Solutions by Text

Role Description The Chief of Staff serves as a trusted advisor and strategic partner to the Chief Executive Officer, operating as an extension of the CEO's office and helping drive organizational alignment, execution, and accountability across the business. This role sits at the center of the organization and plays a critical part in ensuring that strategic priorities are effectively translated into measurable outcomes. The Chief of Staff will partner closely with the CEO and Executive Leadership Team to establish priorities, coordinate cross-functional initiatives, drive operational discipline, and maintain focus on the company's most important objectives. The position requires an individual who can seamlessly operate at both strategic and tactical levels. Success in the role demands strong business judgment, exceptional organizational capability, executive presence, and the ability to influence outcomes across all levels of the organization. The Chief of Staff will serve as a force multiplier for the CEO, helping ensure that the organization remains aligned, focused, and executing effectively during a period of continued growth and evolution. Qualifications - 9+ years of experience within strategy, operations, management consulting, investment, private equity, venture-backed technology companies, fintech organizations, or related environments. - Experience working directly with a CEO, founder, executive leadership team, board of directors, or senior operating executives. - Demonstrated success leading complex, cross-functional initiatives from concept through execution. - Experience within high-growth SaaS, FinTech, payments, technology, or similarly dynamic business environments. - Exposure to organizations experiencing rapid growth, operational scaling, organizational transformation, or increasing complexity. - Proven ability to drive measurable business outcomes through influence, execution, and leadership. - Strong ability to convert high-level strategy into actionable plans and measurable results. - Exceptional organizational, project management, and program management capabilities. - Experience building structure and driving execution in ambiguous and rapidly changing environments. - Strong analytical and quantitative skills with the ability to leverage data and metrics to guide decision-making. - Demonstrated ability to identify operational inefficiencies and implement practical solutions. - Experience developing operating rhythms, performance frameworks, and accountability systems. - Outstanding written, verbal, and executive communication skills. - Exceptional interpersonal skills and executive presence. - Ability to influence and align stakeholders without direct authority. - Strong facilitation and relationship-building capabilities. - High emotional intelligence, sound judgment, and professional maturity. - Ability to communicate complex business concepts clearly and effectively. Requirements - Partner with the CEO and Executive Leadership Team to translate strategic objectives into actionable operating plans with clearly defined ownership, timelines, and measurable outcomes. - Lead and coordinate cross-functional strategic initiatives that support the organization's growth objectives. - Monitor progress against strategic priorities and proactively identify risks, dependencies, and execution challenges. - Establish mechanisms that improve organizational focus, transparency, and accountability. - Continuously evaluate priorities to ensure resources remain aligned with the company's highest-impact initiatives. - Support annual planning, quarterly business reviews, and long-range strategic planning efforts. - Manage the operating cadence of the Executive Leadership Team. - Structure and facilitate executive meetings, planning sessions, leadership off-sites, and business reviews. - Ensure decisions are translated into action plans with clear accountability and follow-through. - Track organizational commitments and provide visibility into progress against key objectives. - Improve communication and alignment across leadership functions. - Help establish and reinforce a metrics-driven operating culture. - Develop and monitor key performance indicators that support strategic decision-making and operational effectiveness. - Create reporting frameworks and executive dashboards that provide meaningful visibility into business performance. - Partner with department leaders to monitor progress against goals and identify opportunities for improvement. - Identify operational inefficiencies and implement scalable solutions that improve execution and organizational effectiveness. - Serve as a trusted advisor and thought partner to the CEO. - Prepare the CEO for board meetings, executive presentations, investor discussions, strategic planning sessions, and key stakeholder engagements. - Synthesize complex information into concise recommendations and actionable insights. - Conduct research and analysis on strategic opportunities, market trends, competitive developments, and business initiatives. - Represent the CEO on select projects and initiatives as required. - Provide ongoing visibility into organizational health, emerging challenges, and areas requiring executive attention. - Build strong working relationships throughout the organization. - Facilitate collaboration across departments to ensure alignment and effective execution. - Help resolve organizational bottlenecks and remove barriers to progress. - Support organizational change initiatives and business transformation efforts. - Foster a culture of accountability, ownership, and continuous improvement. - Maintain a strong understanding of emerging technologies, including Artificial Intelligence and automation. - Identify opportunities to leverage technology to improve productivity, decision-making, and operational performance. - Partner with leaders across the organization to evaluate and implement technology-enabled solutions. - Stay informed on industry trends and emerging innovations that may create competitive advantages. Benefits - Unique opportunity to work directly alongside the Chief Executive Officer and Executive Leadership Team of a well-funded, high-growth financial technology company. - Gain unparalleled exposure to executive decision-making, strategic planning, operational leadership, and organizational development. - Opportunity to influence initiatives that have a meaningful impact on company performance and long-term growth. - Contribute at the highest levels of the organization while building a foundation for future executive leadership opportunities. - Play a significant role in helping the organization scale and strengthen operational effectiveness.

