WATI

• Take ownership of customer success in Portugal and Spain, including onboarding alignment, adoption, retention, and expansion • Establish the first structured CS rhythm for Iberia: touchpoints, segmentation, playbooks, and customer communication standards • Act as the internal voice of Iberia customers, sharing insights and product feedback with cross-functional teams • Manage strategic accounts with a 1:1 approach: stakeholder mapping, success plans, QBRs, risk mitigation, and expansion • Manage a high-volume base through scalable programs (One-to-Many), especially for onboarding and activation. • Identify churn risk signals and proactively act on them using health scoring, usage trends, and engagement metrics • Identify expansion opportunities (upgrades, add-ons, and broader adoption) and execute the right motion based on customer segment • Promote best practices around WhatsApp Business API setup, templates, messaging compliance, automation, and operational workflows • Help define Iberia segmentation, ICP learnings, and customer journey improvements • Collaborate with marketing and sales as the region grows, ensuring new customers enter with correct expectations and smooth handoffs

• Client Relationship Management: Build and maintain strong, long-term relationships with key clients, serving as their primary point of contact and trusted advisor across both Wati and Astra for commericals. • Account Planning: Develop and execute strategic account plans that map how Astra's AI agent capabilities extend and deepen a client's existing Wati usage, aligning with their business goals to drive revenue growth. • Sales and Cross-Sell/Upselling: Collaborate with CSMs to understand client needs and challenges. Identify accounts where AI-driven automation (Astra) can solve problems beyond core messaging (Wati), and proactively pitch, demo, and close combined-solution deals. • Solution Positioning: Clearly articulate the value of Wati and Astra both as standalone products and as an integrated offering — translating technical AI agent capabilities into business outcomes (e.g., reduced response times, deflected support volume, revenue capture) for non-technical stakeholders. • Contract Negotiation: Negotiate contracts and agreements — including multi-product bundles and usage-based pricing components — to maximize profit and ensure mutually beneficial terms. • Performance Tracking: Monitor and analyze account performance across both products, using key metrics (e.g. NDR, activation, AI agent adoption) to measure success and identify expansion opportunities. • Cross-Functional Collaboration: Work closely with CSMs, marketing, product, and support teams — including Astra's product/engineering team — to ensure a cohesive go-to-market approach and stay current on product roadmap. • Market Insights: Stay informed about the competitive landscape for WhatsApp CPaaS platforms and AI agent/chatbot providers (e.g., Meta's Business Agent, other conversational AI entrants) to sharpen positioning and inform account strategy.

• Provide prompt and effective customer support by addressing inquiries, troubleshooting issues, and resolving problems related to our products. • Respond to customer questions, concerns, and complaints via various channels (phone, email, chat) professionally and courteously. • Demonstrate in-depth knowledge of our products, features, functionalities, and technical specifications to assist customers effectively. • Conduct thorough investigations and analyses of customer-reported issues, identify root causes, and provide appropriate solutions or workarounds. • Collaborate with the technical team or escalate complex technical issues as needed, ensuring timely resolution and customer satisfaction. • Document and track support tickets using our ticketing system, ensuring accurate and detailed records of customer interactions and issue resolution. • Contribute to developing and maintaining product documentation, user guides, FAQs, and knowledge base articles to assist customers in self-service support. • Deliver product training sessions remotely to educate customers on product features, best practices, and usage. • Collaborate closely with cross-functional teams, including product development, onboarding, and sales, to communicate customer feedback, identify improvement opportunities, and advocate for customer needs. • Monitor and track key performance indicators (KPIs) related to customer support, such as response time, resolution time, customer satisfaction, and ticket volumes. • Continuously expand knowledge and skills through self-learning, training programs, and certifications to stay updated with product enhancements, industry trends, and new technologies.

• Design, build, and maintain backend services and APIs. • Develop scalable application logic, data flows, and service-side integrations. • Build production-ready systems using technologies such as Go, C#, Node.js, Python, and MongoDB where appropriate. • Use AI Tools like Cursor and agent-assisted workflows to accelerate coding, debugging, refactoring, documentation, and delivery. • Write maintainable, testable, and observable code with attention to correctness, performance, and reliability. • Investigate production issues, participate in incident handling, and contribute to sustainable fixes and operational improvements. • Collaborate with product managers, designers, and engineers to translate requirements into practical technical designs. • Contribute to better engineering practices around code quality, release confidence, and service ownership. • Ensure reliability, performance, and scalability of the infrastructure serving customers across 190+ countries

• Serve as the second-level technical support expert for our SaaS product, demonstrating an in-depth understanding of our software's functionalities, configurations, and integrations. • Investigate and resolve complex technical issues escalated from Level 1 support, including but not limited to software bugs, integration problems, and data-related issues. • Communicate with customers or end-users in a professional, empathetic, and customer-centric manner, ensuring their technical issues are addressed promptly and effectively. • Accurately document all customer interactions, resolutions, and technical solutions in the support ticketing system, maintaining comprehensive and organised records. • Collaborate closely with Level 1 support agents, product development teams, and other internal departments to escalate and prioritise critical issues and ensure timely resolutions. • Assist in training and mentoring Level 1 support agents, sharing your technical knowledge and best practices to improve their skills and knowledge. • Stay updated with the latest features, updates, and enhancements of our SaaS product, and share this knowledge with the support team and customers. • Ensure that all support interactions meet or exceed established quality and service standards, continuously improving the support process. • Provide valuable feedback to the product development team based on recurring technical issues, customer feedback, and suggestions for product improvement.

