SHIELD

• Oversee invoice intake, approval workflows, and ledger postings. • Manage vendor onboarding, master data, and payment cycles. • Reconcile AP subledger to the GL and resolve discrepancies. • Ensure compliance with U.S. GAAP, company policies, and internal controls. • Partner with the Accounting Integration Manager to migrate newly acquired entities into Shield’s AP platform. • Standardize AP processes, workflows, and controls across acquisitions. • Assist with system implementations, data conversions, and training. • Work closely with portfolio company teams to ensure smooth AP operations post-acquisition. • Act as the primary AP liaison between the U.S. finance team and India shared services. • Partner with acquisitions and operations leaders to align payment processes with business needs. • Support external and internal audits with AP documentation. • Maintain segregation of duties and enforce approval protocols. • Monitor compliance with regulatory and company requirements. • Identify opportunities for automation and efficiency gains. • Develop and update standard operating procedures (SOPs).

• Coordinate candidate interviews across multiple time zones and stakeholder groups • Manage interview scheduling, calendar coordination, candidate communications, and follow-up logistics • May support sourcing efforts for active roles across Shield and partner companies using LinkedIn Recruiter and additional recruiting tools • Assist with candidate pipeline management and movement within Pinpoint ATS • Help onboard new hiring managers and partner company leaders into recruiting workflows and ATS processes • Provide guidance and support to hiring teams on interview scheduling, scorecards, candidate feedback submission, and recruiting best practices • Maintain accurate candidate records, interview documentation, and requisition data within the ATS • Assist with job posting creation, requisition launches, and recruiting process coordination • Support recruiting operations and hiring initiatives related to newly integrated partner companies • Partner closely with recruiting leadership to identify opportunities for process improvement and operational efficiency • Help maintain a positive, responsive, and professional candidate experience throughout the hiring process

• Serve as primary point of contact for a portfolio of Tier 1 and Tier 2 accounts • Develop and execute account plans that drive retention and identify upsell opportunities • Partner with the vCIO/TAM to prepare and deliver quarterly business reviews (QBRs) for strategic accounts • Proactively monitor account health indicators including support volume, contract dates, and relationship signals • Own renewal conversations and negotiate contract expansions within approval thresholds • Escalate technical issues appropriately and follow through to resolution • Maintain accurate CRM records, activity logs, and account health scores in HubSpot • Surface upsell and cross-sell opportunities and coordinate with Sales and the vCIO on larger opportunities • Mentor Account Managers and provide guidance on complex account situations • Represent the client voice internally — bring structured feedback to delivery, product, and leadership

• Serve as the technical lead for SaaS configuration and platform integration requests originating from internal teams.**** • Develop and manage project plans, milestones, and timelines for standing up, connecting, or migrating internal tools.**** • Conduct discovery sessions with requesting teams to assess existing processes, data sources, and system structures.**** • Configure and integrate SaaS systems across internal functions—building connectors, API integrations, SSO, and data syncs as needed.**** • Coordinate integrations and migrations across HR, finance, operations, and IT platforms.**** • Facilitate cross-functional working sessions with HR, Finance, IT, and Operations to scope and prioritize requests.**** • Provide status updates and documentation to requesting teams and IT leadership.**** • Support change management and end-user enablement for newly configured or integrated tools.**** • Identify opportunities to streamline the intake and delivery of configuration and integration requests.**** • Standardize templates, runbooks, SOPs, and checklists for recurring configurations.**** • Recommend process and technology enhancements to support future scalability.****

