Malbek

• Deliver exceptional customer support by resolving technical and functional issues promptly and effectively within a SaaS CLM environment. • Support large enterprise customers by managing complex use cases, escalations, and integrations. • Leverage AI-powered tools and automation to improve issue diagnosis, response time, and overall support efficiency. • Maintain a high level of professionalism, empathy, and clear communication in all customer interactions. • Proactively develop expertise in platform features, releases, and CLM best practices to better support customers. • Collaborate with Product, Engineering, and Customer Success teams to ensure customer feedback is captured and addressed. • Replicate and troubleshoot customer-reported issues in internal environments, documenting detailed steps, behaviors, and findings.

• Drive expansion revenue within existing customer accounts by identifying, developing, and closing upsell and cross-sell opportunities. • Research customer organizations, stakeholders, and purchasing history to build informed expansion strategies. • Partner closely with Customer Success, Marketing and internal teams to align on commercial account priorities, value realization, renewals, and growth opportunities. • Build and maintain strong relationships with key customer stakeholders, including executive sponsors, to support long-term growth. • Manage commercial aspects of customer accounts, including expansion opportunities and contract discussions. • Collaborate with Customer Success on the renewal process for existing customer contracts, ensuring continuity and alignment with customer needs. • Forecast and track key account and expansion metrics, including quarterly results and pipeline. • Accurately document activities, opportunities, and customer interactions in CRM (e.g., Salesforce). • Monitor customer feedback and partner with Customer Success to address issues and ensure positive outcomes. • Stay current on industry trends, products, and evolving customer needs.

• Lead consulting, solutioning and configuration for full-cycle implementation projects from discovery through deployment • Architect complex workflow automation and approval matrixes • Design and configure configuration to meet customer use cases and requirements • Lead data migration strategies and execution from legacy systems • Create and maintain contract templates, playbooks, and clause libraries • Advise customer on how to best utilize AI feature to maximize adoption and value of the solution • Solution and participate in execution of system integrations activities with enterprise platforms (ERP, CRM, etc.) • Conduct business process analysis and optimization workshops • Perform QA testing and validation of configured solutions • Document technical specifications and configuration decisions • Facilitate product training • Guide customers through best practice recommendations • Potential to lead as project manager on smaller scale implementations

• Lead and facilitate requirements-gathering sessions with business stakeholders to understand current processes, pain points, and desired future state. • Translate business needs into clear, comprehensive business, functional, and technical requirements. • Analyze and map existing contract processes; recommend improvements using CLM best practices. • Collaborate with implementation teams to validate solution design, configuration decisions, and alignment with documented requirements. • Conduct gap analyses and propose alternative approaches when requirements or expectations do not align with system capabilities. • Develop process flows, user stories, acceptance criteria, and supporting documentation. • Support project managers in defining scope, milestones, risks, and dependencies to ensure successful and timely project delivery. • At times, you are the project lead, responsible for managing project tasks and timeline, working closely with your manager. • Participate in user acceptance testing by creating test scenarios, validating functionality, and logging issues. • Provide guidance to customers on maximizing value through standardized processes, automation, and optimized solution use. • Perform system configuration and integration tasks. • Assist with end-user training and change management activities to promote adoption and confidence in the solution. • Contribute to internal knowledge base content, best practice documents, and repeatable implementation methodologies. • Partner with Product and Engineering teams by sharing insights on customer needs, recurring use cases, and opportunities for product enhancement. • Provide subject matter expertise on CLM capabilities and configurations to support cross-functional initiatives. • Obtain expert level knowledge in the Malbek CLM solution; be responsible for maintaining product knowledge with each release of the software. • Leverage AI for implementation efficiency. • Support system integration partners as team members.