Mogli

• Provide first-line technical support for the Mogli SMS & WhatsApp application via email, text, virtual meeting, phone, or chat, ensuring client success with Mogli products and services. • In our collaborative remote environment, actively contribute to team success by sharing knowledge, participating in team training, and working closely with the team on troubleshooting. Contribute to team meetings by identifying internal issues, proposing process improvements, and actively participating in discussions. • Troubleshoot complex issues, working with senior support team members to diagnose and identify bugs when necessary, and escalate unresolved issues to the Technical Support Manager promptly and efficiently. • Leverage your Salesforce and Mogli products knowledge to assess client needs and craft appropriate solutions. • Advocate for client priorities internally within the Mogli team. • Maintain accurate client information in Salesforce Cases to track progress toward KPIs and ensure seamless cross-department communication. • Develop and update our internal knowledge base and blog posts, contributing content to the Mogli support community. • Configure Mogli and implement basic, pre-packaged automations. For complex or custom automation requirements (such as advanced Flows), manage the handoff process to the Solutions Engineering team, ensuring a seamless experience for the client. • Actively participate in the product release cycle by testing new package versions in demo environments, confirming bug resolutions, and documenting changes to feature functionality or naming conventions; closely monitor and follow new patch releases. • Recognize and understand new features/releases in our products and Salesforce; communicate changes in Salesforce that create a potential need for changes in our product.

• Understanding, documenting, training, and executing accounting and sales processes, updating and managing database records, agreements, and invoicing. • Create and send all invoices in Quickbooks in accordance with the documented process. • Proactively monitor customer subscriptions for accuracy and conformance to sales order management and revenue policies. • Serve as the first line of technical support for CPQ, escalating to Operations Manager or Salesforce Administrator when necessary. • Follow-up with clients when invoices exceed certain days outstanding and manage collections as a part of Mogli’s Accounts Receivable process and team. • Complete Partner Orders within Salesforce for new, renewing, changing, and churning clients. • Reporting on AR status to leadership on a weekly basis. • Perform data analysis for regular reporting to leadership on current sales trends using both Salesforce, Quicksbooks, and other data as available. • Complete weekly reconciliation of Salesforce invoices against Quickbooks invoices; and Salesforce license values against Salesforce CPQ ARR values. • Monitor the accuracy and efficient distribution of sales reports and other intelligence essential to the sales organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed. • Manage Salesforce data for cleanliness and integrity; conduct data quality audits. Work closely with sales & operations management to optimize the effectiveness of our technology investments. • Assist with vendor setup - forms, ACH forms, third-party payers, vendor platform setup, etc. • Complete churn process, in collaboration with other teams, to end renewals, update partner order, and complete all other process steps. • Proactively identify opportunities for sales process improvement. • Completes special projects as assigned.

• Drive the full onboarding lifecycle from kickoff to go-live, manage timelines and risks, and ensure seamless client transitions (handoffs) to the Client Success team with complete contextual information. • Independently implement standard Salesforce and Mogli configurations, translate technical knowledge for precise client configurations, complete the technical implementation of Mogli SMS, and troubleshoot technical issues, escalating to Technical Support as needed. • Promote client success by implementing a dynamic onboarding program and training curriculum, providing customized training sessions that are tailored to the client's specific business use cases, and educating clients on industry regulations like SMS messaging carrier requirements. • Analyze common implementation patterns and challenges to propose concrete, repeatable process improvements for the Onboarding program. • Communicate clearly and consistently with clients, proactively manage expectations, provide timely updates throughout the journey, and record and resolve client questions and problems via Salesforce Cases within the contracted SLA. • Maintain strong internal cross-team communication (Sales, Client Success, Product) to align on requirements and action items, contribute to a self-serve knowledge base for product adoption, and continually advance professional and technical knowledge.