• Own customer onboarding & delivery: Lead end‑to‑end onboarding for private hosting and remote managed services; set phase gates, dependencies, and communication plans. • Drive initiatives for existing customers: Deliver server/network upgrades, office moves, storage remediation, and technology refresh programs. • Lead the people: Direct Project Managers and Professional Services personnel (Systems Engineers, Support Specialists/Engineers/Analysts); set goals, coach performance, and grow careers. • Raise service quality: Enforce SOPs and QA for ticket lifecycle; reduce repeat incidents and extend reliability across VDI/EUC and infrastructure. • Standardize documentation: Ensure runbooks/PM templates and customer documentation (network topology, services, security) are complete before build/migration. • Manage risk & change: Govern image refreshes and production changes; coordinate with Engineering when holds impact schedules; plan phased upgrades for legacy systems. • Partner cross‑functionally: Collaborate closely with Sales, Account Management, Solutions Engineering, and Customer Success to unblock delivery and maintain trust. • Own the numbers: Build and execute project cost accounting; manage team P&L (forecasting, margin, utilization, accruals); approve vendor invoices.

• Lead expansion efforts in named set of existing accounts by connecting at the level of CXO’s • Participate in Value Engineering and Centres of Excellence exercises in large accounts • Work closely with clients, generating new opportunities and closing deals in existing accounts • Drive high engagement and demonstrate value realization & ROI of SHIELD through Executive Business Reviews and other channels • Collaborate effectively with Sales, Engineering, Business Development, Marketing, and Product teams on a day-to-day basis • Identify and resolve account success blockers that may arise • Troubleshoot and debug to ensure clients’ technical challenges/issues are resolved • Review account performance and identify improvement opportunities

Role Description As a Director of Customer Success, you will lead our expansion efforts in a named set of existing accounts by connecting at the level of CXO’s. You will be responsible for: - Participating in Value Engineering and Centres of Excellence exercises in large accounts. - Identifying business problems and working cross-functionally to provide solutions. - Building relationships with important decision-makers within the current accounts. - Generating new opportunities and closing deals in existing accounts. - Demonstrating value realization & ROI of SHIELD through Executive Business Reviews and other channels. - Collaborating effectively with Sales, Engineering, Business Development, Marketing, and Product teams. - Proactively identifying and resolving account success blockers. - Hands-on troubleshooting and debugging to ensure timely resolution of clients' technical challenges. - Periodic review of account performance and identifying improvement opportunities. Qualifications - 8+ years of SaaS Enterprise Sales and/or Account Management experience with large enterprise accounts. - Proven ability to create new opportunities. - Hands-on experience and good knowledge in SDK, HTTP, JavaScript, RESTful APIs, JSON, OAuth, and SQL is a plus. - Strong executive presence and ability to develop executive-level (CxO) relationships. - Excellent verbal/written communication skills. - Adept at identifying issues and providing effective solutions. - Proactive in spotting new opportunities or addressing potential issues. - Ability to collaborate effectively with cross-functional teams. Requirements - Strong communication skills to convey complex information clearly. - Understanding of clients’ business goals, monetization strategies, and performance metrics. - Support sales team to increase revenue & strengthen client relationships. - Problem-solving ability to ensure client satisfaction and campaign success. - Team collaboration skills to deliver seamless service to advertisers.

• Manage all aspects of customer installations and telecommunications projects from contract through customer acceptance • Maintain project timelines, customer commitments, and installation milestones while coordinating updates between carriers, vendors, IT teams, and internal stakeholders • Review customer communications and respond promptly and professionally throughout the day • Navigate multiple carrier portals to monitor order progress, provisioning updates, and installation timelines • Lead weekly customer status calls for multi-location projects and provide organized post call summaries including action items and next steps • Maintain detailed Excel workbooks tracking customer locations, implementation progress, timelines, and outstanding items • Collaborate cross functionally with provisioning teams, NOC teams, sales teams, and pre-sales operations throughout the implementation process • Support incoming calls through a shared support queue during business hours and participate in after-hours support rotation with the broader team • Document customer communications, updates, and follow up activities within internal systems • Support customer escalations professionally and proactively while helping drive timely resolution • Represent Threshold Communications in a professional, knowledgeable, and customer-centric manner at all times