• Support pipeline health and forecasting discipline • Assist in defining and maintaining pipeline health standards and inspection methodologies • Translate revenue targets into clear operating metrics (pipeline coverage, capacity, performance thresholds) • Support forecasting process to improve consistency and accuracy across team • Execute pipeline inspection and operating cadence • Help run pipeline inspection frameworks and regular operating rhythms • Support forecast calls, deal reviews and performance cadences • Provide visibility into pipeline quality, risks and trends to Sales leadership • Drive performance insights and accountability • Conduct root-cause analysis when performance deviates from plan • Identify gaps in pipeline health, coverage and execution • Support teams with data and insights to improve performance against targets • Maintain GTM operating standards • Help define and maintain core GTM KPIs and operating definitions • Ensure consistency in how performance is tracked and reported • Contribute to building a reliable source of truth for pipeline and bookings reporting • Support scalable process & instrumentation • Ensure systems are properly set up to track performance at each funnel stage • Partner cross-functionally to maintain accurate lifecycle tracking • Drive adoption of standardized processes, tools and definitions

• Perform KYC/KYB onboarding reviews for individuals and entities, including identity verification, beneficial ownership, and control person validation. • Collect, analyze, and validate documentation and data. • Conduct sanctions, watchlist, PEP, and adverse media screening. • Review application packages, corporate docs, licenses, and expected activity, and reconcile inconsistencies. • Perform EDD for higher risk customers • Identify and document risk mitigants, conditions, and monitoring requirements. • Prepare concise case summaries, risk assessments, and recommendations for approvals/declines. • Triage, investigate, and disposition alerts with clear, evidence-based narratives; escalate cases per playbook and risk thresholds-based narratives. • Prepare SAR writeups and supporting documentation. • Resolve sanctions screening hits (OFAC, UN, EU, HMT) and PEP/adverse media alerts; apply positive reduction techniques. • Prepare sponsor bank Investigation Reports and supporting evidence packages within required timelines. • Coordinate sanctions controls (geo/IP screening, blocks/holds/freezes) and OFAC reporting workflows. • Conduct periodic KYC refresh (CDD/EDD), merchant risk reviews, and trigger-based reviews (e.g., sponsor bank inquiries, chargeback spikes). • Monitor card-brand compliance thresholds and coordinate with Payments & Subra Compliance leadership on remediation. • Maintain thorough case audit trails within the case management system. • Escalate findings to Compliance leadership per procedures • Meet SLAs, quality standards, and regulatory timelines. • Support internal/external audits, sponsor bank exams, and regulatory reviews. • Identify operational gaps and propose improvements to workflows and controls. • Maintain internal policy updates, typologies, and regulatory guidance relevant to AML/KYC and other payments and messaging compliance operations.

• Own gross revenue retention for assigned accounts • Proactively identify at-risk accounts and develop retention plans • Execute account planning to identify expansion opportunities • Collaborate with Customer Success for program execution and outcomes

