Spinnaker Support

• Develop, execute, and optimize multi-channel demand generation programs across email, paid media, content syndication, webinars, events, and ABM • Own the full marketing funnel from top-of-funnel awareness through MQL-to-SQL handoff, ensuring quality, velocity, and volume • Build and manage account-based marketing (ABM) programs targeting enterprise accounts in key verticals and geographies • Partner with sales leadership to align on ICP, account tiering, and pipeline coverage goals • Own campaign execution and lead management in Pardot, including segmentation, scoring, nurture workflows, and lifecycle programs • Maintain data hygiene and lead routing integrity across Pardot and Salesforce • Build and manage campaign tracking, UTM frameworks, and attribution models to ensure accurate performance reporting • Own weekly and monthly reporting on pipeline contribution, MQL/SQL volume, conversion rates, CAC, and campaign ROI • Build dashboards that give marketing and sales leadership clear visibility into what's working • Use data to make proactive optimization decisions -- not just post-mortems • Partner with content and creative teams to ensure the right assets reach the right audiences at the right funnel stage • Manage relationships with paid media agencies or vendors to maximize performance across LinkedIn, Google, and programmatic channels • Collaborate with field and partner marketing teams to integrate regional programs into global demand gen strategy

• This is an exciting and broad role where your voice will be at the forefront in shaping how we help our clients. It is a consultative advisory role that enables our customers to translate their technical stack into solutions. • You will be working with experienced professionals who have worked, in majority of cases, for over 20+ years with SAP technology and with a team adept at problem solving with a customer centric approach to service delivery. You will gain bespoke insights into our customers, their requirements and learn how third-party support is an enabler for our customers to fulfil their business transformations well into the 2040's. There is scope for you to learn additional verticals and enhance your sales and presentational capabilities in a growing industry that now has significant recognition from industry commentators • You will advise our customers on their journey of understanding alternate methods of support, based on your experience and practice or awareness of the deployment, management, and updates for the SAP ERP stack (any exposure to Oracle, VMware is a bonus). • You will help frame stories and interpret technology challenges into real business solutions and outcomes. • You will heavily participate in and contribute to the commercial aspects of the solution by drafting support spend estimates and cost prediction models. • You will play a key role in driving both technical and financial aspects of the solution by working with other teams across different time zones and often under tight timelines. • Proactively adapts to new challenges with minimal supervision and takes ownership of developing processes and frameworks suited to the South African region. • You will be adept at reading the audience in conversations and be able to tailor your talk track or responses accordingly. • A team player with a passion for understanding the complexities of third-party support. Willing to invest time and effort to learn and collaborate with peers and colleagues throughout the process. • Open to supporting other regions as needed, contributing knowledge and assistance across geographies. • Able to quickly grasp new or unfamiliar concepts, especially within the third-party software support ecosystem. • Demonstrates empathy and foresight in responding to last-minute or ad hoc requests from management, colleagues, or prospects. Strives to deliver thoughtful, tailored, and actionable responses. • Builds and maintains strong, lasting relationships with in-region partners around delivery, resale, referral, and license compliance. • Leads, owns, and collaborates on RFP/RFI/RFQ exercises, ensuring high-quality and timely submissions. • Anticipates challenges and proactively works to resolve them by coordinating with internal and external stakeholders. • Demonstrate foresight by identifying gaps in messaging and creating quality collateral (PowerPoint slides, whitepapers, data analysis) with minimal supervision. • Commands credibility with prospects and partners by leveraging deep technical expertise and experience to build trust and influence. • Quickly gains a strong understanding of SAP security approach under third-party support and serves as a trusted security advisor to prospects, customers, and partners. • You will advise your peers in sales on the interwoven nature of the SAP software footprint in front of you. • You will work across a broad range of industries in the South African region as well as globally and across a wide range of unique and different customer sets. • You will thrive working as a team but also shine working on your own with minimal supervision, continuously learning and enhancing your contributions by leveraging expertise and knowledge.

