Top Hat Engineering

• Identify, engage, and focus on expanding market share and unlocking new opportunities for sustainable growth • Serve as the primary advisor for new and existing clients, understanding their evolving supply chain needs (e.g., established processes, automation goals, labor demands, inventory optimization, etc.) and aligning our SaaS solutions to their goals • Identify upsell/cross-sell opportunities, negotiate renewals, and collaborate with internal stakeholders to close expansion deals • Partner with various support teams to ensure seamless onboarding, adoption, and ROI realization • Lead quarterly business reviews (QBRs) to showcase value, address pain points, and co-build roadmaps for future collaboration • Advocate for client needs internally, sharing feedback with Product and Marketing to shape platform enhancements • Deliver against targets for net revenue retention (NRR), customer satisfaction (CSAT/NPS), and expansion revenue

• Oversee SaaS projects from initiation through execution, monitoring, and closing. • Define project scope, milestones, and deliverables, developing detailed project plans and roadmaps. • Collaborate with Product Managers, Engineers, Info. Sec. and Customer Success to ensure alignment on goals, and manage dependencies between teams. • For SaaS, lead implementation projects, managing client expectations, and configuring the software to meet specific customer business objectives. • Identify potential project risks, anticipate bottlenecks (e.g., API failures, resource constraints), and implement mitigation strategies. • Manage project resources, allocate team members effectively, and track costs against budgets. • Provide regular, transparent status reports on progress, risks, and milestones to internal stakeholders and external clients. • Champion ongoing process improvements to increase development velocity and product quality. • Act as a back-up Scrum Master or Agile coach for developers, leading Scrum ceremonies (stand-ups, retrospectives, sprint planning) and ensuring adherence to "Definition of Done".