SugarCRM

• Own Databricks production support for the Sugar Predict data platform, including monitoring, alerting, and incident response across all production data flows • Maintain and report on SLA performance metrics for data pipeline delivery, ensuring visibility into platform health and accountability across internal and external stakeholders • Identify and implement pipeline optimizations that reduce Databricks compute costs, improve throughput, and reduce processing windows while tracking impacts through measurable KPIs • Migrate legacy ETL/ELT pipelines to Databricks, building automation tooling to reduce manual intervention and ensure uninterrupted data delivery during transitions • Support new customers onboarding by provisioning, validating, and hardening tenant data pipelines that deliver reliable, isolated data from day one • Design and build high-performance Databricks pipelines that ingest, transform, and serve ERP and CRM data at scale across both Azure and AWS environments • Own the Delta Lake architecture including schema design, partitioning strategies, data quality enforcement, and incremental processing patterns • Enforce data security best practices across Databricks environments, including role-based access control, secrets management, and compliance requirements for enterprise CRM and ERP data • Implement data quality monitoring and observability across pipeline health and ML model inputs, ensuring data integrity that directly supports Sugar Predict prediction accuracy • Apply and enforce multi-tenant data isolation patterns ensuring reliable, secure data delivery across Sugar Predict enterprise customers • Partner with the Enterprise Architecture team to ensure Sugar Predict data pipelines integrate seamlessly with the broader SugarAI product ecosystem • Support a globally distributed operation through on-call rotation and after-hours incident response, meeting SLAs across multiple time zones • Maintain technical documentation, runbooks, and architectural decision records, contributing to team knowledge sharing and operational readiness across on-call and incident response scenarios • Apply CI/CD best practices to data pipeline development, including version control, automated testing, and deployment tooling to ensure reliable and repeatable pipeline delivery

• Own and deliver against annual sales targets within an assigned North America territory, with full accountability for net-new revenue generation and account growth • Develop and execute strategic territory and account plans to expand the customer base and drive pipeline creation • Manage the full sales cycle from prospecting through close, maintaining control and momentum across complex, multi-stakeholder deals • Partner closely with Business Development and Marketing to align on target accounts, messaging, and outbound strategy; actively participate in outreach and meeting execution • Lead discovery, qualification, and solution positioning with executive stakeholders, establishing clear objectives and advancing opportunities effectively • Organize and deliver tailored solution demonstrations, including functional overviews and coordinated deep dives with subject matter experts as needed • Collaborate cross-functionally with product, engineering, marketing, customer success, and professional services to align on customer needs and ensure successful deal execution • Partner with professional services to define scope, success criteria, and delivery expectations for customer engagements • Maintain a deep understanding of the company’s solutions, services, and competitive positioning, effectively articulating key differentiators in the market • Travel, as needed, to support team and individual goals

• Lead digital marketing strategy and execution across paid search, paid social, display, retargeting, email, and emerging digital channels. • Partner with demand generation and campaign teams to support pipeline creation and campaign performance goals. • Optimize digital channel performance, conversion rates, and campaign effectiveness across global programs. • Develop scalable digital activation strategies aligned to regional and global marketing initiatives. • Support account-based marketing and targeted engagement initiatives through coordinated digital programs. • Own corporate website strategy, including user experience, SEO, content structure, personalization, and conversion optimization. • Drive website enhancements focused on engagement, lead generation, and customer experience improvement. • Lead testing and experimentation initiatives including A/B testing, landing page optimization, and user journey analysis. • Partner with content, brand, and product marketing teams to ensure consistency and effectiveness across digital experiences. • Monitor and improve website performance, usability, and search visibility. • Manage performance marketing programs and agency relationships across paid media channels. • Analyze campaign and website performance data to identify optimization opportunities and improve ROI. • Develop reporting frameworks and dashboards to measure digital engagement, conversion, and campaign effectiveness. • Drive continuous improvement through testing, experimentation, and performance analysis. • Partner with Marketing Operations and Revenue Operations teams to support campaign execution, audience segmentation, and lead flow processes. • Leverage marketing automation and digital tools to improve campaign effectiveness and customer engagement. • Support implementation and adoption of new digital marketing capabilities and AI-enabled tools. • Ensure digital campaigns are executed efficiently and aligned with measurement and reporting standards. • Lead and develop teams across web, digital marketing, and performance marketing functions. • Manage agency and vendor relationships supporting digital initiatives. • Collaborate cross-functionally with marketing, sales, operations, and product marketing teams to align digital efforts with business priorities. • Support annual planning, budgeting, and prioritization for digital marketing initiatives. • Foster a culture of accountability, collaboration, innovation, and continuous optimization.

