Personified

• Partner with the CTO and leadership team to define Personified's AI strategy: where we invest, what we offer clients, and how we build internal capability over time • Identify, evaluate, and pilot AI tools and platforms that improve how Personified delivers service — across ticketing, triage, documentation, client communication, and operations • Build and own the internal AI infrastructure that supports Personified's team: tooling, workflows, integrations, and governance around how AI is used day-to-day • Develop and lead Personified's external AI offerings — working with the sales and partnerships teams to shape what we bring to clients and how we position it • Stay current on the AI and MSP landscape; bring informed, opinionated recommendations on where the market is going and where Personified should be ahead of it • Establish standards and guardrails for responsible AI use internally and in client-facing contexts based on industry standard frameworks • Design, develop, and deliver internal training programs on AI tools, platforms, and workflows as the offerings and landscape evolve • Build and lead external, client-facing AI training programs — helping clients understand, adopt, and get value from AI in their own organizations • Create training content and curricula that scale: recorded sessions, written guides, structured onboarding, and repeatable delivery formats • Write documentation that a successor or new team member could pick up and use without your help • Partner with Client Support, IT Operations, and Engineering leads to ensure training reflects how the team actually works and what clients actually need • Track training outcomes and iterate — measure what's landing and adjust accordingly • Serve as Personified's internal subject matter expert on AI adoption, helping staff build confidence and capability over time

Role Description The Operations Analyst supports three core areas of the business: client operations, resale, and systems administration. Day-to-day, that means managing renewal pipelines, generating quotes, processing orders, maintaining Halo PSA, and maintaining the reports and documentation our teams rely on. This role is a great fit for someone who's highly organized, picks up new tools quickly, and wants broad exposure to how an MSP operates. This position reports directly to the VP, Client Operations. Key Responsibilities - Client Operations - Manage the full client renewal lifecycle: track key dates, coordinate outreach, draft renewal SOWs, and drive documents through to client signature. - Maintain structured notes, follow-up reminders, and process documentation to keep client-facing teams aligned and prepared. - Support time tracking validation and reporting to ensure accuracy for client billing and internal analysis. - Maintain Google Sheets to support forecasting, renewals, monthly invoicing, and operational insights. - Identify and document process improvements within Client Operations, making workflows more repeatable and scalable. - Hardware & Software Resale - Generate accurate hardware and software quotes using distributor portals (Ingram Micro, Pax8, and D&H) and vendor partner programs. - Process purchase orders and coordinate with vendors to ensure timely delivery; proactively update clients and internal stakeholders on order status. - Manage client software license renewals across platforms including Google, Microsoft, and Meraki. - Maintain detailed records of quotes, orders, and vendor agreements in Halo PSA and Google Drive. - Resolve order discrepancies and procurement inquiries efficiently and professionally. - Keep the team equipped with up-to-date product documentation, including vendor details, SKUs, key specs, manufacturer promotions, and end-of-life notices. - Systems Administration & Support - Support ongoing configuration, maintenance, and day-to-day upkeep of Halo PSA. - Help with data review and data pulls from existing tools and support transfer to Halo PSA, ensuring information is accurate, consistent, and readily available to support reporting and decision-making. Qualifications - Highly organized, detail-oriented, and reliable. - Able to manage multiple workstreams and shifting priorities without dropping the ball. - Clear, professional communicator. - Curious about how things work, with a genuine interest in process improvement and operational efficiency. - Strong Google Sheets skills: comfortable with data organization, tracking, and building clear reports. - Analytical thinker who's willing to develop familiarity with the technical products and solutions we sell. - Experience with CRMs, PSA tools, or other operational/documentation systems is a plus. Benefits - Remote work environment - Competitive pay - Healthcare packages contributed to by Personified - Optional 401K matched by Personified - Cell phone stipend - Annual learning & development stipend

• Direct the development and coordination of internal and external projects with the support of the Technical Programs Team. • Support and manage coordination between internal team and external clients to ensure capacity is dedicated to critical projects, priorities are aligned, and all project timelines and deliverables are met. • Maintain meticulous records of projects, properties, and needs across clients and programs — including issues, risks, decisions, and schedules. • Ensure clients’ IT and security needs are met as their organizations evolve. • Engage directly with clients to ensure they achieve compliance with digital security and that their IT needs are met. • Develop and maintain strong, effective working relationships with clients. • Assist with new client onboarding and ensure Personified delivers on major projects identified at the start of the client engagement. • Facilitate client check-ins, quarterly review calls, and draft written communications. • Identify patterns within client tickets and calls and propose responses/solutions. • Ensure clients receive services within their scope of work. • Support the Technical Programs team with client administrative tasks, as needed, including creating documents, updating templates, client communications and organizing data. • Collaborate with theSupport Strategy, Policy & Trainings teamIT Systems & Knowledge Manager to create and updatewith internal documentation and file organization. • Bring excitement and enthusiasm to other responsibilities, duties, and projects where your support and engagement is required.

