Just Appraised

Role Description - Drive Strategic Growth & Partnerships: - Serve as a trusted, high-value advisor to customers. - Develop and execute tailored account strategies to navigate unique workflows, political environments, and complex organizational dynamics, ensuring customer needs align with product capabilities. - Own Business Outcomes: - Proactively manage renewals and negotiate expansion opportunities, meeting annual targets tied to retention and growth. - This is a critical component of the CSM role, requiring a strong background in managing contract lifecycles. - Enable Adoption & Value: - Partner with our customers during the critical adoption phase and provide ongoing, targeted training to maximize their success. - Translate technical concepts and product updates into clear, practical value for diverse audiences. - Manage Success Metrics: - Monitor and report on key performance indicators, including churn reduction, expansion revenue, and Customer Satisfaction (CSAT), utilizing data to inform strategic account planning. - Stakeholder Mapping & Advocacy: - Identify and nurture relationships with all key decision-makers and influencers within your accounts, ensuring they receive appropriate support. - Act as the voice of the customer internally, collaborating with Product, Sales, and Support teams. - Travel: - Attend customer visits and conferences based on territory needs. This typically involves 3-5 visits per quarter. (15-20% annually) Qualifications - 4+ years of experience in Customer Success (ideally within a fast-growing SaaS startup). - Proven ability to manage complex accounts, drive renewals, and identify cross-sell opportunities. - Strong focus on achieving customer outcomes and building long-term partnerships. - Skill in navigating multiple stakeholders and a collaborative spirit for cross-functional conversations. - Ability to mitigate risk and de-escalate issues before they become critical. - Capacity to learn and support multiple products. - Proficiency in translating technical concepts into practical, customer-friendly language. - Clear, strategic communication (strong written and verbal skills) is essential for our remote environment. - Exceptional organizational skills and prioritization ability to manage multiple customers and incoming requests. - Familiarity with the following tools: Salesforce, Fathom, Hex, Google Suite, Slack, Hubspot, and Claude. Benefits - Competitive compensation and stock equity plan - Comprehensive benefits package that includes medical, dental, vision, and life insurance - Company sponsored pre-tax retirement savings program (401k) - A flexible work environment that supports working from home - Flexible PTO - Parental Leave - Home office stipend

• Build and ship end-to-end product features across frontend, backend, and internal tooling • Work closely with Customers and internal stakeholders to define product features, build prototypes and solutions end to end. • Talk directly with users and government stakeholders to understand workflows and pain points • Own projects from discovery through launch and iteration • Design scalable systems, APIs, workflows, and data models • Rapidly prototype AI-enabled features and operational tooling • Improve developer experience, product reliability, and system performance

• Own systems end-to-end: Build and extend scalable backend systems powering core product workflows using TypeScript, Java, PostgreSQL, AWS, Docker, and Terraform. • Build product-facing features: Develop intuitive front-end experiences using React and TypeScript that simplify complex government workflows. • Contribute to architecture and technical direction: Help shape decisions across services, infrastructure, and data models as we scale, and grow your scope of ownership over time. • Ship product end-to-end: Work directly with teammates and customers to design and deliver impactful features. • Improve performance and reliability: Identify bottlenecks, reduce technical debt, and continuously improve system scalability and maintainability. • Raise the engineering bar: Write clean, well-tested code and contribute to a strong engineering culture built around ownership and accountability.

• Coordinate and execute 80+ conferences, trade shows, and industry events annually • Manage event registrations, sponsorship deliverables, and speaking engagement logistics • Submit speaking proposals, session abstracts, and event materials on behalf of company executives including the CEO, COO, and VP of Sales • Plan customer dinners, happy hours, and VIP networking events around key conferences • Manage relationships with warehousing and shipping partners to ensure event materials arrive on time • Coordinate return shipping, inventory management, and event logistics post-conference • Maintain a centralized tracking system for conferences, attendees, timelines, and coverage gaps • Partner with Sales leadership on booth engagement strategy and event success planning • Create and manage Salesforce campaigns for all field marketing events • Upload and organize attendee and registration lists in Salesforce and Mobly • Ensure leads are accurately tracked, routed, and synced between Mobly and Salesforce • Assist with planning company events including Revenue Kickoff and semi-annual Sales QBRs • Support post-event reporting and operational follow-up processes