• Lead core Revenue Operations functions across Sales Operations, Client Success Operations, and Deal Desk. • Manage, coach, and develop a small but high-impact team, creating clarity around priorities, roles, service levels, and expected outcomes. • Partner with the VP, Revenue Operations to translate company strategy into scalable operational plans and team execution. • Build a culture of accountability, operational rigor, continuous improvement, and strong internal partnership. • Lead the design, standardization, documentation, and continuous improvement of core go-to-market processes across the lead-to-close, order-to-book, and customer lifecycle management motions. • Identify manual, inconsistent, and low-value workflows across Sales Ops, CS Ops, and Deal Desk, and implement automation to improve efficiency, accuracy, compliance, and user experience. • Establish scalable business rules, governance frameworks, and operating procedures that drive consistency across teams, functions, and geographies. • Partner with business stakeholders and systems teams to translate requirements into durable process improvements and automated solutions. • Optimize end-to-end sales processes to improve productivity, pipeline management, forecasting discipline, and rep execution. • Lead territory design, segmentation, and coverage planning across geographies, segments, and verticals. • Support quota operations, account assignment governance, account holdovers, certification tracking, and operational reporting. • Improve pipeline hygiene, forecasting accuracy, and reporting consistency through better process design, controls, and dashboards. • Support the operational infrastructure for customer lifecycle management, including renewals, expansion support, customer segmentation, success workflows, and performance visibility. • Standardize core Client Success processes, stage definitions, handoffs, and success metrics to improve consistency and scalability. • Oversee Deal Desk operations to ensure efficient management of approvals, pricing, discounting, exception handling, and policy adherence. • Deliver accurate, timely dashboards, executive reporting, and actionable insights across sales performance, customer retention, forecast risk, conversion trends, and productivity. • Own data quality standards and governance across CRM, BI, and related revenue systems.

• This role owns the strategic design and evolution of enablement across the go-to-market ecosystem—Sales, Customer Success, and Partners—aligned tightly to marketing strategy and business growth priorities. • While the primary focus is strategic, this role will initially deliver select high-impact enablement programs and content to accelerate business outcomes and establish foundational assets. • This individual will operate as a cross-functional leader, influencing senior stakeholders and ensuring enablement drives measurable revenue impact.

• Develop and execute comprehensive partner marketing plans aligned with company growth objectives. • Identify high-impact co-marketing opportunities with strategic partners (e.g., ISVs, SIs, resellers). • Align partner initiatives with product launches, campaigns, and regional priorities. • Drive joint demand generation programs with partners, including digital campaigns, events, webinars, and content syndication. • Track, measure, and optimize partner-sourced and partner-influenced pipeline. • Manage joint marketing budgets (MDF) and ensure ROI accountability. • Build scalable partner marketing toolkits, playbooks, and campaign-in-a-box assets. • Enable partners with messaging, positioning, and go-to-market resources. • Foster strong relationships with partner stakeholders to increase engagement and program adoption. • Work closely with Sales, Partner Alliances, Product Marketing, and Field Marketing teams to ensure alignment and execution. • Act as the marketing liaison for strategic partner accounts. • Define KPIs and track performance of partner marketing programs. • Deliver regular reporting on pipeline contribution, campaign effectiveness, and partner ROI. • Ensure consistent brand representation across partner-led initiatives. • Collaborate on joint value propositions and messaging frameworks.

• Build and maintain strong relationships with key stakeholders within client accounts. Act as a trusted advisor to guide clients in leveraging our CX platform for maximum impact, ensuring long-term satisfaction and value realization. • Own the entire post-sale lifecycle for assigned accounts, including ensuring timely contract renewals, driving retention strategies, and mitigating churn risks. • Identify and execute on opportunities for upselling and cross-selling across existing client portfolios. Leverage deep knowledge of clients’ business needs and our product offerings to provide tailored solutions. • Use client data and analytics to track account health, uncover opportunities, and tailor strategies that maximize customer success. Monitor key success metrics (e.g., adoption rates, usage patterns) to proactively address potential challenges and maximize renewal probability. • Work cross-functionally with sales, product, and support teams to address customer needs and deliver exceptional service. Identify new contacts and departments within existing accounts to expand product adoption and customer footprint. • Act as the voice of the customer within the company. Gather feedback and communicate customer needs and insights across product, sales, and marketing teams to help guide the direction of product development and marketing strategies.

• Own and lead the enterprise digital growth strategy, driving measurable impact on pipeline, revenue, retention, and expansion across the full customer lifecycle. • Act as a strategic advisor to marketing and GTM leaders, shaping digital activation strategies including channel mix, audience segmentation, personalization, and budget allocation. • Lead global web and digital experience strategy, including UX/UI, SEO, CRO, personalization, and experimentation to optimize conversion across inbound and account-based motions. • Own performance marketing and digital demand generation, improving efficiency (CAC, cost per pipeline) across paid and owned channels globally. • Design and scale lifecycle marketing programs, driving engagement, pipeline velocity, and expansion through data-driven segmentation and orchestration. • Oversee marketing automation and the digital tech stack, ensuring strong governance, innovation, and alignment with Revenue Operations. • Establish analytics, attribution, and performance measurement frameworks, linking digital activity to revenue outcomes and enabling data-driven decision making. • Build and lead a high-performing global team, managing budgets, agencies, and cross-functional collaboration to drive execution excellence.

• Develop and maintain strategic relationships with key stakeholders within large global accounts. • Work closely with Sugar teams across different regions to ensure a unified approach to account management. • Act as the voice of the customer within the company. • Collaborate throughout Sugar to ensure account renewals and expansions are executed seamlessly. • Track and analyze key account metrics across regions. • Serve as the escalation point for resolving any issues or challenges faced by customers.

• Join a diverse team around the world shares a passion for helping customers succeed. • Build a culture that values personal and professional growth; • Offer a different kind of customer relationship management (CRM) software. • Help sales teams reach their highest potential.