Tilla

• Help Tilla's Customer Support function scale with our fast-growing client base • Resolve customer issues with genuine technical depth and human warmth • Turn recurring problems into automation and self-service to support many more clients without dropping service quality • Triage and resolve support tickets across channels, owning first-contact resolution for your ticket categories, and own critical customer tasks (assigning vessels, creating and assigning ports, creating users, and similar) • Diagnose technical issues across the product — reading logs, interpreting errors, and reproducing hard-to-replicate bugs across environments • Become a force multiplier for the team as you gain knowledge, eventually helping to onboard and train new team members as we grow • Support the rollout of automation — testing bots, workflows, and macros — and maintain a clean, consistent label and tagging structure • Author and maintain help-centre articles and internal runbooks from recurring ticket resolutions • Identify repeat issues and propose upstream fixes to Engineering and Product • Run ticket-theme and sentiment analysis by account to feed into user meetings • Prepare and run user calls, and run proactive outreach for key product areas • Partner with Customer Success Managers on pilot rollouts, and coordinate with CSMs and travel partners on cross-team tickets

• Own a portfolio of EMEA accounts end-to-end and protect the customer experience as we scale • Manage a portfolio of EMEA accounts from kick-off through renewal, holding the relationship across every touchpoint • Build and maintain account plans with clearly documented baselines and success metrics for each customer • Run QBRs and ROI reviews that translate platform usage into outcomes our customers genuinely care about • Collaborate closely with Support to resolve issues fast and protect customer health scores • Lead our new EMEA pilots from day one and convert them into long-term customers • Lead pilot onboardings across new EMEA regions (Greece, the Nordics, and others) from the very first day of go-live • Manage the pilot-to-full conversion journey, spotting expansion moments and bringing them home commercially • Partner with our Analytics function to turn raw usage data into client-ready narratives and decks • Travel to client meetings across EMEA • Help shape how Customer Success runs at Tilla as we scale into a regional team • Set the bar for how we run Customer Success in EMEA. Your account plans, QBRs, and post-mortems become a model for others • Feed into process improvement initiatives that help the CS function scale alongside the portfolio • Track and report on account performance with a commercial lens, surfacing upsell and expansion opportunities • Grow into a senior voice on the team — with room to step into a regional CS leadership role for EMEA as scope opens up

• Lead user onboarding calls and training sessions, bringing new customers onto the platform with confidence and clarity • Champion the product with sceptical users during pilot rollouts, turning resistance into genuine advocacy and long-term stickiness • Track and report on user adoption and engagement, identifying accounts that need extra attention before issues escalate • Serve as the face of Tilla in the region, building genuine relationships with customers and users through in-person meetings, calls, and ongoing engagement • Represent Tilla professionally, warmly, and in a way that inspires confidence in the platform and the company • Deliver polished, clear presentations to users, and customer and internal stakeholders that communicate value and build trust • Troubleshoot and resolve technical and operational issues for users across the region, handling complex B2B scenarios independently • Collaborate closely with Customer Success and Product teams to surface recurring issues, escalate where needed, and close the loop with customers • Maintain clear reporting on user and customer issues, providing data-driven visibility into regional support performance