Instructure

• Own and execute the direct sales strategy across assigned EMEA markets, aligned with Instructure’s global go-to-market and revenue objectives. • Lead, coach, and develop a team of five quota-carrying Account Executives, fostering a culture of accountability, collaboration, and high performance. • Drive consistent quota attainment, pipeline coverage, forecast accuracy, and disciplined sales execution using Salesforce. • Personally engage in and support the team on complex, high-value enterprise opportunities, including executive-level selling, deal strategy, and negotiation. • Build strong executive relationships with senior decision-makers (C-suite, Presidents, Vice-Chancellors, CIOs, CFOs) across higher education, K-12, and public-sector customers. • Partner closely with Marketing, Solutions Engineering, Customer Success, Renewals, and Product teams to deliver a cohesive end-to-end customer experience. • Provide accurate weekly, monthly, and quarterly forecasting, pipeline reviews, and business insights to EMEA and global sales leadership. • Ensure adoption of best-practice sales processes, including MEDDICC-style qualification, mutual action planning, and value-based business cases. • Represent Instructure at key industry events, customer forums, and regional leadership engagements. • Contribute to broader EMEA leadership initiatives, talent development, and long-term growth planning.

• Partner Relationship Management: Build and maintain trusted relationships with partner stakeholders. Learn their organizational priorities, communication styles, and objectives to ensure every interaction progresses the partnership. • Strategic Discovery & Planning: Conduct structured discovery to understand each partner’s goals, challenges, and desired outcomes. Develop and execute actionable success plans aligned with both partner and Instructure objectives. • Pipeline Growth & Expansion: Proactively identify growth opportunities. Collaborate with Sales to support pipeline generation and advance non-renewal booking opportunities. • Renewal & Risk Management: Own the renewal forecast for your book of business. Track account health, flag risks early, build mitigation plans, and keep forecasts up to date based on data, usage, and partner sentiment. • Product Adoption & Optimization: Work with internal teams to ensure best practices and sustained engagement with Instructure solutions. • Cross-Functional Collaboration: Collaborate across Sales, Product, Support, and Marketing to deliver a seamless partner experience. Communicate partner context and needs clearly to key stakeholders. • Reporting & Governance: Maintain accurate documentation, meeting notes, and system updates. Keep forecasts, partner records, and governance processes current.

• U.S. Program Administration: Own the daily operations of U.S. benefits programs, including medical, dental, vision, HSA/FSA, life and AD&D, short- and long-term disability, 401(k), wellness, and voluntary benefits. This includes a strong focus on self-insurance. • Leave Management: Administer U.S. leave programs end-to-end, including FMLA, state paid family/medical leave, parental leave, PTO, short- and long-term disability, workers’ compensation, and ADA accommodations. • Vendor & Broker Management: Serve as the primary point of contact for U.S. benefits brokers, carriers, and third-party administrators; manage service levels, escalations, and renewals. • Compliance & Audit: Ensure full compliance with federal and state regulations, including ERISA, ACA, HIPAA, COBRA, Section 125, and IRS/DOL requirements. Lead 5500 filings, non-discrimination testing, SAR distribution, and annual audits. • Open Enrollment: Lead the annual U.S. open enrollment cycle, including HRIS configuration and testing, communications, employee education sessions, and post-enrollment auditing. • Employee Experience: Be the trusted go-to for U.S. employees on benefits questions; develop clear communications and education that help employees use their benefits with confidence. • Data & Analytics: Analyze enrollment, utilization, and cost data to identify trends; produce regular dashboards and ad-hoc analyses that inform renewal strategy and plan design. • Fiscal Oversight: Reconcile monthly carrier invoices and self-bill files; partner with Finance and Payroll on accruals, GL coding, and budget tracking for U.S. benefits spend. • Process & Systems: Identify and implement improvements in Workday and with vendor partners to automate enrollments, EOI workflows, evidence-of-coverage tracking, and reporting. • Escalated Support: Serve as the final point of escalation for complex U.S. employee benefits issues and claims disputes; coordinate with carriers and brokers to drive resolution. • Cross-Region Partnership: Partner with global Total Rewards Partners to maintain a coherent global benefits philosophy, share best practices, and support consistent employee experience across regions.

• Manage the Instructure customer experience for all customers within your territory • Work collaboratively with Sales and Renewals to increase market share from existing account base and new business to business opportunities • Act as liaison between the customer and Instructure • Understand the customer’s vision and goals with the Instructure Learning Platform and help them achieve success • Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets

• Work tickets via web-based ticketing system, phone, or live chat from admins, faculty, staff, and student end-users (some tickets will be initial contacts and others will be escalated from admins) • Validate and clarify the issue reported • Answer how-to questions • Fix end-user issues that are resolvable through the Canvas user interface • Replicate, troubleshoot, and describe simple bugs • Keep thorough, clear, and complete records in the ticketing system of all actions taken • Escalate tickets not resolvable at the L1 level to the L2 Support team • Be friendly, efficient, and dependable, and always provide timely updates to users • When assigned, create documentation of Support processes • Perform other duties as assigned by supervisor

• End-to-End Pipeline Engineering: Design, build, and deploy scalable ETL/ELT pipelines from diverse source systems into our Snowflake Data Cloud. • Cloud Infrastructure: Manage and optimize data flows within an AWS environment (S3, Lambda, IAM), ensuring high availability, security, and cost-efficiency. • High-Scale Processing: Leverage Databricks and Python (PySpark) to handle complex data transformations and high-volume workloads. • Implement the Semantic Layer: Collaborate with the team to define, implement, and scale our Semantic Layer (via dbt Semantic Layer, MetricFlow, or similar) to standardize business logic, metrics, and dimensions for all downstream consumers. • Model for Truth: Use dbt to build modular, version-controlled, and tested data models that serve as the definitive foundation for business intelligence. • Data Governance & Quality: Implement automated testing and monitoring to ensure the integrity and reliability of finished data marts.

