steercom - Key Message. Delivered.

• Define and iterate on the engagement models for our Enterprise (high-touch) and Scaled (tech-touch) tiers to maximize efficiency. • Develop a standardized Account Health Scoring system that identifies risk across the entire 1,000+ account base. • Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks. • Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk. • Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth.

• Technical Strategy & Ownership: Focus on the core components of the Steer CRM, specifically optimizing how we ingest and process data to revolutionize our automation tools. • Architectural Vision: Lead the design of reusable full-stack components and services that ensure our platform remains performant as we scale toward market dominance. • Adaptive Development: Pivot at a moment's notice based on evolving business needs, shifting focus between new integrations and core infrastructure to keep our ecosystem seamless. • Customer-Centric Engineering: Partner closely with Product to understand user pain points, ensuring every architectural decision adds tangible value to the auto repair shops we serve. • Code Excellence: Champion best practices in security, test automation, and maintainability. Conduct deep-dive code reviews that elevate the entire engineering organization. • Modern DevOps: Influence our CI/CD pipelines, containerization (Docker, Kubernetes), and IaC practices to ensure a seamless developer experience.

• Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordination • Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common • Implement scheduling tools and CRM. This includes integration, configuration, training and enablement. • Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and responsive support • Troubleshoot technical issues and coordinate timely updates to live configurations as needed • Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless onboarding experience • Own the free trial to paid conversion process to ensure customer adoption • Seeks out new knowledge and approaches problems with a mindset of exploration in regards to AutoOps and Steer Products

• Conduct a 'root to branch' review of our current onboarding playbook and implement a streamlined, automated, and repeatable version. • Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning. • Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation. • Directly impact company-wide Churn and CSAT scores by ensuring every customer feels 'high-touch' care through 'high-tech' efficiency. • Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity).

• Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordination • Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common • Implement scheduling tools and CRM. This includes integration, configuration, training and enablement. • Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and responsive support • Troubleshoot technical issues and coordinate timely updates to live configurations as needed • Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless onboarding experience • Own the free trial to paid conversion process to ensure customer adoption • Seeks out new knowledge and approaches problems with a mindset of exploration in regards to AutoOps and Steer Products

• Manage the end-to-end onboarding of customers using for multiple products including initial outreach, requirements gathering, and setup coordination • Tailor and configure customer-facing templates based on client inputs and business goals – no custom development required, but small updates and adjustments will be common • Implement scheduling tools and CRM. This includes integration, configuration, training and enablement. • Serve as the primary point of contact for customers throughout their onboarding journey, delivering a high-touch experience and responsive support • Troubleshoot technical issues and coordinate timely updates to live configurations as needed • Collaborate closely with teammates focused on integrations, scheduling, and CRM setup to create a seamless onboarding experience • Own the free trial to paid conversion process to ensure customer adoption • Seeks out new knowledge and approaches problems with a mindset of exploration in regards to AutoOps and Steer Products

• Conduct a high volume of calls and online product demos. • Develop a deep understanding of our SaaS product, its features, benefits, and target market to effectively communicate its value to potential clients. • Maintain meticulous records of sales activities, customer interactions, and pipeline progress using our CRM system to ensure accurate forecasting and reporting. • Employ a consultative sales approach to understand prospects' needs and tailor presentations accordingly. • Diligently follow up post-demo, navigate objections, build trust, and close deals to drive revenue growth.

• Lead our Customer Success Managers, overseeing a diverse portfolio from high-touch Enterprise partnerships to high-volume Scaled segments • Report to the Director of Customer Success; bridge between personalized relationship management and digital-first automation • Professionalize our CS operations by building a unified "Account Health" framework • Lead a supportive, high-trust team; provide strategic structure needed to turn "crowdsourced" Slack knowledge into repeatable, data-driven playbooks • Define and iterate on the engagement models for Enterprise (high-touch) and Scaled (tech-touch) tiers • Develop a standardized Account Health Scoring system that identifies risk across the over 1,000 account base • Transition the team from informal Slack-based collaboration to a structured internal knowledge base and formal playbooks • Move the team away from reactive "firefighting" by using leading indicators to trigger outreach before a customer is at risk • Manage the day-to-day performance of the CS team, using clear KPIs to drive accountability and professional growth

• Technical Strategy & Ownership: You will focus on the core components of the Steer CRM, specifically optimizing how we ingest and process data to revolutionize our automation tools. We don't expect you to do this alone; we encourage the heavy use of AI-assisted coding to accelerate development and bridge any gaps across our stack. • Adaptive Development: Be ready to pivot at a moment's notice. Based on evolving business needs, you may need to shift focus to work on new or existing integrations to ensure our ecosystem remains seamless. • Customer-Centric Development: Partner closely with Product to understand user pain points, ensuring every line of code adds tangible value to the auto repair shops we serve. • System Design & Scalability: Architect reusable full stack components and services that ensure our platform remains performant as we scale. • Code Excellence: Champion best practices in security, test automation, and maintainability. Conduct deep-dive code reviews that elevate the entire engineering organization. • Modern DevOps: Influence our CI/CD pipelines, containerization (Docker, Kubernetes), and IaC practices to ensure a seamless developer experience and operational reliability.

• Audit & Overhaul: Conduct a "root to branch" review of our current onboarding playbook and implement a streamlined, automated, and repeatable version. • Lead the Charge: Manage, coach, and upskill a team of Onboarding Specialists, setting clear expectations and rebuilding a culture of winning. • Bridge the Gap: Partner with Sales to ensure seamless handoffs and with Customer Success to ensure long-term health is baked into the implementation. • Drive Retention: Directly impact company-wide Churn and CSAT scores by ensuring every customer feels "high-touch" care through "high-tech" efficiency. • Report Progress: Define and track the metrics that matter (Time-to-Value, Activation rates, Team Capacity).