Company Information Help Shape the Future of Music Creation and Education at MakeMusic At MakeMusic, we believe music has the power to inspire, connect, and transform lives. For over three decades, we’ve been at the forefront of music technology, building tools that help musicians compose, teach, learn, and perform. Our products are trusted by Grammy-winning composers, world-class educators, and students in classrooms and homes around the globe. With MakeMusic Cloud, we’ve reimagined music practice for the digital age by offering students real-time feedback, access to an extensive repertoire library, and seamless tools for educators to track progress and personalize instruction. If you’re passionate about music, driven by innovation, and eager to create tools that empower musicians and educators around the world, then MakeMusic is the stage you’ve been looking for! We would love to have you join our ever-growing team! All applicants will receive equal consideration for employment regardless of gender, race, national origin, age, sexual orientation, gender identity, physical disability, religion, or length of time spent unemployed. General Summary We are seeking a highly motivated and detail-oriented Technical Implementation Specialist to join our team. You will be the technical co-architect of our digital customer journey. This is a unique role designed for a "technical humanitarian"—someone who is as comfortable automating processes to scale, writing code within HubSpot’s custom environment, and able to jump onto a 1:1 Zoom call to patiently guide a teacher through a difficult setup. Working hand-in-hand with the Customer Success and Sales Teams, you will design and execute the implementation and adoption plans that ensure our high-volume customer base thrives from day one through every renewal cycle. Your mission is to ensure that every customer has a seamless, "self-service" path to success. You are a continuous learner who views technical bottlenecks as opportunities to build elegant, automated solutions, ensuring a seamless transition from sales to product adoption. You possess a rare blend of "Systems Thinking" and "Human Empathy," allowing you to architect adoption motions that never feel cold or robotic. You value team members’ input from all levels and work across the organization to bridge the gap between software logic and the everyday needs of music educators. During our peak season, you will also assist in account order processing, ensuring our accuracy and speed remain world-class when our customers need us most. You will sit with the Implementation team, work in close collaboration with the Customer Success team, and report to the Director, Sales.  Core Functions: Scaled Journey Design & Implementation: - Partner with customer success to co-design and build the end-to-end digital journey—from the moment a sale closes through every renewal cycle. - Receive new customer handoffs and manage "one-to-many" implementation motions, such as group setup webinars and automated email drip campaigns in partnership with the growth marketing team and education teams - Partner with teams to Co-Architect in-app guides and self-service configuration tools that empower customers to manage their own setup and account maintenance throughout their lifecycle. - Standardize implementation playbooks, measuring success by reducing the average time-to-value (TTV) for new customers and increasing adoption rates of key features across the existing scaled customer base. Project & Order Management: - Manage a high volume of simultaneous implementation projects, tracking progress within our CRM to ensure no customer—new or returning—is left behind. - During the busy season, assist with account order processing to ensure new and renewing subscriptions are activated accurately and instantly. - Anticipate bottlenecks in the high-volume queue and work with teams to build automated fixes that keep the implementation and renewal pipeline moving. - Manage project timelines for multiple concurrent implementations, ensuring all milestones are met within the agreed-upon Scope of Work (SOW). Process, Documentation & Adoption: - Gather and analyze data from across the scale segment to continuously improve the digital journey and enhance the user experience. - Identify common friction points in the customer lifecycle and create "Scale Playbooks," user guides, and FAQs that drive self-sufficiency and retention. - Maintain accurate customer records in HubSpot, ensuring that the technical health of an account is clearly documented for the Success team. - Integrate and explore opportunities and use cases for AI within workflows, automations, and customer outreach Collaboration: - Routinely sync with cross-functional  teams to ensure our automated onboarding and engagement motions reflect the latest feature enhancements. - Work with Customer Support to identify common technical hurdles and solve them through better implementation documentation and automated guides. - Partner with the teams to execute seasonal engagement missions designed to increase adoption and prepare accounts for a seamless renewal. - Take direction from the Director, Sales to execute on large-scale campaigns and missions as necessary. - Work cross functionally as needed to iterate on integrations of tools within our tech stack. The work characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Post-sale customer onboarding. • Ongoing customer cadence, adoption, and planning. • Identifying and teeing up expansion opportunities. • Renewals and true-ups. • Product commitments based on customer requests.

• Grow the usage of the Sonar solution within Accounts • Increase the overall Account Sonar maturity • Lower the risk of Account churn or downgrade • Increase Account satisfaction, reduce the number of escalations • Increase the number of Sonar sponsors in the Account • Establish and maintain Sonar as a Trusted Advisor in the Account • Entice Accounts to stay current on an Active version of Sonar, to get maximal value • Influence Sonar roadmap to meet Account needs • Actively listen and formalize Account technical pains or other adoption inhibitors • Work on plans to overcome customer pains and inhibitors • Report product technical or functional gaps internally and advocate for their resolution • Evangelize/Promote the Sonar methodology to govern continuous Code Quality and Security improvements to the customer • Assist Sonar sponsors in the Account for the promotion/evangelization of the Sonar ecosystem • Keep Accounts up to date on the roadmap and aware of the value present in upcoming Sonar releases, as well as collecting feedback • Recruit customer development teams not currently using Sonar “Upgrade” customer development teams that do not use Sonar correctly and therefore do not receive the maximum value • Position (favorably) the Sonar ecosystem vs other competing products potentially still used in the Account • Educate developers and managers on the value of static code analysis in general and of the Sonar ecosystem specifically • Make sure that the Account's Sonar technical deployment and operations are in line with the size of the deployment and the criticality of the tool in the DevOps chain • Run Quarterly Business Reviews (QBR) with Account Sales representatives • Execute Sonar deployment audits, identify gaps, and drive remediation plans for Accounts • Contribute to the Account Management plans with Sales Representatives. Elaborate the Technical strategy tailored to the Account context, provide inputs on the Commercial strategy • Keep yourself constantly up to date knowledge of the technical status of the Account, technical progress, threats, and opportunities for improved maturity • Track product development within Sonar in order to maintain product expertise

• This is a strategically technical, client-facing management role, leading enterprise clients through complex production infrastructure challenges and ensuring operational excellence across Mirantis platforms. • As a Technical Account Manager (Technical Service Delivery), you will be the primary technical owner for a set of enterprise clients operating Mirantis platforms in production environments. • This role guides clients through incidents, upgrades, and architectural decisions, ensuring their platforms remain stable, performant, and prepared for future growth. • You will work closely with Support, Engineering, and Customer Success teams, acting as a trusted technical advisor to client engineering teams and senior stakeholders responsible for mission-critical systems. • You will also lead strategic account reviews, present platform health and risk to executives, and provide recommendations that influence operational direction and long-term platform strategy.