• Own the overall health and performance of service desk operations across every Shield-owned MSP, ensuring each service board is clean, accurate, and well-managed by its local Service Desk Manager. • Establish and enforce a consistent definition of “clean and well-managed” covering ticket hygiene, queue management, SLA adherence, time entry discipline, status accuracy, and documentation quality. • Conduct regular service board audits across ShieldCos and partner with local managers on remediation plans, tracking progress to closure. • Identify systemic risks, capacity issues, or staffing gaps across the portfolio and escalate with clear recommendations to operations leadership. • Develop, document, and roll out service desk best practices across the portfolio — including triage workflows, escalation paths, ticket templates, board structure, dispatch standards, and customer communication norms. • Run a recurring cross-company forum for ShieldCo Service Desk Managers to surface what’s working, share playbooks, and align on shared standards without erasing what makes each MSP effective locally. • Partner with operations to drive change management when new standards are introduced, ensuring local buy-in rather than top-down mandates. • Maintain a living portfolio playbook that captures the canonical “Shield way” of running a service desk. • Partner with operations and the data/AI team to define standard KPI definitions, ensuring apples-to-apples comparisons across companies that may use different PSA tools or reporting conventions. • Deliver clear, narrative-driven monthly and quarterly portfolio reporting to executive leadership, highlighting trends, outliers, and recommended actions. • Coach local managers on using the same metrics to run their own desks, not just to report upward. • Act as the operational voice of the service desk in the design, piloting, and rollout of internal AI tools, including ticket triage, summarization, knowledge retrieval, and automation. • Identify high-value, repeatable workflows across the portfolio that are strong candidates for AI augmentation and prioritize them with the AI team based on impact and feasibility. • Coordinate pilots at selected ShieldCos, gather structured feedback from local managers and technicians, and own the rollout playbook for portfolio-wide adoption. • Ensure data quality on service boards is sufficient for AI tools to perform well, closing the loop between board hygiene and AI effectiveness. • Serve as a mentor, coach, and trusted partner to each ShieldCo’s Service Desk Manager by supporting them, removing obstacles, and helping them grow rather than managing them by directive. • Spend meaningful time on-site at each ShieldCo (approximately 50% travel), working alongside local teams to understand their reality before recommending changes. • Build trust at every level of the service desk from technicians to MSP leadership, so that improvements stick after the visit ends.

• Develop and execute a territory or vertical sales strategy to achieve and exceed revenue targets. • Prospect, qualify, and close new business opportunities for managed services, cloud solutions, cybersecurity offerings and professional services. • Build strong relationships with C-level and senior IT decision makers, understanding their business challenges and aligning solutions accordingly. • Deliver compelling presentations, proposals, and solution roadmaps tailored to client needs. • Uncover objections and overcome underlying concerns by sharing information regarding the BCS365 approach, methodologies, technology portfolio, and the value proposition of our service offerings. • Collaborate with internal technical teams to scope solutions, create SOWs, and ensure accurate handoff to service delivery. • Maintain a healthy pipeline through consistent outbound activity, networking, and leveraging channel partnerships. • Track sales activities, forecasts, and pipeline updates in CRM with accuracy and discipline. • Stay current on industry trends, competitive landscape, and emerging technologies relevant to MSP and MSSP services. • Achieve strong conversion rates for phone and in-person consultations. • Establish and maintain excellent working relationships with potential and existing clients. • Actively engage in selling current clients additional services. • Utilize BCS365 sales material and call guides to: Screen prospects effectively, identify and understand business needs, convey relevant and compelling information regarding BCS solutions / services, and set appropriate expectations for each service. • Promptly complete daily sales activity updates, weekly sales checklists and other requested information systems to track progress and performance. • Use HubSpot database and activity management software to accurately record client information and effectively manage client relations and the sales process. • Prepare and present regular progress reports for management. • Maintain accurate Opportunity Funnel. • Participate in ongoing management and strategy meetings. • Follow up on all presale’s activities. • Build and expand a network of referral partners. • Participate in activities and events that promote BCS365 products and services. • Participate in the development of new project proposals. • Recommend policies and procedures to enhance sales operations. • Travel to key sales events, strategic industry functions, and clients’ sites to advance relationship and drive revenue opportunities.