SHIELD

• 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.

Role Description The ServiceNow Manager will be the subject matter expert for all modules within ServiceNow along with partnering with business leaders and key stakeholders for the design, development, and architecture of core ServiceNow capabilities in accordance with business and client requirements to meet business goals and objectives. This role will be a critical member of the Operations team. - Manages a team of developers, vendors, and administrators who support the ServiceNow application. - Leads the design, development, and continuous improvement of solutions in ServiceNow for internal and external projects. - Collaborates with key business leaders, stakeholders, and Information Technology team for the design requirements and implementation for development projects. - Creates and maintains reports and dashboards. - Leads the support, administration, and maintenance of ServiceNow platform and associated applications. - Creates and maintains API and data integrations between the platforms and other services and applications. - Develops system integrations and process automation to meet the business and client goals and objectives. - Monitors health, usage, and overall compliance of ServiceNow applications. - Loads, manipulates, and maintains data between ServiceNow and other systems. - Leads and participates in administration of ServiceNow to include upgrades and updates. - Serves as ServiceNow technical contributor, maintains technical expertise, relevant industry standards, and best practices. - Ensures the logical and systematic conversion of product requirements into systems solutions that acknowledge technical, schedule, and cost constraints. - Researches and resolves more complex technical problems in both production and non-production environments. - Develops creative technical solutions to complex problems. - Exercises judgment in methods, techniques, and evaluation criteria for obtaining results. - Applies technical expertise and knowledge to other related disciplines. - Appropriately identifies and assesses risk when business decisions are made, including but not limited to compliance and operational risks. - Demonstrates consideration for BCS365’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues. - Perform other related duties as assigned. Qualifications - BS degree required, preferably in Computer Sciences, Information Technology, Computer Engineering, or related IT discipline, or equivalent experience. - Minimum 7+ years of experience developing, implementing, configuring, and customizing ServiceNow in an enterprise environment. - Experience in Custom Application Development using ServiceNow. - Proficiency in ITIL practices and Incident Management tools within ServiceNow. - Experience with integrations from ServiceNow to other applications via API connections is a plus. - Strong business and analytical skills with the ability to recommend solutions. - Strong problem-solving and troubleshooting skills. - Experience being a product owner with a technical background in development. - Motivated team player with demonstrated success in communicating complex subject matter to all levels of the organization including senior leadership. - Experience working with ServiceNow in a Scrum/Agile environment, prioritizing features, and leveraging the tool for automation testing. - Skilled in managing product backlogs in Agile, handling bug fixes, conducting UAT, creating flow charts and diagrams to visualize workflows. - Experience in collaborating with technical teams and business leaders. - Strong communication skills. - Skilled in requirements gathering and documentation. Benefits - Insurance Coverage: Health, Dental, Vision, Life/AD&D, Long-Term Disability, Accident, Hospital Indemnity, Critical Illness. - Paid Time Off (Vacation, Holidays, Birthday). - 401k Retirement Plan with Company Match. - Peer-to-Peer Recognition. - Learning and Development. - Pet Insurance. - Fun On and Off-Site Events. - Referral Bonus Program. - Employee Assistance Program.

• Plan, prospect, and own sales execution with top tier accounts within your territory • Promote and pitch SHIELD through prospecting, working with tech partners, attending conferences and events, and speaking opportunities • Present complex technical information in a clear and concise manner to various stakeholders, technical and non - technical • Be a product expert and know the competitive landscape • Navigate complex deal cycles with multiple stakeholders • Manage and forecast your pipeline accurately • Demonstrate command of sales process from qualification to close • Consistently achieve quota targets