About the Role Solutions by Text (SBT) is seeking an Account Manager to own and grow a portfolio of existing customers with a primary mandate of revenue retention (GRR) and a secondary mandate of account expansion through payments and new messaging use cases. This role is accountable for ensuring customers are operationally successful, commercially retained, and positioned to expand across SBT’s evolving product portfolio—including payments and non-collections use cases such as lifecycle marketing. The Account Manager will manage approximately 50 accounts, partnering closely with Customer Success to proactively manage risk, drive adoption, and deliver measurable revenue outcomes. This position blends disciplined account management, data-driven expansion strategy, and cross-functional execution, and is critical to scaling SBT’s customer growth engine. Key Responsibilities Revenue Retention & Renewal Ownership (Primary Focus) - Own gross revenue retention (GRR) for assigned accounts, with accountability for renewals, downsell prevention, and churn mitigation. - Proactively identify accounts at risk of contraction or churn using health signals, usage data, and Customer Success inputs. - Develop and execute retention action plans in partnership with Customer Success for at-risk accounts. - Lead renewal strategy, including pricing discussions, contract modifications, and value reinforcement tied to customer outcomes. - Maintain a rolling renewal forecast that clearly identifies: - Renewal timing - Expected outcome (flat, upsell, downsell) - Risk level and mitigation plan - Associated ARR impact Account Growth & Expansion (Secondary Focus) - Execute structured account planning to identify expansion opportunities within existing customers. - Drive incremental ARR through: - Payments adoption and volume growth - Expansion into new messaging use cases, including lifecycle marketing and event-driven communications - Partner closely with the Payments team to: - Identify customers with payment traffic potential - Position and introduce SBT payments capabilities - Track payment adoption and revenue contribution - Translate customer business goals and usage patterns into concrete expansion proposals with clear ROI. - Maintain an expansion pipeline tied to account plans, renewal cycles, and customer maturity. Customer Program Execution & Outcomes - Design and operationalize customer-specific programs that drive: - Product adoption - Usage growth - Event-driven revenue - Ensure customers are successfully launching and scaling new use cases in coordination with Customer Success. - Monitor program performance and adjust strategies based on results and customer feedback. - Act as the commercial owner of customer initiatives while Customer Success leads delivery and adoption. Customer Success Partnership & Cross-Functional Collaboration - Operate in tight alignment with Customer Success, with shared accountability for account health, retention, and growth. - Clearly delineate responsibilities: - Customer Success: adoption, onboarding, value realization - Account Manager: retention strategy, renewals, expansion, commercial outcomes - Collaborate effectively with Sales, Payments, Product, Marketing, Partnerships, and Finance to support customer objectives. - Ensure a seamless handoff and ongoing collaboration between Sales and post-sale teams. Measurement, Forecasting & Process Excellence - Own accurate forecasting for renewals and expansion within assigned accounts. - Maintain high-quality CRM data, including: - Account health indicators - Renewal and expansion opportunities - Forecasted ARR - Track and report on key performance indicators tied to retention and growth. - Continuously improve account management processes to increase scalability, predictability, and customer impact. Success Metrics This role will be evaluated primarily on retention outcomes, followed by account growth and execution excellence. Revenue & Customer Growth - Gross Revenue Retention (GRR) for assigned accounts - Net Revenue Retention (NRR) contribution from expansion - Upsell and cross-sell ARR, with emphasis on: - Payments revenue - New messaging use cases - Event-driven revenue generated through customer programs Account Management Performance - Renewal rate and churn reduction - Accuracy of renewal and expansion forecasts - Health and coverage of renewal and expansion pipeline - Effectiveness of risk identification and mitigation plans Operational & Program Effectiveness - Time-to-launch for new customer initiatives - Adoption and usage growth of new products and use cases - Consistency and scalability of account planning and execution Values Alignment - Serve as a trusted partner to customers and internal teams. - Embody SBT’s core values: - We Are Pioneers – proactively identifying new growth paths for customers - We Are Allies – deeply aligned with Customer Success and cross-functional partners - We Pursue Excellence – disciplined execution, accountability, and continuous improvement General Duties and Expectations: - Adhere to the Company's Code of Conduct/Ethics. - Create and maintain effective working relationships with other Company - Contribute to the professional culture within the office and the company - Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors. - Support the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies. - Ensure security of information in all matters pertaining to company, client, and consumer information. - Contribute to the professional culture within the office and the company About Solutions by Text Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Princeton. NJ with remote teams and offices throughout the United States. Game-changing Technology Built for Growth Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with customers via their mobile devices. Since adding its first customer, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work, SBT continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture. Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

• Serve as the primary relationship owner for a portfolio of referral partners, acting as a trusted advisor and escalation point. • Lead partner onboarding and enablement, including training, go‑to‑market alignment, and ongoing education on SBT’s compliant messaging and payments capabilities. Some of these activities will be delegated to responsible groups inside SBT but this will be a hands-on role. • Monitor partner performance, platform usage, and customer health to identify risk, growth opportunities, and expansion paths. • Collaborate closely with Sales to support partner‑led adoption, retention, and revenue expansion through co‑selling motions. • Maintain accurate partner and opportunity records in Salesforce and related systems to support forecasting and performance visibility. Manage, when it occurs, conflict between channel and direct sales.