• Define and own Spinnaker Support's global demand generation strategy • Build and continuously optimize a multi-channel demand gen program • Serve as the senior marketing leader responsible for pipeline contribution • Translate business objectives into quarterly and annual demand gen roadmaps • Lead, mentor, and grow a small team of Demand Generation Managers • Own and manage the global demand generation budget • Oversee ABM strategy targeting enterprise accounts • Maintain alignment between Pardot and Salesforce CRM • Own global demand gen reporting and build necessary dashboards

Role Description Spinnaker Support has an immediate need for a PostgreSQL Technical Solution Architect (TSA) to join our team in India. The TSA will possess deep technical expertise across PostgreSQL database technologies, enterprise open-source ecosystems, and associated high availability, performance, migration, and cloud-native architectures. The TSA will engage in critical aspects of database support delivery and solution lifecycle management including: - Technical analysis - Architecture design - Migration planning - Performance optimization - Troubleshooting - Implementation - Customer advisory - Team development - Pre-sales support activities The TSA will act as a trusted advisor to customers and internal teams, providing expert-level architectural guidance for complex PostgreSQL environments across on-premises, hybrid, and cloud deployments. The role requires the ability to manage technical compliance, operational resilience, and best practices throughout all stages of the database lifecycle. Qualifications - Bachelor’s Degree or equivalent experience - 15+ years of database administration, architecture, or support experience - 10+ years hands-on PostgreSQL experience in enterprise environments - Strong experience with PostgreSQL performance tuning, HA/DR, replication, backup/recovery, and security - Engagement in Postgres Community as contributor or reviewer - Experience with PostgreSQL migrations from Oracle, SQL Server, or other commercial databases Requirements - Experience with cloud platforms such as AWS, Azure, or GCP - Experience with enterprise PostgreSQL distributions such as EDB, Crunchy Data, or similar - PostgreSQL or cloud certifications preferred Benefits - This position is considered level 4 help desk support - Must have excellent customer focus and communication, friendly interaction, and a passion to help customers with their software issues - Provide technical expertise required by application support team - Ability to troubleshoot customer issues in an environment where online and remotely connected to the customer’s systems - Must have ability to work well within a collaborative team environment - Drive customer satisfaction by tracking issues from start to closure - Occasional after hours, weekends and holiday support including participating in on-call rotation - Lead architecture and design discussions for enterprise PostgreSQL solutions - Serve as the technical lead and trusted advisor for complex customer engagements - Collaborate with engineering, support, delivery, and sales teams to ensure successful customer outcomes - Mentor junior engineers and contribute to team capability development - Participate in escalation handling for critical production issues and provide advanced troubleshooting support - Identify opportunities for automation, operational efficiency, and process improvement Required Competencies (Knowledge, Skills, and Abilities) - Expert-level understanding of PostgreSQL architecture, internals, administration, and ecosystem tooling - Strong understanding of replication technologies, clustering, connection pooling, backup/recovery, and observability frameworks - Experience with Linux system administration and scripting - Knowledge of Kubernetes, containers, and cloud-native database deployments is highly desirable - Flexibility, adaptability, and ability to work effectively in ambiguous or rapidly evolving environments - Excellent written and verbal communication skills - Strong remote working discipline with the ability to independently manage customer and internal deliverables Preferred Technical Experience - PostgreSQL - Patroni, PgBouncer, HAProxy - Streaming Replication and Logical Replication - Backup technologies such as pgBackRest or Barman - Monitoring tools such as Prometheus, Grafana, and ELK - Cloud database services including Amazon RDS/Aurora PostgreSQL, Azure Database for PostgreSQL, and Google Cloud SQL - Database migration and schema conversion tools - Infrastructure automation using Ansible, Terraform, or similar tools - Kubernetes operators for PostgreSQL