SHIELD is a device-first fraud intelligence platform that helps digital businesses worldwide eliminate fake accounts and stop all fraudulent activity. Powered by SHIELD AI, we identify the root of fraud with the global standard for device identification (SHIELD Device ID) and actionable fraud intelligence, empowering businesses to stay ahead of new and unknown fraud threats. We are trusted by global unicorns like inDrive, Alibaba, Meesho, TrueMoney, Unico ID, OLX, and more. With offices in San Francisco, São Paulo, London, Berlin, Jakarta, Thailand, Bengaluru, Beijing and Singapore, we are rapidly achieving our mission - eliminating unfairness to enable trust for the world. Responsibilities As a Senior Account Executive, you will have the opportunity to join us as we grow into new markets. Harnessing your industry knowledge and network of regional contacts, you will proactively hunt for new leads using online and offline channels and convert them into long-term clients. - Plan, prospect, and own sales execution with top tier accounts within your territory - Promote and pitch SHIELD through prospecting, working with tech partners, attending conferences and events, and speaking opportunities - Present complex technical information in a clear and concise manner to various stakeholders, technical and non - technical - Be a product expert and know the competitive landscape - Navigate complex deal cycles with multiple stakeholders - Manage and forecast your pipeline accurately - Demonstrate command of sales process from qualification to close - Consistently achieve quota targets

• As a Pre-sales Engineer you will be the expert in our solutions and a trusted advisor to our clients. • You will be responsible for maintaining and strengthening client relationships, as well as supporting clients through the implementation of SHIELD's solutions both pre and post sales. • You will work closely with various teams both internally and externally to provide white glove service and support, such as technical & solution consultancy and quick troubleshooting. • You will drive & own the POC as a technical SPOC including implementation and onboarding as Pre-sales engineer. • You will be responsible to provide demos of SHIELD capabilities along with Sales counterpart and able to customise or data model the demo according to the clients use case. • You will act as a liaison on technical support for existing customers and product adoption for clients in line with pre-sales, post-sales and the renewal processes. • Act as Face of the company to the clients to maintain the existing relationship and continue to build the relationship with a strong trust and create value accordingly. • Work closely across the different teams in SHIELD to provide prompt and professional troubleshooting for any technical challenges faced by clients. • Ability to stand in the client's shoes and dedication to drive high level of client satisfaction while keeping company’s integrity and sanity. • Perform regular technical account reviews, product trainings and on-site visits to provide insights and analytics for clients. • Assist clients in optimising the overall solution to make customer successful using SHIELD solutions and ensure long-term success. • Be the trusted technical & solution advisor to our clients. Seek and work with the SHIELD product and engineering teams to manage clients' feature request prioritization. • Pro-actively advocate for SHIELD's product adoption by identifying opportunities in which our product can better fit with clients' needs and technology.

SHIELD is a device-first fraud intelligence platform built on the world’s most persistent device identification technology across applications and platforms. Powered by SHIELD AI and patented technology (SHIELD Sentinel), SHIELD sets the global standard for device identification (SHIELD Device ID) and exposes the full range of fraud tools and techniques through more than 20 risk indicators, delivering real-time, actionable fraud intelligence across all use cases and industries worldwide. Trusted by global unicorns including inDrive, Alibaba, Deliveroo, Meesho, TrueMoney, Unico ID and OLX, SHIELD operates with teams across Los Angeles, São Paulo, London, Berlin, Jakarta, Bangkok, Bengaluru, Beijing and Singapore, advancing our mission: to eliminate unfairness and enable trust for the world. Responsibilities As a Pre-sales Engineer you will be the expert in our solutions and a trusted advisor to our clients. You will be responsible for maintaining and strengthening client relationships, as well as supporting clients through the implementation of SHIELD's solutions both pre and post sales. You will work closely with various teams both internally and externally to provide white glove service and support, such as technical & solution consultancy and quick troubleshooting. - You will drive & own the POC as a technical SPOC including implementation and onboarding as Pre-sales engineer. - You will be responsible to provide demos of SHIELD capabilities along with Sales counterpart and able to customise or data model the demo according to the clients use case. - You will act as a liaison on technical support for existing customers and product adoption for clients in line with pre-sales, post-sales and the renewal processes. - Act as Face of the company to the clients to maintain the existing relationship and continue to build the relationship with a strong trust and create value accordingly. - Work closely across the different teams in SHIELD to provide prompt and professional troubleshooting for any technical challenges faced by clients. - Ability to stand in the client's shoes and dedication to drive high level of client satisfaction while keeping company’s integrity and sanity. - Perform regular technical account reviews, product trainings and on-site visits to provide insights and analytics for clients. - Assist clients in optimising the overall solution to make customer successful using SHIELD solutions and ensure long-term success. - Be the trusted technical & solution advisor to our clients. Seek and work with the SHIELD product and engineering teams to manage clients' feature request prioritization. - Pro-actively advocate for SHIELD's product adoption by identifying opportunities in which our product can better fit with clients' needs and technology.

