Meal Ticket

• Serving as the primary point of contact to customers during the implementation process. • Ensuring timely and successful delivery of solutions according to customer needs and objectives. • Work directly with customers to understand their requirements and provide solutions. • Identify and resolve issues during implementation and post implementation if applicable. • Maintain detailed documentation of implementation processes and client interactions. • Work closely with our data entry team to get inventory items processed, validated, and uploaded. • Mastering the setup of POS and API integrations. • Communicating with training, CS, sales, and development teams to ensure a timely and successful implementation experience. • Communicating customer feedback to necessary teams as they relate to implementations and integrations.

• Own and elevate the Operator segment across North America • Build and execute strategies maximizing customer value, retention, and expansion • Lead a high-touch regional team • Oversee tech-touch program for scalable engagement • Define and execute North America Customer Success strategy for the Operator segment • Own segment health, renewal, and expansion metrics • Design and implement tiered service models • Develop and maintain onboarding, product adoption, risk mitigation playbooks • Lead and mentor a North America Customer Success team • Define team structure, roles, and career development plans • Partner closely with Sales, Product, Support, and Implementations teams • Build a robust customer advocacy and reference program

• Optimize the end-to-end subscription billing process, ensuring accuracy, efficiency, and alignment across the customer journey and department lines. • Manage quote-to-cash systems (Salesforce + Netsuite) and billing operations support for front-line teams. • Take ownership of sales deal desk processes: supporting sales and renewals teams, addressing operational challenges, and streamlining subscription management. • Support Salesforce CPQ system’s stability and improvements to support subscription and billing processes. • Train and support sales and billing teams on CPQ best practices and updates. • Own a roadmap to drive process improvements in the integration workflow for scalability and efficiency. • Collaborate with sales, legal, and finance teams to streamline deal desk processes.

• Lead a team of DevOps engineers and applicative developers, providing technical guidance and mentorship • Oversee the team’s tasks including planning, prioritization, and execution • Design, develop, and maintain infrastructure as code using Terraform • Oversee database administration tasks, ensuring performance, reliability, and availability • Implement best practices for security, compliance, and operational excellence • Identifying and troubleshooting issues within the Marketman infrastructure, while suggesting and implementing improvements • Collaborating effectively with cross-functional teams (team leads, tech leads, developers, product owners, etc.) to ensure high-quality software releases • Improve CI/CD pipelines (github actions, azure devops), automation, and monitoring to enhance operational efficiency • Work with different technologies and tools, including: Azure Cloud, K8S, Git actions, MSSQL, MySQL, Mongo, .net supporting infrastructure, DataDog, and other internal tools • Thinking outside the box, continuously pushing for improvements and optimizations.

• Lead & grow the QA team • Own & transform QA practices • Embed quality into engineering • Leverage AI & automation for testing • Drive continuous improvement in QA processes

• Provide technical support to MarketMan global customers through phone, chat, and email. • Maintain comprehensive product expertise across the MarketMan platform. • Provide escalation support and mentorship to Tier 1 team members. • Serve as the primary point of contact for customers requiring advanced technical assistance. • Partner with Product and R&D teams to identify, document, and resolve technical defects. • Diagnose and troubleshoot POS integration issues. • Facilitate cross-functional collaboration by routing customer issues to appropriate departments. • Provide proactive status updates to customers on open cases.

• Serve as the primary point of contact for customers, focusing on maximizing their ROI with Meal Ticket's product portfolio. • Identify customer success goals, driving growth and retention, managing renewals, and providing strategic consultation. • Lead the implementation of engagement strategies across Meal Ticket's products. • Design and guide customers' success plans, advocate for their needs through Voice of Customer programs. • Monitor customer health indicators, identify at-risk accounts early, and execute proactive intervention strategies to prevent churn. • Own the full renewal cycle for assigned accounts, initiating renewal conversations and securing commitments within contract timelines. • Help customers achieve their defined success goals by demonstrating how Meal Ticket solutions solve their operational challenges.