The Renaissance Network, Inc.

• Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers based on segmentation and identified goals and objectives • Ensure that customers are continuously delighted throughout their journey with Renaissance • Regularly contributes to the identification and documentation of risks, applying knowledge of local customer and territory context; Escalates risk appropriately with some oversight • Collaborate with cross-functional team (e.g., Sales, Customer Support, Customer Education), to support customers. Contribute to revenue growth through customer advocacy and success stories • Facilitate or manage support/ product/ experience related customer challenges • Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals • Drive advanced product adoption strategies across customer base, supporting the development and implementation of scalable solutions for common customer challenges • Analyze customer feedback patterns and success metrics to provide actionable insights to CS leadership, contributing to product strategy and customer experience improvements • Execute sophisticated retention strategies through proactive risk assessment and mitigation planning, while monitoring customer accounts to address any signs of dissatisfaction or potential churn • Monitor new customers through the onboarding process, ensuring a smooth transition • Deploy many communication strategies to engage customers and engage • Lead customer strategies for personalized engagement operating with greater independence • Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support

• Work with engineering, security & governance teams to improve observability, reliability, resiliency, auditability of our systems and minimize/prevent downtime. • Contribute to infrastructure-as-code using Terraform & CloudFormation. • Support CI/CD pipelines which ensures the prompt release of high-quality software. • Collaborate with cross-functional teams to resolve infrastructure issues. • Perform Disaster Recovery exercises on our products. • Explore and integrate AI tooling into the SRE workflows. • Be part of an on-call rotation & support off hour incidents & deployments. • Demonstrates strong skills in giving constructive feedback through coaching even without direct reports.

• Manage customer support interactions across multiple channels (phone, chat, email) with professionalism, empathy, and active listening to fully understand issues before proposing solutions • Troubleshoot common technical issues including login problems, browser compatibility, and basic connectivity within established SLA timelines • Resolve routine inquiries, conduct product walk-throughs, and provide accurate information through comprehensive research and knowledge base utilization • Develop and maintain working knowledge of supported products, their core features, and system interconnections • Troubleshoot customer issues across supported operating systems and browsers following established procedures • Navigate support tools and customer accounts to verify configurations and identify root causes • Document all customer interactions, troubleshooting steps, and resolutions accurately in the ticketing system • Adhere to case management guidelines and workflows to ensure proper ticket handling and routing • Escalate complex technical problems to senior support staff with clear, comprehensive documentation • Meet or exceed established metric goals including response time, resolution time, customer satisfaction, and quality assurance standards • Analyze customer needs and route requests to appropriate departments when specialized assistance is required • Contribute to department projects and continuous improvement initiatives

• Design and execute a platform roadmap for insight capabilities that address real customer needs, leveraging data from Renaissance's educational assets (assessments, skill practice, reading activities, and instruction) • Lead the software development lifecycle from discovery to launch, translating high-level launch goals and initiatives into tactical integration plans to reach those goals. • Collaborate and influence stakeholders across the organization on data-driven initiatives that support broader company strategy • Work closely with 1-2 engineering teams to execute roadmap deliverables • Apply generative AI tools and stay current with industry trends to solve user challenges and maintain competitive advantage • Use strong analytical skills to interpret data, inform priorities, and drive enhancements that deliver measurable business and user value • Champion data governance best practices and ensure ethical AI principles guide product development • Collaborate closely with engineering leadership to define product requirements and release criteria • Partner with marketing and solution teams to develop product positioning and communicate key benefits

• Extract data from SQL and NoSQL systems (Snowflake, MongoDB, and other databases) to support psychometric analyses and operational reporting. • Ensure data integrity through rigorous validation, transformation, and documentation practices. • Analyze data related to item and test content, quality, and performance using statistical and psychometric methods. • Support psychometricians with advanced analyses, including IRT modeling, reliability studies, norming, and other specialized methodologies. • Validate assessment logic to confirm that scoring rules, branching, and performance assumptions operate as intended. • Define, calculate, and track assessment quality and performance metrics to ensure consistency and accuracy across programs. • Design and implement research studies, simulations, and data mining projects to investigate assessment behavior and support continuous improvement. • Communicate analytical findings through clear written reports, data visualizations, dashboards, and presentations tailored to both technical and non‑technical audiences. • Maintain up‑to‑date knowledge of statistical analysis techniques, psychometric best practices, and modern data engineering workflows.

• Managing Opportunities: Drive new business, cross/up-sell and renewal opportunities proactively by engaging multiple decision makers to ensure communication and agreement through the life of the opportunity and use internal and external networks to increase opportunity value. • Consultative Solution Selling: Understand and sell solutions aligned to customers’ unique problems and strategic objectives. • Closing Business: Understand and sell solutions aligned to customers’ unique problems and strategic objectives. • K-12 Education Acuity: Possesses a deep knowledge of the K-12 education space including public, private, and parochial schools. • Domain Expertise: Possess strong technical knowledge of common tools and trends in ed tech space; staying current on probable future state policies, practices, and information affecting customer businesses. • Credibility: Builds rapport based on factual accuracy, expertise across offerings, delivering on expectations and proactively providing market insights that inspire customers to think of Renaissance as a partner

• Complete various projects and assignments related to field marketing, national campaigns, digital operations, and analytics. • Examples of projects include proofreading emails, helping create marketing collateral, web projects and assisting in sales event planning/management.

• Managing Opportunities: Drive new business, cross/up-sell and renewal opportunities proactively by engaging multiple decision makers to ensure communication and agreement through the life of the opportunity and use internal and external networks to increase opportunity value. • Consultative Solution Selling: Understand and sell solutions aligned to customers’ unique problems and strategic objectives. • Closing Business: Understand and sell solutions aligned to customers’ unique problems and strategic objectives. • K-12 Education Acuity: Possesses a deep knowledge of the K-12 education space including public, private, and parochial schools. • Domain Expertise: Possess strong technical knowledge of common tools and trends in ed tech space; staying current on probable future state policies, practices, and information affecting customer businesses. • Credibility: Builds rapport based on factual accuracy, expertise across offerings, delivering on expectations and proactively providing market insights that inspire customers to think of Renaissance as a partner.

• Pull, manage, and maintain event data within Salesforce, ensuring accuracy, segmentation, and reporting readiness • Partner with marketing and sales teams to align data flows, lead capture, and attribution • Build and manage event registration sites, forms, and communications within Cvent • Support planning and execution of large-scale national events, conferences, and experiences • Manage timelines, workflows, and cross-functional coordination using monday.com • Ensure all operational details (registration, communications, reporting, logistics) are executed with precision • Analyze event performance metrics including registration trends, attendance, engagement, and pipeline impact • Build dashboards and post-event reports that translate data into actionable insights • Continuously identify opportunities to optimize event performance and attendee experience • Own event operations timelines, ensuring key milestones and deliverables are met • Collaborate cross-functionally with sales, marketing, product, and external partners • Proactively identify risks and implement solutions to keep projects on track

• Contribute to infrastructure-as-code initiatives using CloudFormation and Terraform • Develop and maintain data pipelines • Design, build, and maintain containerized applications • Build and improve developer tooling to enhance team productivity • Work with event-driven systems like Kafka or Kinesis • Explore and integrate AI tooling into platform workflows • Collaborate with cross-functional teams to resolve infrastructure and platform needs • Participate in the on-call rotation to ensure prompt resolution of any customer-facing incidents • Support CI/CD pipelines which ensure the prompt release of high quality software