• Drive customer success by ensuring clients achieve their business outcomes through effective Shorthand adoption while serving as a trusted strategic advisor. • Become an expert in using Shorthand. • Establish and revise goals each customer is aiming to achieve with Shorthand, and track progress towards those goals. • Be the go-to person for customer accounts assigned to you, and develop deep relationships with key personnel in your growth accounts. • Educate customers on how to use the platform and quickly help them to understand the value proposition of Shorthand for their business. • Lead co-creation sessions and provide specific story feedback to customers. • Guide and advise all customers as required. • Provide an outstanding customer experience at all times. • Provide feedback on customers, customer experience, performance and outcomes when requested. • Quickly and efficiently answer customer questions, resolve issues or escalate them to the correct person via relevant customer communication platforms daily. • Triage customer communication to the correct person/team when required. • Handle basic account admin for customers and ensure all customer data is up-to-date. • Run webinars and demos, and record/edit short tutorial videos. • Assist with creating or maintaining training materials and resources, guided by your direct customer interaction and experience. • Identify and escalate customer growth opportunities to Sales. • Collaborate daily with colleagues in Customer Success, Sales, Growth & Marketing, Engineering, Technical Support and Finance. • Report bugs and potential platform improvements. • Use relevant tools for daily customer interactions, light data analysis and administrative duties (including but not limited to Front, Elevio, Pipedrive, Chargebee, Notion, Linear, Shorthand Community).

• Serve as the main point of contact, owning the client relationship from insertion order receipt to campaign completion with an end-goal of client growth and retention • Educate clients on how native advertising and the Nativo platform can contribute to campaign success, business goals and overall digital strategy • Partner with Sales to retain and grow accounts, strategizing on upsell and incremental tactics • Manage the campaign-launch process (IO processing, asset collection, content creation and third-party tag implementation) and client relationships • Work cross-functionally with Content, Campaign Operations, and Analytics to deliver custom solutions, optimizations, and rich analyses to clients • Assemble and present post-campaign reports, articulating the data story into actionable insights and future recommendations • Assist with the development of strategy of pre-sale plans for renewal accounts • Accurately identify, replicate, and document product and process enhancements • Develop a thorough understanding of internal process, team member responsibilities, and internal timelines so services can be accurately and effectively given to clients

• Administration and technical configuration of HubSpot (properties, objects, pipelines, permissions, and automations) • CRM management and data quality optimization • Analysis of leads and sales performance • Creation of dashboards and reports • Identification of bottlenecks in the sales funnel

• Serve as the primary contact for customer accounts, building relationships and supporting client needs. • Conduct outbound outreach to existing and potential customers to maintain engagement and identify sales opportunities. • Handle inbound inquiries including order status, pricing requests, product questions, and general support. • Process orders, provide tracking information, and assist customers using internal systems. • Use tools such as Salesforce, Zendesk, and internal systems to manage customer interactions and support tickets. • Balance account management, customer support, and sales outreach while working toward performance goals.