StarRez, Inc.

• Drive efficiency, coordination, and clarity across the Product Engineering and Design organization. • Support cross-functional alignment, process improvement, and data-driven decision-making throughout the product lifecycle. • Supervise 1 to 2 team members, manage the internal product knowledge base, and enable Product Analytics. • Focus on making product work smoother, smarter, and more scalable.

• Own delivery from zero to one: Translate product vision into clear, actionable work, owning day-to-day execution, sprint planning, backlog, and launch readiness • Turn strategy into shipped product: Partner closely with the US-based Product Manager to break down priorities into deliverable increments that drive real progress toward launch • Prioritise ruthlessly: Make clear decisions about what matters most, balancing customer value, business impact, speed, scope, and risk • Drive outcomes, not just output: Ensure the team is focused on delivering features that impact acquisition, conversion, engagement, and business outcomes, not just completing tickets • Keep the team moving fast: Remove blockers, clarify requirements, and maintain momentum in a high-urgency environment • Work iteratively: Ship in small increments, gather feedback quickly, and continuously refine based on real usage • Partner with Engineering & Design: Align on scope, trade-offs, and sequencing to balance speed, quality, and impact and launch goals • Operate AI-first: Use AI tools to improve overall team efficiency, accelerate backlog creation and refinement, and streamline documentation • Maintain clarity in ambiguity: Bring structure to evolving priorities, ensuring the team always knows what matters most and why, and what can wait

• Own the performance and growth of a two-sided marketplace, balancing supply (Universities and PMCs) and demand (Students) • Define and optimize monetization strategy, including pricing, packaging, and revenue growth levers • Drive end-to-end acquisition and growth initiatives across both sides of the marketplace • Build and scale a structured experimentation program to improve conversion, engagement, and revenue • Establish and track key product and business metrics, using data to inform roadmap prioritization and decision-making • Lead cross-functional collaboration and execution across Product, Engineering, Analytics, and Go-To-Market teams

• Lead discovery and scoping conversations with prospective customers to define implementation and training requirements • Partner with Sales to accurately estimate delivery hours for core systems, modules, and custom solutions • Develop detailed handover documentation to ensure smooth transition from pre-sales to Services delivery • Scope Service & Success Package usage requests in collaboration with Customer Success Managers • Create proofs of concept and recommend solutions for complex or non-standard customer needs • Collaborate with Product, Partnerships, and Services to scope delivery for new features and integrations • Maintain and improve scoping accuracy by monitoring implementations and updating internal frameworks (e.g., hours matrix)

• Provide high-level administrative and operational support to multiple members of the Executive Leadership Team (ELT). • Act as a trusted partner, helping leaders manage priorities, time, and communication. • Manage and optimize complex, overlapping schedules for multiple ELT members. • Coordinate domestic and international travel across ELT members, including logistics and itinerary management. • Prepare high-quality briefing materials, presentations, and reports. • Serve as a key point of contact for ELT members and handle sensitive information with discretion. • Draft, review, and edit executive communications. • Coordinate leadership team meetings, offsites, and strategic initiatives.

• Supervision of 4-6 Project Managers and Project Consultants, providing overall support and leadership within the services team. • Meet individually with PM's at least once a week to review projects and provide support to newer team members. • Responsible for creating new hire training, along with ongoing training for the Services Team. • Monitor administrative tasks of the Services team to ensure consistency and accuracy. • Provide escalation support and back up for the Director of Professional Services. • Join calls as needed to provide support to Project Managers when scoping custom specs. • Assist with project assignment process. • Assistance with conducting Scope Review calls with new customers. • Provide additional support for creation of specification documents. • Running professional training sessions - Internal and External. • Provide customers with subject matter and business process consultations. • Understand customer requirements, translating them into refined and specification documents. • Provide resolution to project, implementation or customer issues. • Create project documentation and procedures. • Support customers to strategize and design the integration of StarRez software with other systems. • Testing of products, custom tools or components.

• Manage a portfolio of high-value Strategic Partners, building strong, multi-threaded relationships • Lead structured QBRs and ongoing partner check-ins to maintain alignment and performance • Establish and track Partner Health metrics tied to revenue, engagement, and shared outcomes • Own and maintain accurate partner data, including contracts, revenue tracking, and opportunity attribution • Standardize reporting, dashboards, and performance scorecards across the partner portfolio • Deliver clear, executive-ready performance updates to internal stakeholders and partner leadership • Develop and implement partner value creation plans to drive measurable mutual growth • Identify and support upsell, cross-sell, and co-sell opportunities within shared accounts • Partner cross-functionally with Sales, Marketing, and Customer teams to embed partners into GTM strategy • Build and manage a structured inbound partner qualification process to guide thoughtful ecosystem expansion

• Oversee the entire recruitment lifecycle, ensuring an effective talent acquisition strategy aligned to the company’s global business objectives and a seamless and positive candidate experience. • Leverage data-driven insights to refine recruitment process and improve efficiency. • Lead, mentor, and develop a high-performing talent acquisition team. • Work closely with the senior leadership team to understand business needs and translate them into actionable hiring plans. • Drive best practices in sourcing, interviewing, and selection to ensure a high-quality talent pipeline. • Develop strong relationships with internal stakeholders, hiring managers, and external partners. • Build the company’s employer brand to share the StarRez value proposition for candidates and attract top talent globally. • Represent the company at industry events, conferences, and networking opportunities.

• Manage to successful resolution internal, external, and executive escalations • Provide exemplary customer support and technical issue resolution of complex problems via phone, email, and chat. • Meet performance objectives in call quality, customer satisfaction, and call handling • Utilize critical thinking skills to analyze information and provide solutions • Provide after hours and/or on-call coverage (scheduled in advance when possible) • Monitor ticket and other possible issues in absence of Support Leadership • Effectively communicate and partner with colleagues to assist in resolving client issues • Provide specific expectations and timely follow up on all customer issues • Facilitate screen connect sessions to aid customers in troubleshooting the product • Guide and advise the Support team in conjunction with Team Leads and Customer Support Manager. • May participate in the training of new team members • May participate in the mentoring and development of existing team members. • Review knowledge base article drafts • Additional duties and projects as assigned and required by business need • Travel as needed (less than 1% of the time) with advanced notice

• Develop strong relationships with assigned customers through regular, meaningful engagement to ensure satisfaction and long-term success. • Work with customers to establish goals, track key performance indicators, and provide guidance on maximizing their use of StarRez solutions. • Analyze customer usage metrics, gather feedback, and run NPS surveys to proactively identify areas for improvement and growth. • Anticipate customer needs, offer strategic recommendations, and identify logical expansion opportunities to enhance their investment. • Serve as the primary point of contact for escalations, taking ownership of issues and ensuring timely resolution through proper escalation channels. • Act as a subject matter expert, offering best practices and business process guidance to help customers optimize their housing management operations. • Track outstanding implementation items and collaborate with internal teams to ensure timely delivery and customer satisfaction. • Help customers design and strategize the integration of StarRez with other systems to improve efficiency and operations. • Develop project plans, procedures, and internal documentation strategies to support customers' ongoing success with the platform. • Work cross-functionally with internal departments to provide escalation support, track project timelines, and ensure a seamless customer experience.