Ketch

• Serve as the primary technical support resource for European customers • Partner with the Professional Services team on customer implementations • Work directly with customer developers, IT teams, and data engineers • Use tools like Postman to troubleshoot API calls • Investigate and resolve issues across JavaScript, HTML, CSS, and front-end behavior • Document fixes, known issues, and reusable solutions • Provide hand-off and continuity coverage to the US and India support teams • Escalate to engineering when appropriate

• Provide high-quality technical support to Ketch customers. • Partner closely with Professional Services team on technical solutions. • Balance reactive support work with proactive engagement. • Work directly with customer engineering teams, developers, and IT stakeholders. • Serve as a primary technical support resource for US-based customers on East Coast hours. • Own ticket resolution end-to-end across web technologies, APIs, SDK integrations, and platform configuration. • Document fixes, known issues, and reusable solutions for broader teams. • Escalate to engineering when appropriate, while owning customer communication and resolution timelines.

• Pipeline Generation – Source and qualify new business opportunities that fit our ICP. Develop roughly 30% of your annual book of business. Advance inbound and partner generated opportunities. Maintain appropriate pipeline hygiene and coverage. • Relationship Development – Gain a deep understanding of the target customer’s business, relevant processes and challenges. Ensure the right questions are being asked and answered. Bring unique value to every interaction. Develop relationships with multiple buying personas within the account. • Value Framing – Connect a prospect’s business objectives (both functional and corporate) with the Ketch solution. Do the math. Construct a compelling business case. • Sales Execution – Conduct effective account discovery. Apply MEDDPICC throughout the sales cycle. Develop pitch and proposal material as appropriate. Make responsible, effective use of company assets. Handle objections. Document activities in Salesforce. Drive opportunities to Closed/Won. • Product Knowledge – Develop high-level functional and technical understanding of Ketch products. Align product demonstrations to customer needs.

• Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer. • Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes. • Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements. • Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion. • Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.

• Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer. • Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes. • Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements. • Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion. • Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.

• Carry a personal quota and close enterprise deals, modeling best practices for the team from discovery through negotiation to close. • Recruit, develop, and retain high-performing Account Executives. • Drive AE-led outbound pipeline generation with clear activity expectations and accountability. • Build and refine the sales playbook: discovery frameworks, competitive positioning, objection handling, pricing strategy, and new hire onboarding. • Develop a strong functional and technical understanding of Ketch products and how they differentiate from competitive offerings. • Monitor enforcement actions, new regulations, and market trends to sharpen positioning and urgency in the sales cycle.

• Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer. • Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes. • Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements. • Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion. • Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team.

• Facilitate the complete end-to-end customer experience. • Oversee and run the resolution of critical technical issues, ensuring prompt and complete problem-solving to technical challenges and business issues. • Demonstrate the ability to research, document, and prioritize customer issues, leveraging internal tools and escalation teams as necessary, as well as prioritizing and managing time effectively in a fast-paced environment. • Provide expert guidance to customers on best practices for deploying, scaling, and maintaining applications on the Ketch platform. • Work closely with the engineering and product teams to escalate and advocate for customer needs, contributing to improving Ketch’s services. • Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers. • Create knowledge base materials dedicated towards operational efficiency, while also empowering and enabling the greater support community.

About Ketch Ketch is redefining responsible data use for the AI era. Our Data Permissioning Platform helps companies manage data privacy, consent, and compliance—while enabling privacy-safe data activation across devices, systems, and third-party applications. Global brands rely on Ketch to support GDPR, CCPA/CPRA, and modern data governance initiatives. About the Role This is an early, hands-on hire for the UK/EU region where flexibility is essential. You will own the end-to-end customer experience for regional customers — blending technical onboarding/implementations, in-timezone support coverage and post-implementation success. The role is broad by design. You’ll handle tactical ticket and onboarding work, act as an escalation partner for technical issues, and develop customer relationships that drive adoption and expansion as our EMEA book grows. What you’ll do - Run discovery, solution design and configuration to lead technical onboarding and accelerate time-to-value. - Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team. - Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements. - Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion. - Identify and surface expansion opportunities and work with Sales to execute upsell/cross-sell motions. Skills - Technically astute with strong understanding of SaaS concepts, integrations and practical troubleshooting. - Proven delivery of implementations and high-quality customer-facing deliverables. - Strong customer and stakeholder management, able to lead executive conversations and translate technical detail into business impact. - Excellent written and verbal communication and a pragmatic, bias-for-action approach. - Fluency in English and French is required. Any additional European languages is a strong plus. Requirements - At least 5 years’ experience in customer success, professional services, support engineering, solutions consulting or a related customer-facing technical role at a cloud/SaaS company, with evidence of managing larger customer relationships. - Prior experience building out customer functions/operations or working in early-stage customer environments is highly desirable. - Willingness to work flexible hours (including late/evening overlap) to collaborate with US teams is essential. - Comfortable operating autonomously and in ambiguity, with a strong sense of ownership and cross-functional collaboration. - Legally authorized to work in the UK - Bachelor’s degree required

• Pipeline Generation – Source and qualify new business opportunities that fit our ICP. Develop roughly 30% of your annual book of business. Advance inbound and partner generated opportunities. Maintain appropriate pipeline hygiene and coverage. • Relationship Development – Gain a deep understanding of the target customer’s business, relevant processes and challenges. Ensure the right questions are being asked and answered. Bring unique value to every interaction. Develop relationships with multiple buying personas within the account. • Value Framing – Connect a prospect’s business objectives (both functional and corporate) with the Ketch solution. Do the math. Construct a compelling business case. Pain the picture of a better future. Tell the story. • Sales Execution – Conduct effective account discovery. Apply MEDDPICC throughout the sales cycle. Develop pitch and proposal material as appropriate. Make responsible, effective use of company assets. Handle objections. Document activities in Salesforce. Drive opportunities to Closed/Won. • Product Knowledge – Develop high-level functional and technical understanding of Ketch products. Align product demonstrations to customer needs.