Role Description Spinnaker Support has an immediate need for a PostgreSQL Technical Solution Architect (TSA) to join our team in India. The TSA will possess deep technical expertise across PostgreSQL database technologies, enterprise open-source ecosystems, and associated high availability, performance, migration, and cloud-native architectures. The TSA will engage in critical aspects of database support delivery and solution lifecycle management including: - Technical analysis - Architecture design - Migration planning - Performance optimization - Troubleshooting - Implementation - Customer advisory - Team development - Pre-sales support activities The TSA will act as a trusted advisor to customers and internal teams, providing expert-level architectural guidance for complex PostgreSQL environments across on-premises, hybrid, and cloud deployments. The role requires the ability to manage technical compliance, operational resilience, and best practices throughout all stages of the database lifecycle. Qualifications - Bachelor’s Degree or equivalent experience - 15+ years of database administration, architecture, or support experience - 10+ years hands-on PostgreSQL experience in enterprise environments - Strong experience with PostgreSQL performance tuning, HA/DR, replication, backup/recovery, and security - Engagement in Postgres Community as contributor or reviewer - Experience with PostgreSQL migrations from Oracle, SQL Server, or other commercial databases Requirements - Experience with cloud platforms such as AWS, Azure, or GCP - Experience with enterprise PostgreSQL distributions such as EDB, Crunchy Data, or similar - PostgreSQL or cloud certifications preferred Benefits - This position is considered level 4 help desk support. - Must have excellent customer focus and communication, friendly interaction, and a passion to help customers with their software issues. - Provide technical expertise required by application support team. - Ability to troubleshoot customer issues in an environment where online and remotely connected to the customer’s systems. - Must have ability to work well within a collaborative team environment. - Drive customer satisfaction by tracking issues from start to closure. - Occasional after hours, weekends and holiday support including participating in on-call rotation. - Lead architecture and design discussions for enterprise PostgreSQL solutions. - Serve as the technical lead and trusted advisor for complex customer engagements. - Collaborate with engineering, support, delivery, and sales teams to ensure successful customer outcomes. - Mentor junior engineers and contribute to team capability development. - Participate in escalation handling for critical production issues and provide advanced troubleshooting support. - Identify opportunities for automation, operational efficiency, and process improvement. Required Competencies (Knowledge, Skills, and Abilities) - Expert-level understanding of PostgreSQL architecture, internals, administration, and ecosystem tooling - Strong understanding of replication technologies, clustering, connection pooling, backup/recovery, and observability frameworks - Experience with Linux system administration and scripting - Knowledge of Kubernetes, containers, and cloud-native database deployments is highly desirable - Flexibility, adaptability, and ability to work effectively in ambiguous or rapidly evolving environments - Excellent written and verbal communication skills - Strong remote working discipline with the ability to independently manage customer and internal deliverables Preferred Technical Experience - PostgreSQL - Patroni, PgBouncer, HAProxy - Streaming Replication and Logical Replication - Backup technologies such as pgBackRest or Barman - Monitoring tools such as Prometheus, Grafana, and ELK - Cloud database services including Amazon RDS/Aurora PostgreSQL, Azure Database for PostgreSQL, and Google Cloud SQL - Database migration and schema conversion tools - Infrastructure automation using Ansible, Terraform, or similar tools - Kubernetes operators for PostgreSQL

• Monitor and assess global tax and regulatory changes, including e-invoicing, VAT/GST, withholding tax, statutory reporting, and country-specific compliance deadlines. • Review legislative publications and tax authority guidance to determine impact on client environments. • Translate regulatory requirements into functional SAP solutions, including tax procedure updates, e-invoicing configuration, reporting changes, withholding tax adjustments, and payment format updates. • Assess cross-module impacts across AP, AR, GL, Fixed Assets, Procurement, and reporting. • Configure and implement changes in SAP ECC and S/4HANA, perform testing, support UAT, and coordinate deployments across Development, QA, and Production. • Deliver solutions on time to meet regulatory deadlines and provide post-go-live support. • Serve as the primary client contact for compliance matters, conduct compliance reviews, and maintain documentation for delivered changes.

