Spoiler Alert

• Proactive monitoring of customer platform usage during sales cycles via system alerts, email workflows and support tickets to ensure any issues that arise are successfully and rapidly resolved internally and with customers • Respond to, triage and drive resolution of all inbound support requests from customers and their buyers • Own escalated support issues to ensure that production blocking issues are rapidly resolved • Conduct proactive customer check-ins on platform usage with customer users while documenting feedback to drive improved customer results • Leverage our BI tool/platform to provide scheduled and ad-hoc customer analytics and reporting to ensure all customer deliverables and alerts are on-time and error free • Work with responsible Customer Team Managers to complete technical configuration, implementation and testing tasks/tickets during new customer onboarding and subsequent software upgrades • Play a key role in a range of initiatives to improve customer outcomes, platform adoption and productivity • Create and/or update internal support and external customer documentation • Be a subject matter expert in the Spoiler Alert platform and system features, functions and capabilities

• Own the long-term product roadmap for Spoiler Alert’s network connectivity and order-to-cash capabilities, integrating payments, risk management, and buyer/seller connectivity. • Deeply understand the needs of your users - including CPG brand sellers, off-price buyers, and internal Operations and Finance teams - to define and prioritize features that serve the full marketplace ecosystem • Translate market needs, customer pain points, and operational realities into a clear multi-quarter roadmap. • Define and champion the product vision that balances marketplace liquidity goals with operational excellence and seller/buyer satisfaction. • Drive product evolution from early adoption through scaled deployment to become a core revenue engine for the business. • Partner with sales, customer success, and marketing to ensure GTM readiness, positioning, and customer understanding. • Collaborate with finance, risk, and legal teams to ensure compliance with payment insurance, dispute processes, and credit exposure policies. • Serve as the subject matter expert for internal teams on how the network connectivity and order-to-cash model works and its strategic value to the business. • Lead continuous discovery, requirements definition, and end-to-end delivery of key capabilities • Work directly with Design, Data & Engineering and Product Marketing to scope, prioritize (RICE Framework), and release high-impact features through iterative delivery cycles. • Deliver high-quality products in a repeatable and optimized SDLC • Define and track KPIs that measure performance and inform future investments • Measure the impact of new features using data, experiments, and customer feedback loops.