Softdocs

• Provision, configure, and maintain cloud infrastructure — virtual servers, databases, storage, and other resources — to support client environments. • Act as the first responder for issues reported through Salesforce and Azure DevOps. Diagnose and resolve issues within client cloud environments, escalating as needed. • Track and manage cloud assets and resources across client environments, keeping inventory, configuration, and cost accurate and up to date. • Build, test, and execute automations, pipelines, and scripts to support cloud operations. • Maintain monitoring and alerting tools (SIEM, Datadog, etc.) to ensure the health and high availability of client systems. Participate in the weekday and weekend on-call rotation. • Maintain security tools (including but not limited to WAF, antivirus, SIEM, and CSPM) and access controls, and support ongoing compliance efforts. • Work with cross-functional and engineering teams to resolve issues and support the delivery of end-to-end products and features. • Stay current with cloud technologies and operational best practices, with emphasis on our current technology stack and cloud cost management (FinOps).

• Own the retention, renewal, and growth of an assigned portfolio of clients • Identify, develop, and help execute upsell, cross-sell, and expansion opportunities • Proactively identify and mitigate churn risk through strategic client engagement and remediation planning • Build trusted advisor relationships with executive sponsors, decision-makers, and operational stakeholders • Lead strategic business reviews focused on client outcomes, adoption, operational value, and future opportunities • Drive product adoption and overall client health across assigned accounts • Coordinate escalations and cross-functional client success efforts as needed • Maintain accurate forecasting, account activity, opportunity tracking, and client health data within Salesforce and associated tools • Partner internally with Sales, Professional Services, Support, Product, Engineering, and Marketing teams to improve client outcomes and overall client experience • Represent Softdocs at client events, and conferences, and via webinars and marketing initiatives • Identify and maintain client health scores and referenceable accounts by proactively monitoring, gathering, and documenting key client health indicators including relationship sentiment, survey feedback, product adoption and usage trends, services engagement, support trends, and overall account engagement within Salesforce and associated client success tools • Other duties as assigned

• Makes clients wildly successful through their onboarding to Softdocs applications • Partners with Project Managers to ensure satisfactory client communication and understanding of project deliverables and deadlines • Partners with Business Solution Consultants on the business-oriented processes of new deployments, sharing the technical components of new deployments with them • Works across multiple projects and project teams simultaneously to anticipate and manage changes in projects • Takes ownership of the technical components of new deployments • Delivers a superior client onboarding experience by walking the client through any technical requirements that will be owned from the client side • Ensures each client successfully achieves their desired outcomes from using our products and services by collecting information we need to provision their Etrieve environment and make it available, ready to integrate with other systems • Executes data migration when a new client is transitioning from a previous imaging software to Softdocs’ Etrieve (i.e., data mapping, data translation, data imports)

• Provide professional, friendly, and timely support for Softdocs products • Communicate clearly and positively to drive case resolution • Document every issue, action, and outcome accurately in the support system • Respond to requests via email, chat, phone, and case management tools • Manage multiple open cases and prioritize effectively in a fast-paced environment • Collaborate with internal teams to resolve complex issues and share knowledge • Interpret application and system logs to troubleshoot functionality • Stay current on product updates and features through training and self-learning • Suggest improvements for internal documentation and support processes

• Make clients wildly successful through ongoing delivery, support, and optimization of Softdocs Platform solutions • Serve as the primary day‑to‑day point of contact for Managed Services clients, ensuring clear communication around priorities, scope, timelines, and outcomes • Lead Managed Solutions Consultants and adjacent team members within a matrix‑based resource model to ensure consistent delivery and shared understanding of client commitments • Manage multiple concurrent client engagements, proactively anticipating changes in priorities, scope, or capacity and adjusting plans accordingly • Define, track, and communicate clear, easy‑to‑understand delivery metrics that support transparency with clients and internal stakeholders • Collaborate cross‑functionally within Softdocs to support client engagement efforts and contribute to the ongoing improvement of Managed Services offerings • Provide as-needed, concise status reporting to Softdocs teams on client health, delivery progress, and risk areas • Partner with the Client Success team to review client experience data, translate insights into action, and continuously elevate the quality of Managed Services engagements