Okendo

• Work closely with customers and internal teams to understand, scope, and build customized software solutions for Okendo’s e-commerce merchants. • Become a highly knowledgeable product and integration expert and work directly as an engineer to build and deliver technical solutions. • Support the sales and expansion teams by providing technical product expertise (API, Onboarding, security, customer data). • Support the success team as the technical SME by answering questions and designing solutions regarding custom functionality, custom reporting, data migration, enterprise plan development, and escalated support tickets. • Collaborate with tech and agency partners to evaluate, scope, and develop custom functionality for 3rd-party tech integrations. • Develop and maintain an in-depth understanding of Okendo’s products, code base, and integrations through internal training and independent research. • Partner with prospects and customers to gather technical requirements in order to recommend solutions that address their needs. • Build relationships with key customer stakeholders by serving as a technical liaison from pre-sales to post-sales. • Collaborate with the Product and Engineering teams, communicating customer feedback, product bugs, and gaps, and building custom solutions for strategic accounts.

• Help define the direction and the evolution of our customer engagement platform • Work collaboratively with engineering, design, data, and business stakeholders • Create and refine a product strategy that aligns with our broader company strategy • Own product activities from end-to-end, including writing product specs, driving cross-functional execution, and go-to-market activity • Collect & analyse relevant data & metrics to make better decisions and share learnings across the company

• Provide responsive and effective chat and email support to merchants • Complete onboarding tasks for merchants using front-end technologies • Install Okendo widgets and perform feature setup steps • Maintain a high standard of work quality • Collaborate with development team to communicate customer feedback

• Provide responsive and effective chat and email support to merchants during onboarding, post-installation, and ongoing maintenance phases. • Complete onboarding tasks for merchants, involving front-end development on Shopify storefronts (HTML/Liquid, CSS, Javascript). • Install Okendo widgets on storefronts and perform feature setup steps, including SEO optimization and integrations with other apps. • Fulfill post-install and maintenance tasks for merchants. • Customize Okendo’s widgets, install extra components, and investigate front-end bugs. • Collaborate with the development team to communicate customer feedback and identify potential product enhancements.

• Provide responsive and effective chat and email support to merchants during onboarding, post-installation, and ongoing maintenance phases. • Complete onboarding tasks for merchants, involving front-end development on Shopify storefronts (HTML/Liquid, CSS, Javascript). • Install Okendo widgets on storefronts and perform feature setup steps, including SEO optimization and integrations with other apps. • Fulfill post-install and maintenance tasks for merchants. • Customize Okendo’s widgets, install extra components, and investigate front-end bugs. • Follow Okendo's guidelines and coding practices to ensure high-quality work. • Maintain a high standard of work quality for yourself and your peers. • Actively solicit Okendo app reviews from satisfied customers. • Assist other support team members with their questions and tasks when applicable. • Contribute to the maintenance of the internal technical documentation.

• Design polished, user-friendly interfaces that align with Okendo’s design system and brand • Lead and execute end-to-end design processes: discovery, research, wire-framing, prototyping, testing, visual design, and handover • Conduct user testing and integrate feedback into product decisions • Work closely with engineers to ensure high-quality implementation of your designs • Help evolve and scale our design systems, patterns, and processes • Collaborate cross-functionally across product, engineering, marketing, and customer success • Contribute to a culture of continuous improvement, design excellence, and user empathy • Utilise Ai tools like claude, chat gpt, vercel V0, loveable to increase efficiencies in your design process, like early ideas prototyped for fast validation

• Build and maintain feature marts for machine learning pipelines, working closely with our Data Scientist to ensure production-ready data models • Design and implement data transformations using DBT, creating reliable, well-documented data pipelines from multiple source systems • Create and manage datasets that enable self-service analytics across Product, GTM, and Customer Success teams • Develop dashboards and reports in QuickSight for key stakeholders, translating business questions into actionable insights • Perform ad-hoc analyses to support product and business decisions, moving quickly to answer critical questions • Ensure data quality and reliability through testing, documentation, and monitoring • Collaborate across teams to understand data needs and deliver solutions that scale

• Own customer retention • Maintain Net Retention Revenue on assigned accounts • Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs • Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team • Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle • Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews • Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues • Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products • Maintain a high personal standard: Consistently go above and beyond, not only by providing industry-leading expertise but also by taking any touchpoint as an opportunity to reinforce the value of Okendo • Lead merchant consultations with your assigned accounts • You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite • Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products • Become an expert on Okendo’s product suite, and stay up-to-date on new products, as well as product changes, improvements, and unique merchant use cases • Maintain a high operational standard by adhering to SLAs and by keeping an eye out for operational improvement

• Own customer retention • Maintain Net Retention Revenue on assigned accounts • Be Proactive: Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies. Proactively respond to churn signals in a timely manner by following SLAs. • Strengthen Automation: Help build automated playbooks that will amplify the reach and efficacy of the CSM team. • Manage outreach campaigns based on Account Health Score and various other signals at key moments of the customer lifecycle. • Manage accounts: Manage an assigned book of business. Adhere to operational standards and SLAs. Focus areas include but are not limited to QBRs, customer emails, onboarding follow-up, and 90-day reviews. • Collaborate across departments: Work with the Support team to provide efficient and high-quality answers to customer inquiries. Work with the Onboarding team to ensure merchants are set up properly on Okendo’s platform, and work with Support Solutions Engineering to proactively detect and resolve issues. • Drive advocacy and adoption: Build strong relationships with merchants by demonstrating product value and by providing exceptional customer service. Drive adoption and education of new features and products. • Lead merchant consultations with your assigned accounts. • You will source and book demos for the Account Management team. Establish yourself as a business partner with merchants, and support expansion initiatives by articulating the value of Okendo’s product suite. • Ensure successful Onboarding-CS handoffs to ensure Merchants experience growing value from Okendo’s products.

• Own customer retention • Maintain Net Retention Revenue on assigned accounts • Work with Success team members to own the churn metric by actively taking part in defining and building retention strategies • Help build automated playbooks that will amplify the reach and efficacy of the CSM team • Manage outreach campaigns based on Account Health Score • Manage an assigned book of business. • Provide efficient and high-quality answers to customer inquiries • Drive advocacy and adoption by demonstrating product value and exceptional customer service