• Own and drive sales forecasting, pipeline management, bookings analysis, and performance measurement processes across International regions to ensure alignment against revenue targets and strategic objectives. • Partner directly with regional sales leadership to develop and execute growth strategies, optimize territory coverage, improve pipeline generation, and increase sales productivity. • Lead strategic planning initiatives including territory segmentation, quota setting, capacity modeling, whitespace analysis, and coverage optimization to support scalable growth. • Analyze sales performance trends, pipeline health, conversion metrics, seasonality, and customer behavior to identify risks, opportunities, and actionable recommendations. • Develop executive-level reporting, dashboards, and presentations for senior leadership, QBRs, forecasting reviews, and board-level discussions. • Build data-driven models and business cases using Salesforce, Snowflake, Tableau, Excel, and other data sources to inform operational and strategic decisions. • Identify process gaps and drive automation and operational improvements that increase reporting accuracy, forecasting predictability, and organizational efficiency. • Partner cross-functionally with Finance, Marketing, Customer Success, Deal Desk, and other GTM teams to ensure alignment across planning, reporting, and execution. • Evaluate sales motions, customer journey metrics, and funnel performance to improve pipeline velocity, conversion, retention, and expansion opportunities. • Support and influence compensation planning, incentive alignment, and operational governance initiatives that reinforce company objectives and sales behaviors. • Operate as a trusted advisor and thought partner to leadership by bringing clarity, structure, and actionable insights to complex business challenges. • Manage multiple high-priority initiatives simultaneously in a fast-paced, evolving environment while maintaining strong attention to detail and execution quality.

• Provide a best-in-class experience for Instructure’s most largest and strategic customers within an America’s territory. • Take a leadership role with your customers in driving strategy, cross-sell/up-sell, and retention while working collaboratively with Sales and Renewals. • Have a deep understanding of your customers, their initiatives, goals, and how to partner with them to find success, ensure renewals, and expand their Instructure footprint. • Act as liaison between the customer and Instructure for all interactions across Instructure’s business organizations. • Act as the voice of the customer, sharing key insights and challenges with Instructure’s Product and Strategy teams. • Accountable for CSAT and working closely with Sales and Renewals to achieve NRR targets for strategic territories. • Quickly recognize, communicate, and escalate critical issues up through management to ensure a timely resolution. • Mentor other CSMs and serve as a leader within the CSM organization. • Take on stretch projects to support our customers and the team.

• Drive adoption and customer value • Design and execute programs that increase product usage, engagement, and customer health across our K-12 customer base. • Strengthen retention • Build lifecycle and engagement strategies that reduce churn risk and support renewal, working closely with Customer Success and Renewals teams. • Develop scalable customer programs • Create repeatable, data-driven programs using digital campaigns, customer communications, and targeted initiatives that reach customers at the right time with the right message. • Partner on expansion strategy • Collaborate with ABM and Marketing Managers to support cross-sell efforts, contributing insights, segmentation, and program support to drive expansion opportunities. • Run integrated campaigns (digital + field + events) • Execute campaigns that combine digital marketing with customer events, webinars, and field programs to increase engagement and product adoption. • Turn insights into action • Use customer data, product usage signals, and campaign performance to continuously refine programs and improve outcomes. • Align cross-functional teams • Work closely with Customer Success, Sales, Renewals, Community, and Marketing to ensure a consistent and effective customer experience. • Measure impact • Track and report on key metrics like product adoption, engagement, retention, and campaign performance.

• Own the maintaining of deep, current knowledge of assigned product(s), roadmap, integrations, and constraints • Maintain deep, current knowledge of assigned products, including core workflows, configurations, integrations, and limitations • Stay aligned with product roadmaps, release plans, and technical dependencies • Translate product capabilities into clear, accurate guidance for GTM and customer-facing teams • Identify common customer misunderstandings, friction points, and misconfigurations at scale • Act as a trusted escalation point for complex product questions that require synthesis across teams • Own functional competitive intelligence (features, workflows, tradeoffs, maturity) • Respond to internal requests for competitive information using a consistent, scalable approach • Keep competitive intelligence current as products and markets evolve • Track trends, regulatory considerations, and emerging needs relevant to assigned segments or regions • Provide segment-informed input to GTM motions, enablement, and lifecycle initiatives • Serve as a thought leader by presenting sessions and participating in panels at industry conferences and events (not demo booth support) • Monitor product usage and adoption trends and provide as strategy-guiding insights to GTM teams (using shared reporting tools with Product Management) • Identify activation gaps and success patterns • Partner with PMM/Marketing on insight-driven campaigns • Provide deep product insight to inform enablement programs, sales motions, and GTM strategies • Act as a subject-matter expert for at-scale enablement efforts, including trainings, webinars, and internal programs • Leverage in-product analytics and feedback tools (e.g., Pendo) to identify usage patterns and friction points • Support discovery, feedback programs, and adoption analysis at scale • Surface insights that inform activation, adoption, and customer marketing initiatives • Partner with Product Management and Engineering to support bring-to-market motions for new and evolving products and features • Support beta programs, launches, releases, and sunsets by providing customer and market context • Translate R&D intent into customer-facing implications, risks, and adoption considerations • Support feedback loops from self-testing, GTM teams, and customers back into Product and Engineering