• Lead the complete implementation lifecycle of ShipHero’s warehouse management solution, from project kickoff through post-launch support. • Develop and manage project plans, timelines, and resources to ensure timely delivery. • Partner with clients to understand their business requirements, workflows, and operational challenges. • Customize ShipHero’s solutions to meet specific client needs and industry best practices. • Configure ShipHero’s platform to align with customer requirements. • Conduct rigorous testing and document solutions to ensure system readiness. • Deliver engaging training sessions to empower end users with the knowledge and skills to effectively use ShipHero’s platform and features. • Identify and resolve implementation challenges to ensure a smooth go-live experience. • Provide hands-on support during hypercare as clients scale their operations. • Maintain clear communication with clients and internal teams, providing updates on project status, risks, and deliverables. • Act as a Subject Matter Expert (SME) on warehouse and fulfillment management best practices for both clients and internal teams. • Continuously refine implementation processes and contribute to the development of best practices for future deployments.

• Own all pre-Day 1 file reviews, document checks, and technical issue resolution. • Troubleshoot problems with file splits, document processing, data extraction, or any regeneration failures. • Ensure that all known issues are addressed prior to trial kickoff and that customers begin their trial with clean, stable, and functioning cases. • Act as the direct point of escalation for PES. • Own all troubleshooting during the trial period, including document issues, regeneration requests, setup blockers, or unexpected product behavior. • Coordinate directly with Engineering and Product to surface issues quickly, gather technical details, and relay timely updates back to the customer. • Maintain accurate logs of issues, timelines, and resolutions to support trial success metrics and internal visibility. • Ensure every customer remains unblocked throughout the trial lifecycle. • Act as the central communication channel between customers/prospects and internal technical teams for all support-related matters. • Triage issues, determine urgency, and route them to the appropriate engineering or product owner. • Provide consistent follow-up, ensuring customers are kept informed until full resolution is achieved. • Build and maintain strong relationships with Engineering, Product, Sales, and Customer Success to support rapid diagnosis and execution. • Stay current on all product functionality, upcoming features, and known limitations. • Track release notes, test new features, and proactively anticipate the impact on live trials. • Educate internal teams ahead of calls regarding known issues, workarounds, and new product behaviors.

• System implementation and training: Pre-implementation project management, planning, scheduling and client preparation • On-site implementation of live system, and train staff to comfortable level by conclusion of visit • Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details • Respond to client service requests in a timely manner and resolve issues to client satisfaction • Recommend and perform upgrades on systems to ensure longevity. • Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required • “Own the call”, actively participate in problem resolution from beginning to end, even after escalation • Follow up with customers to ensure issue has been resolved • Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications • Participate in the after-hours ‘On Call’ rotation • Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team • Ability to be an level three escalation path for the support department as needed

Customer Success Specialist Remote | United States ABOUT Property Leads is a marketing/pay-per-lead company that generates inbound and motivated seller leads in the real estate investor space. We are a team of driven individuals with lofty goals for the company and ourselves. Many companies describe themselves as families. We are more of a high-performance sports team looking to win the yearly championship. The ideal candidate is highly driven, enjoys working, is fun and friendly, and is willing to face challenges head-on in a fast-paced, ever-evolving environment. ROLE The Customer Success position at Property Leads is responsible for identifying, managing, and assessing customer concerns and questions. The successful candidate will be a customer-centric individual who can clearly and professionally communicate with clients, resolve inquiries, and handle complaints promptly. This role will ensure our clients are supported while following company policies. This role demands time and attentiveness (far more so than a traditional 9-5 job) and will work closely with our Sales & Customer Success Manager. RESPONSIBILITIES Identify, manage, and assess customer concerns promptly (within 30 minutes to respond and within 24 hours to resolve). Manage multiple email inboxes and redirect non-customer support-related inquiries to the appropriate teammate. Reply to customers via email and text promptly in our CRM and ticketing system. Understand our client’s journey as a lead buyer at Property Leads. Follow all Property Leads policies when handling customer support inquiries. Work closely with our refund team to resolve a refund dispute that the lead buyer declined. Update clients’ accounts when a setting that is not accessible in the client portal needs to be changed. Face and handle conflict professionally. Keep track of all customer's requests, inquiries, etc. REQUIREMENTS SALARY $60,000 - $ 80,000 USD annual salary BENEFITS Competitive total compensation Paid Sick Time