• Drive Product-Solution Ownership: Serve as the end-to-end product-solution owner for each customer installation, maintaining fidelity to the original vision across Sales, Implementation, and Customer Success. • Proactively manage scope creep and new customer requests during the implementation phase. • Customer Engagement & Technical Discovery: Engage with prospective customers during the Sales process to deeply understand their operational needs, technical environment, and integration landscape, including the third-party software vendors and systems they depend on. • Architect Custom Solutions: Design compelling, tailored solutions using the Just Appraised product suite to optimize and streamline customer workflows. • Assess the feasibility of integration approaches based on the customer's existing infrastructure, vendor constraints, and data access limitations. • Scoping & Documentation: Define the expected product functionality and scope Statements of Work (SOW’s) with detailed software and configuration specifications. • Translate ambiguous customer requests into clear, tightly-scoped technical requirements. • Ensure integration dependencies, infrastructure requirements, and vendor coordination are documented before implementation begins. • Manage Expectations: Set clear expectations for the time, effort, and cost implications of custom features or additional functionality. • Identify and communicate technical risks early, particularly when a customer's existing systems or vendor relationships may impact the integration path. • Product Expertise & Enhancement: Maintain expert-level knowledge in key product functionality. • Leverage insights and feedback from implementations to lead and champion product enhancements with the broader team. • Cross-Functional Launch Coordination: Closely collaborate with Sales, Implementation Engineering, and Customer Success to coordinate successful and timely launches, including participating in daily stand-ups, kickoff meetings, training, and User Acceptance Testing (UAT). • Vendor & Partner Navigation: Serve as a key point of coordination with third-party software vendors during implementation. Understand when vendor cooperation is required, what level of access or partnership is realistic, and how to find viable paths forward when vendor constraints exist.

• Lead the development and operation of our API platforms and shared backend systems, ensuring high availability and performance • Improve the Developer Experience by creating systems that allow our product teams to move faster • Focus on developing features in pieces, allowing the team to move quickly and build off of reusable building blocks • Work closely with stakeholders to turn evolving product needs into concrete technical roadmaps • Utilize and advocate for modern AI-augmented development tools to keep our engineering velocity high

• Integrating with heterogeneous government databases and legacy systems • Reverse-engineering APIs and data structures with limited documentation • Designing scalable pipelines to ingest and normalize messy property datasets • Automating complex onboarding workflows across multiple customer environments • Building infrastructure that ensures reliability and performance across deployments • Translating real-world operational constraints into robust system architecture • Contribute to and enhance our core Java codebase, emphasizing maintainability and clean design • Utilize scripting (e.g., Python, Bash) and automation tools (e.g., GitHub Actions) to streamline processes and extend system functionality • Design and implement robust integrations with third-party databases, APIs, and data storage systems • Partner with remote customer teams to understand their architecture and design implementation plans that prioritize scale and reliability • Serve as a trusted technical advisor, translating complex customer needs into tailored, scalable solutions • Work with cloud-based systems (AWS) to deploy, monitor, and scale applications, ensuring high performance, reliability, and security across customer environments.

• Own the Sales Cycle: Engage in outbound prospecting, primarily through cold calls from leads generated through our BDR team, targeting local government entities. • Solve Real Problems: Conduct discovery calls to deeply understand prospect challenges and demonstrate how our customized software provides effective solutions. • Close Business: Create persuasive proposals that clearly demonstrate our product's impact, driving deals to a successful conclusion. • Collaborate: Coordinate effectively with both internal and external stakeholders throughout the sales process. • Drive Engagement: Support and drive attendance to various marketing events, including conferences, trade shows, and webinars. • Achieve Goals: Meet or exceed established sales targets and activity metrics. • Manage Pipeline: Accurately track and update the sales funnel using a CRM. • Shape Strategy: Contribute to and execute the company's overall sales strategy as we scale.

• Lead and manage a team of Software Engineers. • Provide technical guidance and mentorship to develop strong design, coding, and problem-solving skills across the team. • Partner closely with different functional teams to define and execute roadmaps that result in measurable business and customer outcomes. • Hands-on coding for up to 20% of your weekly time, as team needs require. • Drive continuous improvement in engineering processes, developer experience, and delivery pipelines. • Collaborate cross-functionally with all leadership, Customer Success, and Operations to align technical initiatives with overall company strategy. • Guide critical architectural decisions focused on scalability, performance, and maintainability across our core backend and infrastructure systems. • Champion and drive high standards for code quality, testing, documentation, and overall engineering excellence.

• Own systems end-to-end: Design and build scalable backend systems powering core product workflows using Java, PostgreSQL, AWS, Docker, and Terraform • Build product-facing features: Develop intuitive front-end experiences using React and TypeScript that make complex government workflows simple and efficient • Shape architecture and technical direction: Contribute to architectural decisions across services, data models, and infrastructure as we scale • Ship product end-to-end: Work directly with product, customer success, and customers themselves to design and deliver impactful features • Improve performance and reliability: Identify bottlenecks, reduce technical debt, and continuously improve system performance and scalability • Raise the engineering bar: Write clean, well-tested code and mentor teammates to maintain a strong engineering culture