About the Role The Referral Channel Partner Director (ARM) owns and scales SBT’s referral partner ecosystem, with a focus on driving adoption of SBT’s compliant messaging and payments platform within accounts receivable workflows and generating sales leads for SBT Sales. This role sits at the intersection of partner success, sales execution, and go‑to‑market collaboration, ensuring partners are onboarded, enabled, and positioned to generate sustained customer adoption and revenue growth via texting on SBT’s platform. This role is responsible for managing the full partner lifecycle—from onboarding and enablement through performance management and expansion—while serving as the primary point of contact for assigned referral partners. The Director works closely with Sales and internal stakeholders to support partner‑sourced opportunities, improve partner experience, and influence product and program enhancements based on partner feedback. Key Responsibilities - Serve as the primary relationship owner for a portfolio of referral partners, acting as a trusted advisor and escalation point. - Lead partner onboarding and enablement, including training, go‑to‑market alignment, and ongoing education on SBT’s compliant messaging and payments capabilities. Some of these activities will be delegated to responsible groups inside SBT but this will be a hands-on role. - Monitor partner performance, platform usage, and customer health to identify risk, growth opportunities, and expansion paths. - Collaborate closely with Sales to support partner‑led adoption, retention, and revenue expansion through co‑selling motions. - Maintain accurate partner and opportunity records in Salesforce and related systems to support forecasting and performance visibility. Manage, when it occurs, conflict between channel and direct sales. Cross-Functional Impact This role works cross‑functionally with Sales, Product, and other Partner Programs to align partner capabilities with customer needs, reinforce consistent go‑to‑market execution, and strengthen SBT’s broader partner ecosystem. Required Skills and Qualifications - 5+ years of experience in Customer Success, Partner/Channel Management, or Account Management within SaaS or fintech environments. - Proven experience supporting reseller, referral, or indirect sales models. - Strong understanding of messaging technologies, payments, or financial services ecosystems. - Excellent communication, relationship‑building, and cross‑functional collaboration skills. - Hands‑on experience with Salesforce and able to lead adoption of a chosen partner‑related tool. General Duties and Expectations - Adhere to the Company's Code of Conduct/Ethics. - Create and maintain effective working relationships with other Company - Contribute to the professional culture within the office and the company - Project a professional and appropriate Company image in all dealings with clients, vendors, business partners and visitors - Support the efforts of senior management and sales staff by maintaining business network of contacts as clients change roles and/or companies - Ability to travel up to 25% as needed - Ensure security of information in all matters pertaining to company, client, and consumer information - Contribute to the professional culture within the office and the company overall About Solutions by Text Solutions by Text (SBT) was founded with the mission to deliver impactful conversational messaging and convenient payment solutions. Built on wireless carrier industry best practices, SBT is the only compliance-first provider of enterprise texting solutions in the market. More than 1,400 consumer finance organizations, including leading brands in auto finance, banking and lending, trust SBT to ensure convenient, effective, and compliant relationships with their millions of consumers. SBT is headquartered in Dallas, TX with remote teams and offices throughout the United States. Game-changing Technology Built for Growth Solutions By Text (SBT) is changing the way highly regulated businesses engage, interact and transact with customers via their mobile devices. Since adding its first customer, SBT has quickly become the leading text provider to consumer finance companies and various other regulated industries. Recognized as part of the Inc. 5000 fastest growing companies as well as Best Places to Work, SBT continues to evolve and expand through the addition of great employees who desire an exciting, collaborative culture. Solutions By Text is committed to promoting the values of diversity and inclusion throughout the business. Whether it is through recruitment, retention, career progression or training and development, we are committed to improving opportunities for people regardless of their background or circumstances.

