Patch My PC

• Own the post-sales lifecycle for a portfolio of channel-sourced customer accounts, supporting onboarding, renewals, expansion opportunities, licensing, and ongoing partner success. • Serve as the primary Patch My PC contact for the end-user customer while coordinating with the originating partner on renewals, upgrades, deal registration, and other commercial activities. • Partner closely with the Partner Development Manager to align on renewal strategy, expansion opportunities, and partner engagement for any account where the partner maintains an active commercial stake. • Build trusted relationships with partners and customers by providing timely communication, proactive guidance, and a consistently high-quality experience. • Maintain clean CRM hygiene across your portfolio, ensuring device counts, renewal dates, partner tiers, and partner attribution are accurately recorded and visible to the broader commercial team. • Serve as the voice of the customer within the partner relationship, surfacing adoption signals, health indicators, and satisfaction feedback that help the partner team strengthen its overall account strategy.

• Help monitor and respond to inbound customer chat inquiries, routing as needed • Assist with completing basic customer/vendor forms (RFIs, ACH requests, etc.) • Support task management for Account Managers (e.g., out-of-office coverage) • Help manage account assignments by reviewing data (duplicates, geography, device counts) • Partner with Finance to assist with invoice requests and customer follow-ups • Assist in identifying and resolving duplicate Accounts and Contacts in Salesforce • Support cleanup of Opportunities (ownership, stages, close dates, and related records) • Update and maintain Account information, including billing details and key attributes • Help validate customer and sales data using Method (former CRM) when discrepancies arise • Document repeatable processes and data cleanup steps • Support ongoing data governance efforts • Participate in identifying opportunities to improve data quality and operational efficiency

• Lead, coach and mentor a global team of Customer Engineers • Drive organizational change that supports scalable growth by improving standardization, reducing friction, and creating more consistent experiences for both team members and customers • Cultivate a team culture rooted in trust, accountability, humility, and proactive communication • Drive pre-sales technical enablement in partnership with Sales to support new business growth • Partner with leadership on strategic planning and contribute to cross-functional initiatives that align with long-term business goals • Conduct regular 1:1s and performance reviews with a focus on career growth and continuous learning • Stay hands-on with tools, systems, and technologies to provide real-time support and leadership • Act as the escalation point for complex or high-priority customer issues, balancing technical resolution with excellent service • Serve as the Voice of the Customer internally and drive initiatives to anticipate and address emerging customer needs • Stay informed on industry trends, Microsoft technologies, and customer environments to coach the team effectively • Guide the team in navigating complex technical problems related to Windows, Azure, Configuration Management, and software deployment environments

• Write secure, maintainable, production ready code that meets internal standards and industry best practices • Enhance and extend existing products including complex reporting queries, large dataset processing and Microsoft Graph or third party API integrations • Design and build scalable APIs that integrate with internal and external services • Contribute across the stack including backend services and React based frontend functionality • Translate product requirements into clear technical designs and implementation plans • Communicate progress effectively through standups and written updates • Apply security best practices to protect customer and internal data • Ensure thorough testing, participate in code reviews and proactively resolve defects and performance issues • Mentor teammates and share technical knowledge across business units

• Own and manage relationships with assigned Channel Partners (MSPs, resellers, distributors), serving as the primary commercial point of contact. • Drive revenue growth and retention through partners by proactively managing renewals, identifying expansion opportunities, and supporting partner‑led new business. • Act as a trusted advisor to partners, aligning Patch My PC solutions to their business models, customer needs, and go‑to‑market strategies. • Retain responsibility for the end‑customer experience when customers engage directly, including onboarding support, issue resolution, commercial questions, and escalations, in coordination with the partner. • Orchestrate partner‑led opportunities end‑to‑end, including pipeline management, forecasting, and contract negotiations, while collaborating closely with internal teams. • Build strong product and industry knowledge to effectively position value, identify expansion opportunities, and support both partners and customers. • Maintain accurate account, opportunity, and pipeline data in Salesforce to support forecasting, prioritization, and partner execution.

• Build and nurture client relationships, ensuring customer satisfaction and long-term retention. • Act as a trusted advisor, understanding client needs and aligning them with our solutions. • Identify upsell and cross-sell opportunities to drive revenue growth and increase account value. • Manage renewals and contract negotiations, ensuring a seamless client experience. • Address client inquiries, resolve issues, and proactively offer solutions to improve engagement. • Stay updated on industry trends and competitor offerings to provide strategic recommendations to clients. • Ability to prioritize tasks and manage multiple accounts effectively.

• Build and nurture client relationships, ensuring customer satisfaction and long-term retention. • Act as a trusted advisor, understanding client needs and aligning them with our solutions. • Identify upsell and cross-sell opportunities to drive revenue growth and increase account value. • Manage renewals and contract negotiations, ensuring a seamless client experience. • Address client inquiries, resolve issues, and proactively offer solutions to improve engagement. • Stay updated on industry trends and competitor offerings to provide strategic recommendations to clients. • Ability to prioritize tasks and manage multiple accounts effectively.

• Serve as the primary marketing contact for strategic channel partners, distributors, and reseller relationships across North America and EMEA • Partner closely with Account Managers and Partner Sales team to develop and execute joint go-to-market plans aligned to growth objectives • Manage a high volume of partner marketing activities, requests, campaigns, and enablement initiatives across multiple stakeholders and geographies • Plan and execute co-branded marketing campaigns including webinars, virtual events, email campaigns, digital programs, field marketing activities, and partner-led demand generation initiatives • Coordinate partner participation in industry events, trade shows, partner conferences, and regional marketing activities • Administer and track MDF (Market Development Funds), incentive and co-marketing programs, including proposal review, budget tracking, ROI measurement, and reporting • Collaborate with marketing stakeholders to adapt messaging, content, and campaign assets for channel partner use • Develop partner-facing sales and marketing materials, campaign toolkits, presentations, and enablement resources • Drive partner engagement through regular communication, marketing planning sessions, and quarterly business reviews • Monitor and report on partner marketing performance metrics including campaign engagement, lead generation, pipeline influence, and ROI • Help improve and scale partner engagement processes, workflows, and operational efficiency as the channel organization grows

• Build and nurture client relationships, ensuring customer satisfaction and long-term retention. • Act as a trusted advisor, understanding client needs and aligning them with our solutions. • Identify upsell and cross-sell opportunities to drive revenue growth and increase account value. • Manage renewals and contract negotiations, ensuring a seamless client experience. • Address client inquiries, resolve issues, and proactively offer solutions to improve engagement. • Stay updated on industry trends and competitor offerings to provide strategic recommendations to clients. • Ability to prioritize tasks and manage multiple accounts effectively.

• Build and nurture client relationships, ensuring customer satisfaction and long-term retention • Act as a trusted advisor, understanding client needs and aligning them with our solutions • Identify upsell and cross-sell opportunities to drive revenue growth and increase account value • Manage renewals and contract negotiations, ensuring a seamless client experience • Address client inquiries, resolve issues, and proactively offer solutions to improve engagement • Stay updated on industry trends and competitor offerings to provide strategic recommendations to clients • Ability to prioritize tasks and manage multiple accounts effectively