• Own the strategic customer journey across Onboarding, Adoption, Retention, and Expansion • Ensure seamless handoffs and alignment between onboarding and ongoing Customer Success motions • Drive faster time-to-value and successful customer activation • Establish consistent customer experience standards across all strategic accounts • Identify opportunities to improve customer lifecycle management and operational efficiency • Coach, mentor, and support Strategic Customer Success Managers and Onboarding Customer Success Managers • Partner with Sales to improve customer handoffs and expectation setting during the buying process

• Lead Management: Qualify, engage, and convert inbound leads into paying customers. • Sales Process: Conduct product demos, handle objections, and close deals efficiently. • Customer Discovery: Understand customer pain points and recommend tailored solutions. • Pipeline Management: Maintain accurate CRM records, track progress, and forecast revenue. • Collaboration: Work closely with marketing and customer success teams to optimise the inbound sales funnel. • Product Expertise: Stay up-to-date with Wati's offerings and industry trends to provide insightful guidance to prospects.

• Build and lead the Middle East GTM motion • Own the Middle East growth strategy across target markets, segments and priority verticals. • Identify the strongest ICPs, customer use cases and market entry opportunities. • Build local traction through direct sales, partnerships, customer relationships and ecosystem development. • Translate market feedback into clear GTM, Product, Partnership and CSM inputs. • Drive revenue and customer growth • Own regional revenue outcomes across new business, expansion and strategic customer opportunities. • Work closely with the AE, CSM and Partner Manager to drive pipeline, conversion, adoption and retention. • Prioritise high-potential opportunities and ensure the team is focused on the right customer segments. • Support customer conversations, demos, commercial negotiations and executive engagement where needed. • Build the local partner and ecosystem motion • Develop relationships with agencies, technology partners, WhatsApp / Meta ecosystem players, digital transformation partners and local business communities. • Identify partnership opportunities that can generate higher-value customer opportunities. • Work with internal teams to strengthen partner enablement, co-selling and co-marketing motions. • Help determine where partnerships can drive meaningful revenue versus where direct GTM is more effective. • Localise Wati’s market approach • Bring strong understanding of Middle East customer expectations, buying behaviour, language needs and local business norms. • Help shape how Wati positions WhatsApp automation, AI agents, customer engagement and conversational commerce in the region. • Identify where Arabic-language capability, local presence or market-specific enablement is needed. • Partner with Product / PMM / CSM to improve local customer education, onboarding and adoption. • Lead cross-functional execution • Coordinate closely with Sales, CSM, Partnerships, SE, AM, Implementation, Product, PMM and RevOps. • Ensure clear ownership across the regional pod and shared resources. • Build a strong operating cadence around pipeline, customer feedback, onboarding, adoption, revenue risks and market learnings. • Bring structured feedback to leadership on what is working, what is blocked and what needs to change.

• Own technical onboarding and go-live for mid-market and Enterprise accounts • Design and deploy AI agents on Astra to automate customer workflows • Build and configure WhatsApp Business API integrations, webhooks, and chatbot flows • Integrate Wati with CRMs (HubSpot, Salesforce) and third-party platforms • Consult customers on AI strategy — identify automation opportunities and drive adoption • Partner with CSMs and AMs to surface expansion signals and upsell opportunities • Serve as escalation point for complex technical issues post-launch • Contribute to internal playbooks, integration templates, and reusable assets

• Lead end-to-end design for core product areas, from discovery to implementation. • Translate customer needs into clear, intuitive experiences informed by competitor insights, research data, and UX best practices. • Build a deep understanding of competitor features and customer needs at a persona level. • Use modern tools and AI-assisted workflows to iterate faster, prototype new ideas, and validate through user testing. • Lead user research to identify key touchpoints and define measurable criteria for UX effectiveness and efficiency by guiding other designers in conducting interviews, analyzing insights, and applying data-driven design principles. • Own and evolve our design system to improve consistency, scalability, and ease of use across the product. • Partner with engineering to ensure our design system is implemented accurately and continuously improved. • Reimagine and enhance mobile app experience, ensuring parity and coherence with the web app. • Collaborate with product and engineering teams to refine ideas based on feedback and improve designs as they’re built. • Mentor designers, review their work, and support their growth.Mentor designers by reviewing their work and offering clear, actionable feedback that fosters their growth. • Contribute to product and business strategy by connecting design decisions to outcomes. • Build and present completing design demos to leadership to secure stakeholder alignment and buy-in.