About Data Society Group At Data Society Group, we provide the highest quality, leading-edge, industry-tailored data and AI training and solutions for Fortune 1,000 companies and federal, state, and local governmental organizations. We partner with our clients to educate, equip, and empower their workforces with the skills they need to achieve their goals and expand their impact. We are empowering the workforces of the future, supporting engineers and scientists to train up on the most complex AI solutions and Machine Learning skills. Role Overview We are seeking a capable and resourceful Data Engineer with expertise in cloud-based text-focused AI systems to join our technology and solutions team. In this role, you will be a key individual contributor, applying your expertise to build robust, scalable, and complex data and AI solutions for our external clients. You will work within a cross-functional team, collaborating closely with UX Designers, Engineers, and Project Managers to translate client requirements into high-quality technical deliverables. Responsibilities Design, build, and maintain scalable data pipelines for structured and unstructured data ingestion, transformation, and processing. Architect, build, and deploy LLM-based solutions on cloud platforms, including prompt pipelines, orchestration layers, embeddings, vector databases, and evaluation workflows. Design and implement RAG systems end-to-end including document ingestion, chunking/embedding, indexing, retrieval, grounding, model integration. Architect and enforce data models, governance, cataloging and schema design to support both analytics and AI workloads. Build and optimize cloud-native data architectures to support compute, storage, and orchestration for high-throughput, production-grade AI workloads. Implement reliable and efficient ETL patterns, leveraging best practices for data quality, lineage, versioning, and cataloging. Instrument observability and monitoring for data pipelines, including latency, error rates, and schema drift, with alerting and automated remediation where possible. Implement monitoring, observability, and performance optimization for data and AI systems. Operate effectively within Agile workflows, contribute to sprint planning, estimations, backlog refinement and continuous improvement. Work closely with clients to gather requirements, provide technical guidance and present solutions and implementation plans. Communicate complex technical information to both technical and non-technical stakeholders. Work cross-functionally with UX, engineering, and PM teams to deliver client-facing solutions. Translate complex technical needs into clear development requirements and implementation plans. Stay current with emerging technologies and recommend improvements to our engineering practices, architecture patterns, and cloud ecosystem. Qualifications Hands-on experience deploying LLM-based applications, including RAG or similar retrieval systems. Proven experience deploying systems on AWS or Azure (AWS preferred). Strong understanding of embeddings, chunking strategies, retrieval optimization, and evaluation. 5+ years of data and analytics engineering in cloud environments. Expertise in SQL, Python, and schema design with experience in data cataloging and governance tools. Demonstrated experience building robust and maintainable data architectures, including real-time or steaming pipelines. Experience working in Agile / Scrum development processes. Excellent communication skills and ability to work cross-functionally with non-technical teams. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. This position will be remote in the US though based out of the Washington, DC area with travel to client sites in DC if needed.

• Design, develop, and maintain Power BI dashboards and data models supporting business functions • Partner with business stakeholders to gather requirements, define KPIs, and translate them into actionable reporting solutions • Ensure data accuracy and consistency by validating source data, monitoring report outputs, and documenting assumptions and definitions • Collaborate with Data Engineering to define analytical requirements and contribute to the design of optimized data models and transformation logic • Support self-service BI users through communications, collateral, and training materials • Document KPI definitions, data lineage, and reporting assumptions to support consistency and self-service analytics • Identify opportunities to automate manual reporting processes and improve refresh reliability

• Own technical discovery for payments opportunities to understand the customer’s current payments stack, workflows, and constraints. • Ask sharp, structured questions to uncover integration requirements across payment flows, tokenization, security/compliance, reporting/reconciliation, and exceptions (declines, disputes, returns). • Translate discovery into clear requirements and scope documents (assumptions, dependencies, risks, acceptance criteria) in partnership with the Payments Sales Consultant. • Lead customer-facing technical solutioning conversations, explaining implementation options and tradeoffs in plain language. • Produce implementation-ready handoff artifacts and coordinate with the Implementation team to confirm scope, milestones, and readiness. • Support pre-launch testing and early go-live troubleshooting as needed to ensure a smooth transition from sale to delivery.