• Plan, prospect, and own sales execution with top tier accounts within your territory. • Promote and pitch SHIELD through prospecting, working with tech partners, attending conferences and events, and speaking opportunities. • Present complex technical information in a clear and concise manner to various stakeholders, technical and non - technical. • Be a product expert and know the competitive landscape. • Navigate complex deal cycles with multiple stakeholders. • Manage and forecast your pipeline accurately through Salesforce. • Demonstrate command of sales process from qualification to close. • Consistently achieve quota targets.

- Responsible for coordinating marketing efforts with technology (vendor) partners: - Build relationships with key technology partners to identify and evaluate what co-marketing resources are available (including funding, campaign assets, social media, collateral/content, etc.). - Select the resources which best support BCS365’s strategy. - Integrate those resources into BCS365 marketing efforts. - Oversee Marketing Specialist as they: - Execute selected campaigns either through Act-on or partners’ marketing platforms (e.g. PMC). - Post content to various social media platforms. - Upload content to BCS365 SharePoint site. - Communicate about available content to Sales and other internal departments. - Identify industry associations that can help BCS365 build recognition and support business growth. - Work directly with organizations to evaluate participation and marketing partnership opportunities (e.g. sponsorships, event participation, speaking opportunities). - Coordinate marketing and sales team participation. - Conceptualize, define and propose strategies and marketing campaigns that align with business objectives. - Map out campaign elements (content, email, social media, paid promotion, landing pages, list development, etc.). - Oversee Marketing Specialist as they: - Create outbound campaigns: Using Act-on, PMC, Google AdWords, LinkedIn paid advertising, landing pages, emails, list segmentation and selection, direct mail pages, envelopes, mailings, etc. - Oversee Marketing Specialist to make additions and edits to web site. - Select and manage tools and external suppliers to assure that deliverables are timely and fully support the company’s initiatives. - Assure that company’s brand and communications guidelines are up-to-date and enforced across all internal BCS365 departments, promotional products, sales materials and web presence. - Work with Marketing Specialist to ensure effective use of social media platforms including postings and relevant content. - Execute on event plans; booking venue and food, creating and tracking invitations, logistics, internal and external communications. - Analyze and report on the return on investment of marketing campaigns. - Contact industry publications, consultants and influencers on an ongoing basis to assure that company messaging, and positioning is being received and understood. - Regularly communicate with sales and sales management to ensure alignment between business goals, sales initiatives and marketing support. - Assist sales team by developing marketing efforts to improve each step of the sales process. - Oversee the development of marketing materials including brochures, hand-outs, presentations, event displays, blog posts, web page content, email campaign, and other as required. - Work with internal and external content sources; coordinate design and production of materials. - Provide direction and oversee Marketing Specialist to build and maintain Marketing section of company SharePoint site, ensuring the appropriate resources are available and up to date. - Work with partners to develop, maintain, and strengthen relationships. - Ensure partners’ involvement in BCS365 activities. - Strategize and create programs to integrate BCS365 into partners’ business. - Develop in-depth knowledge of the technology portfolio and how it relates to customer’s needs. - Document internal processes and procedures related to duties and responsibilities.