • Effectively investigate, understand, and resolve complex customer issues, delivering timely updates and solutions. • Own the lifecycle of tickets from opening to resolution, ensuring accurate tracking and clear communication with all stakeholders. • Dive deep into the product to identify root causes of technical glitches, bugs, or integration issues. • Proactively escalate widespread customer issues or product bugs to relevant engineering and product teams to minimize customer disruption. • Contribute to the internal knowledge base by creating documentation for the fastest resolution of similar tickets in the future.

• Qualify and engage inbound leads: Respond promptly to inbound inquiries via email and phone, thoughtfully qualifying prospects and understanding their needs to ensure a strong fit with Influ2’s solutions. • Guide the early customer journey: Build meaningful first interactions with potential customers, asking the right questions and creating a positive, consultative experience from the very first touchpoint. • Collaborate with Account Executives: Partner closely with Account Executives to ensure smooth scheduling of discovery calls and a seamless handoff of qualified opportunities, sharing relevant context and insights to support deal success. • Maintain accurate CRM data: Keep detailed and up-to-date records of all interactions with prospects in Salesforce, ensuring visibility and alignment across the sales team. • Support pipeline growth: Contribute to pipeline generation by following up with inbound leads and supporting targeted outreach efforts when needed to maximize engagement and conversion opportunities.

• Equip front-line teams with the sales tools and training they need to confidently position the value of Influ2 to win more deals. • Lead competitive intelligence by tracking key competitors, analyzing market shifts, and translating insights into actionable guidance for Sales, Product, and Marketing. • Implement go-to-market plans to bring new products and features to market—supporting positioning, launch execution, and front-line readiness. • Create clear and compelling product positioning and messaging that resonates with our target audience. • Develop high-quality marketing materials, including product demos, videos, white papers, presentations, and more. • Measure and analyze the effectiveness of product marketing initiatives. Use data to optimize strategies and report on key performance metrics.

• Be the voice of the customer: You must prioritize maximizing customer satisfaction, retention, and growth. You should be able to understand the customers' business objectives and align them with Influ2's offerings. • Act as a trusted advisor: Build and maintain trust-based relationships with our valued customers. This includes proactive engagement, active listening, and empathy. Also, serve as a go-to resource for their inquiries, concerns, and strategic discussions related to Marketing and Sales practices. • Translate complex ideas into actionable steps: Articulate complex ideas clearly and tailor your communication style to different audiences, from mid-level members all the way up to C Suite. • Identify critical insights: Analyze customer data and metrics to identify trends, insights, and areas for improvement. • Demonstrate technical aptitude: You’ll become a subject matter expert by learning the ins and outs of the product. Effectively identifying issues, troubleshooting, and offering customers solutions for resolution will be essential in this role. • Ensure timely delivery of the projects and milestones: You may need to manage multiple customer accounts simultaneously, so strong organizational and project management skills are essential to prioritize tasks, set deadlines, and manage customer expectations. • Partner with Sales, Marketing, and Product Development teams: You will work closely with cross-functional teams across various time zones to align goals, share customer insights, and drive coordinated efforts to deliver customer success. • Participate in on-site customer visits: You’ll occasionally meet with customers on-site to strengthen relationships, lead Executive Business Reviews (EBRs), deliver presentations, and facilitate strategic discussions.