• Lead, mentor, and develop a high-performing client service delivery team • Conduct regular project status reviews and provide strategic guidance • Develop and maintain strategic customer accounts through active management • Create and execute comprehensive strategic account plans • Define and implement best practices for project management

Who We Are We’re Personified: a managed IT + cybersecurity services provider for campaigns, non-profits, and mission-aligned organizations. Our mission is to lead technology and security programs for our clients, enabling them to focus on their mission-critical work. We act as an extension of our client teams — we handle all the responsibilities a traditional internal IT team would. We’re in our clients’ Slacks, we’re on a first-name basis with them (and their pets), we’re new hires’ first point of contact, and we’re the first stop for tech and cybersecurity issues. We aim to build trust, and we leverage this to keep the bad actors out. Some of the biggest names in the progressive space have leaned on us as their trusted IT + cybersecurity partner. We are looking for top IT talent as we continue to scale our team. About the Role The VP, Customer Success is a key leadership role responsible for the strategic oversight and successful execution of all technical programs across Personified. This position will lead and mentor a team of Technical Programs staff, ensuring the delivery of high-quality and impactful projects that meet client expectations and exceed business objectives. The ideal candidate will be a visionary leader with a proven track record of success in managing complex projects, building and motivating high-performing teams, and driving continuous improvement. This role will report to the CEO or CTO. Responsibilities Overview: Account Management & Client Leadership - Set strategy and goals: Develop and implement the overall customer success strategy, aligning it with company objectives and setting key performance indicators (KPIs). - Drive revenue growth: Focus on increasing renewal rates and revenue through upsells and cross-sells by identifying opportunities and ensuring customers see value in the product. - Define and lead the long-term strategy for account management and technical program management, ensuring Personified’s project delivery model scales effectively across clients and business lines. - Serve as the ultimate backstop for client issues, providing executive-level oversight and intervention when complex challenges arise. - Establish and maintain strong relationships with key clients, deeply understanding their goals, challenges, and operational needs. Act as both a strategic partner and expert project manager to ensure successful delivery and sustained client trust. Internal Leadership & Technical Program Management - Lead and develop the team: Recruit, hire, train, and mentor customer success managers and leaders to build a world-class team. - Establish operational rigor: Implement and scale processes for customer onboarding, adoption, renewals, and support to ensure efficiency and consistency. - Track and report on performance: Establish systems for tracking key metrics such as delivery performance and resource utilization, and report on customer success performance to the executive team and board. - Champion the "voice of the customer": Represent customer needs and feedback in leadership meetings and influence product roadmaps and sales strategies. - Standardize work product, establishing consistent processes, documentation, and success metrics for all technical initiatives. - Oversee coordination of contractor and vendor work to ensure alignment with internal project standards, timelines, and quality expectations. - Define and implement best practices and methodologies for project management across the organization. - Collaborate with Finance and Operations leadership to align project capacity, staffing, and forecasting models with strategic priorities. - Proactively identify and mitigate potential risks and challenges related to project delivery. - Identify and implement process improvements to increase efficiency, reduce costs, and enhance overall project success. - Serve as a thought partner to the executive team on organizational scalability, systems, and cross-functional process design. - Lead organizational resource management efforts, ensuring effective allocation of staff, time, and budget across active projects to balance capacity and maintain delivery quality. - Other duties as assigned. Qualifications - Minimum 10 years of experience working in Customer Success, leading a customer success department with proven performance and specific revenue goal achievement (typically set by the company interviewing for such a position). - Experience in project or technical program management, including at least 5 years in a senior leadership or executive capacity overseeing multiple cross-functional teams. - Proven experience in managing complex, organization-wide technical programs and scaling project operations. - Strong analytical and problem-solving skills with the ability to think strategically and creatively. - Deep understanding of project management methodologies (e.g., Agile, Waterfall) and best practices. - Experience in building estimates and project plans, and tracking & managing burn, margin, etc. - Strong leadership, mentorship, and coaching skills. - Excellent communication, interpersonal, and presentation skills, with the ability to influence at all levels of the organization. - Demonstrated success in standardizing systems, processes, and reporting for technical delivery and capacity planning. - Experience with project management software tools (e.g., Monday.com, Asana, Jira). - Experience in the IT/technology industry is highly preferred. - Experience working with clients in the non-profit or political/campaign space is a plus. - Bachelor’s degree required; advanced degree in business, operations, or technology preferred. - Project Management Professional (PMP) certification is a plus. Benefits - Remote work environment - Healthcare packages contributed to by Personified - Optional 401K matched by Personified - Cell phone stipend - Annual learning & development stipend