• Initiate the renewal review process 120 days prior to renewal. • Verify that renewal opportunities have correct close dates and product line items. • Audit all mid-contract opportunities and amendments to ensure recurring products and updated pricing are accurately reflected on upcoming renewals. • Send 120-day renewal alert emails to clients. • Partner with Account Managers to audit and refine CPQ quotes for upgrades, add-ons, and Multi-Year Deals (MYD); provide technical assistance to ensure quote configurations, pricing tiers, and discounting logic are accurate. • Review customer subscriptions for accuracy and conformance to sales order management and revenue policies. • Manage Salesforce data for cleanliness and integrity; conduct data quality audits. Work closely with AM & operations management to optimize the effectiveness of our technology investments. • Perform weekly follow-ups on outstanding signatures and Purchase Orders (POs) with the account management team. • Identify accounts without "Auto-Renew" clauses and proactively communicate with AMs to support the management of the Service Order Form (SOF) signature process. • Generate monthly usage reports (both summary and detailed) for required clients and provide them to the relevant Account Manager to send to client contacts. • Conduct ad-hoc audits to reconcile messaging data between Salesforce and third-party messaging partners, investigating and resolving usage log discrepancies to ensure data transparency and billing accuracy. • Maintain expert knowledge of ever-changing A2P compliance and regulations; coordinate directly with messaging partners to validate registration details and clearly communicate necessary requirements to the Account Management team. • Facilitate phone number registration (post-onboarding) for all gateway types, which may include direct communication with clients and messaging partners to ensure “first-time right” submissions and resolve rejections. • Complete additional account management administrative tasks as assigned. • Provide real-time updates for renewal invoices during Accounting calls and troubleshoot billing discrepancies. • Provide backup support to Sales Operations Specialist including sending invoices using the Mogli Accounts Receiveable processes, managing invoice-related outreach via the Accounting inbox using established templates (e.g., Mogli Renewal Signature Request), ensuring all client-facing details are customized and accurate. • Perform data analysis for regular reporting to leadership on current sales trends using both Salesforce, Quicksbooks, and other data as available. • Monitor the accuracy and efficient distribution of sales reports and other intelligence essential to the sales organization. Recommends revisions to existing reports, or assists in the development of new reporting tools as needed. • Support Client Churn Process. • Proactively identify opportunities for process improvement. • Completes special projects as assigned.

• Supports and maintains Mogli’s internal Salesforce instance, providing ongoing support to teams • Technical maintenance and enhancing the features and functionality of the system • Collaborates with teams to streamline system processes to promote data integrity and accuracy • Onboarding & Offboarding: Manage the full lifecycle of user access, including new hire setup, deactivations, and license management • Permissions Management: Maintain roles, profiles, permission sets, and public groups to ensure appropriate access levels across the organization • Troubleshooting: Serve as the first line of defense for user issues, resolving login errors or permission blockers • Data Hygiene: Perform regular database maintenance tasks, including diagnostic tests, duplicate data cleansing, and data integrity checks • Mass Updates: Execute data updates and migrations using tools such as Dataloader, Workbench, and spreadsheets/pivot tables • System Monitoring: Monitor Apex jobs and other system alerts to ensure technical health • Ticket Resolution: Execute assignments and own user troubleshooting requests that have been triaged by the Salesforce Platform Manager • Reports & Dashboards: Fulfill user requests for new or updated reports and dashboards to support business intelligence needs • Feature Configuration: Utilize best practices to complete configuration changes including Flow, custom fields, and page layouts • Minor Updates: Manage smaller Salesforce modification requests that do not require complex architectural redesigns • Process Documentation: Draft and revise Salesforce documentation of processes for teams • Training Materials: Create training materials and provide user training (individual or group) • Communication: Clearly communicate the status of requests to users across departments to ensure transparency • Task Tracking: Follow the process outlined by the Salesforce Platform Manager to track the current status of all tasks for visibility within the operations team • CPQ Support: Provide support for the CPQ process and architecture • Release Readiness: Assist in evaluating and installing new Salesforce releases, ensuring the system is prepared for upgrades • App Evaluation: Support the evaluation of 3rd party tools and new features as they become relevant • Proactive Process Management: Identification of gaps and suggestions for improvements • Change Management: Supporting change management communications relating to system updates