• Develop detailed, accurate quotes requiring the application of complex pricing structures • Support the creation and delivery of software licensing and related customer deliverables • Manage and track customer support renewals through proactive, multi-touch engagement • Monitor license utilization and assist in identifying opportunities within existing accounts • Maintain accurate and up-to-date CRM records across prospects, clients, and partners • Translate meeting discussions into clear, actionable updates • Review reporting and ensure timely follow-up across the sales team • Contribute to detailed internal documentation and process improvement initiatives • Collaborate with sales and leadership to improve efficiency and support business growth

• Make a meaningful impact by helping advance the goals of USGBC and GBCI as part of the Marketing Creative Services Center of Excellence (COE) team • Develop and lead customer experience design best practices across USGBC/GBCI online platforms • Develop best-in-class journeys, user flows, and UX/UI designs on various online platforms • Align stakeholders to ensure cohesive journeys across web platforms • Work with technology teams to implement impactful, conversion-focused customer experiences • Report to the Director of Creative Services Center of Excellence within the Marketing team • Collaborate with IT, Product, Events & Education, Market Development, Membership, and Operations teams

• First-line support, which includes handling customers and internal users requests via chat, email, and phone (rarely happens) in English; • Provide consultations about our products and services, such as Cloud, CDN, Hosting, AI and more; • Resolve technical issues by providing technical diagnostics and collect the information about customers and users incidents, forward it up to the higher levels of technical support if needed.

• You'll connect our customers, contact center, and internal teams, making sure the entire experience runs smoothly and customer feedback leads to meaningful action. • You'll keep teams aligned through regular reviews and use customer feedback and data to improve how we operate. • You'll also implement collaborative efforts across Product, Marketing, Sales, and CRM systems. The goal is to deliver sustained, measurable outcomes. • Be a Voice of Customer (VoC) and business line subject Matter Expert; summarize direct, indirect, and inferred feedback into clear insights and action plans. • Identify and escalate urgent customer experience issues; ensure ownership, timelines, and updates until closure. • Communicate with teams to ensure client needs are met and feedback loops are closed. • Prepare and deliver executive summaries to internal/external partners; lead weekly, monthly, and quarterly reviews focused on decisions, not status. • Present call-center performance (service levels, call volumes, AHT, FCR, CSAT/NPS) with insights and recommendations. • Work with operations to monitor service levels, call volumes, and time to resolution, flag trends and capacity risks. • Identify and define process improvement opportunities (journey mapping, defect reduction, policy simplification) and lead regular improvement reviews with partners. • Collaborate with Product/Marketing/Account Development on customer-facing enhancements; give feedback on product/marketing changes affecting Customer Experience.