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process, leaving detailed notes for other staff to reference. • Communicating with users directly via Google Meet, Zoom, or Phone Call • Installing, configuring, and mentoring end users on client-approved software • Maintaining and coordinating IT training support for new client staff, as requested or scheduled • Assisting in improving existing IT automation tools and workflows • Removing adware, spyware, and viruses as detected on client hardware • Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel • Responding to tickets and maintaining ticket system notes to identify chronic problem areas and measure program effectiveness • Providing coverage during peak support times, team PTO, or increased client demand • Willingness to work outside of normal business hours on an as-needed basis • Assist with inventory management of client-owned technology, including organizing equipment, tracking inventory levels, and supporting related tasks as needed • Troubleshoot on-site video conferencing and network equipment (e.g., Zoom Rooms, conference cameras, microphones, switches, and wireless connectivity) • Other duties as needed

• Solving end user issues quickly and efficiently, with a strong emphasis on providing a great service experience throughout the issue resolution process - leveraging video conferencing and phone support as needed • Responding to tickets, and maintaining ticket system and service notes to identify chronic problem areas and measure program effectiveness • Performing deep-dive troubleshooting across Windows/Mac OS, network, and SaaS platforms. • Assisting with tool migrations and rollouts • Investigating phishing reports, suspicious logins, and endpoint alerts • Supporting SSO, MFA, conditional access, and identity governance controls • Creating and maintaining documentation of IT procedures and policies • Installing, configuring, and mentoring end users on client-approved software • Maintaining and coordinating regular IT training sessions with new client staff • Assisting in improving existing IT automation tools and workflows • Removing Adware, Spyware, and Viruses as detected on client hardware • Coordinating with client HR / Ops staff to set up accounts and workstations for new personnel • Willingness to work outside of normal business hours as required • Willingness to travel as required • Other duties as needed

• Track and maintain accurate client pipeline, renewals, and contract statuses, ensuring data integrity across systems. • Support renewal preparation and contract coordination, including documentation readiness and internal handoffs. • Maintain structured notes, documentation, and follow-up reminders to support client-facing teams. • Assist with time tracking processes, validation, and reporting to support client billing and internal analysis. • Create and maintain spreadsheets and reports (Google Sheets) to support forecasting, renewals, and operational insights. • Coordinate and document client operations workflows, ensuring processes are clear, repeatable, and well-documented. • Support ongoing process improvement efforts within Client Operations through data analysis and documentation. • Provide administrative and analytical support to Finance, including: Data validation and reconciliation, Report preparation, Cross-checking contracts, renewals, and time tracking inputs, Maintain organized digital file systems, shared drives, and documentation repositories. • Assist with internal reporting needs and ad hoc operational projects. • Support operational consistency by helping maintain standard operating procedures (SOPs) and internal documentation. • Maintain and update CRM & Client records, partnership pipeline data, and documentation, ensuring accuracy and completeness. • Support contract preparation and renewal tracking related to partnerships (non-sales execution).

• Actively contribute to and execute the overall partnership strategy, identifying, evaluating, and prioritizing opportunities through in-depth market research. • Develop lead-gen targeting lists and conduct outbound to drive new client acquisition. • Independently manage the full lifecycle of assigned partnerships, from initial prospect calls to the proposal and pitch process through contracting. • Help develop and draft memos, proposals, pitch decks, and related collateral in collaboration with Partnership team, delivering first-rate materials that target an audience of C-Suite executives. • Build and maintain strong, collaborative relationships with key decision-makers at partner organizations, acting as their primary contact. • Lead negotiations for standard partnership agreements, securing mutually beneficial terms with Director oversight for complex deals. • Regularly track, analyze, and report on partnership KPIs, identifying trends, generating insights, and recommending optimizations. • Own and maintain accurate partnership information within the CRM, including deal stages, communications, and renewal tracking. • Actively participate in industry events and networking functions to build brand awareness and expand the partnership pipeline. • Proactively identify and implement improvements to internal workflows, documentation, and standard operating procedures. • Contribute to a collaborative and inclusive team culture, with the potential to take on staff management responsibilities as the Partnerships team grows.