Spinnaker Support provides global enterprise software support, managed services, and project-based consulting to many of the world’s most recognized and respected brands. Founded in 2008, our customer focus, business integrity, exacting standards, and depth of expertise have earned us the trust and loyalty of over 1,300 organizations located in 104 countries. Our dedicated international team works closely with every customer to ensure they receive exceptional, customized services that clear the way for their operational success. Today, Spinnaker Support is proud to be the industry’s highest-rated provider for third-party software support services for Oracle, SAP and VMware. We have an immediate need for a Customer Success Manager (CSM) to join our team in the Philippines. As a Customer Success Manager for Enterprise and Strategic accounts, you will own the relationship and account management activities for high-value customers. Your mission is to build long-term partnerships, ensure customers realize the full value of our services, and drive business retention and growth. Reporting to the Sr. Director of Customer Success, you will act as a trusted advisor by understanding customers’ business and IT objectives, advocating on their behalf, resolving issues, and driving satisfaction and loyalty. Key Responsibilities Account Management - Manage a portfolio of Enterprise and Strategic accounts to increase renewals, reduce churn, and identify expansion opportunities. - Drive expansion revenue opportunities to closure partnering with other Go-To-Market team members when appropriate. - Develop and execute customized success plans aligned with customers’ global business goals. - Keep informed of the Spinnaker Support services portfolio and know how to translate our offerings into solving customer challenges and needs. - Drive lifetime customer value by anticipating needs and ensuring positive customer health scores. Customer Advocacy & Relationship Building - Serve as the primary post-sales contact for account questions, technical and security inquiries. - Lead customer escalations in partnership with cross-functional teams, driving resolution and continuous improvement. - Conduct regular business reviews with executive stakeholders to align our services with their strategic objectives. Cross-functional Collaboration - Partner closely with Sales to develop account plans and identify growth opportunities. - Collaborate with Marketing to support corporate initiatives, industry events, and customer references. Process Improvement & CRM Management - Maintain accurate CRM data including renewal, upsell, and cross-sell opportunities. - Support global renewal and retention processes while contributing feedback on service, process, and tool enhancements. - Help refine the customer journey by implementing standardized engagement points based on usage and satisfaction insights. Qualifications & Experience - 7+ years in customer-facing roles such as Customer Success, Sales, and/or Marketing with a strong track record of driving customer satisfaction and retention. - Experience managing complex enterprise accounts and building trusted customer relationships, ability to seek new relationships as needed for driving upsell. - Understanding of Oracle, SAP, and VMware ecosystems preferred, ability to grasp new technical services as they become part of our offering. - Excellent communication, negotiation, and presentation skills with the ability to engage at executive levels. - Proven ability to identify and close renewal and expansion opportunities. - Strong time management and prioritization skills to ensure timely and effective follow-up. - Proactive, hands-on approach with a passion for delivering seamless customer experiences and acting as a customer advocate. - Detail-oriented with consistent CRM hygiene and account lifecycle management expertise. - Ability to work effectively within cross-functional teams including field sales, implementation, and management. - Flexible and adaptable in a high-change environment; open to new concepts and continuous learning. - Self-motivated, curious, and creative with willingness to lead special projects. Location & Travel This is a remote position requiring travel to customer sites is approximately 10-20% annually (2-4 times quarterly). For California based applicants, see our CCPA policy here - Privacy Policy

• Oversee the onboarding of new customers for service delivery • Manage and facilitate all activities associated with Spinnaker Support’s process for onboarding new customers including archive activities • Cultivate strong working relationships with customers, third-party vendors, as well as many internal resources to facilitate the onboarding process • Serve as the main point of contact for customers throughout the lifecycle of the onboarding project and conducts regular project status meetings • Utilize superior organizational skills to act as the primary liaison between the customer and internal departments, to facilitate assigned tasks and positively represent Spinnaker Support objectives.

• Proactive hunting activity in assigned territory • Execute flawless Solution Selling sales engagements • C-level communications, presentations and sales • Lead and manage pursuit team consisting of subject matter expertise through a complex sales process • Own scope discovery activities • Consistently overachieve an attainable sales quota • Maintain necessary opportunity pipeline to support sales quota performance expectations

• This position is for a technical Service Delivery Manager. • Must have excellent customer Ownership and communication, friendly interaction, and a passion to help customers with their software issues. • Provide technical expertise required by Postgres support team. • Troubleshoot customer under break-fix support : Performance tuning, backup strategy, migration optimizations and DBA activities. • Drive customer satisfaction by tracking issues from start to closure. • Monthly Customer Review engagements to foster stronger technical relations.