• Manage ACV portfolio up to $10M • Engage strategic accounts with expanding platform coverage and integrations • Lead creation and execution of Strategic Success Plans aligned to customer objectives and measurable ROI • Engage technical, operational, and executive stakeholders through targeted communication and strategic calls • Maintain program-level relationships with customer executives • Drive strategic cross-functional collaboration; translate market insight into actionable portfolio strategies • Manage renewals and expansion planning for assigned accounts • Mentor Customer Success Managers to elevate strategic delivery quality • Monitor account health and success metrics in Gainsight

Client Support Manager About the Role We are seeking an experienced Client Support Manager to lead a high‑performing support team, oversee operational excellence, and ensure an exceptional experience for our clients. This role requires strong leadership, deep customer support expertise, and the ability to drive process improvements within a fast‑paced software environment. Requirements - 2–4 years of experience in Client Support within a software/SaaS company (or comparable technical support environment) - 1+ year of direct supervisory or team‑lead experience - Ability to manage and prioritize multiple projects - Experience working with ticketing systems (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) - Familiarity with support KPIs such as CSAT, FRT, NPS, backlog management, and SLA performance - Strong analytical skills with the ability to interpret support data and identify trends - Strong ability to quickly understand complex software products and explain technical concepts in clear, non‑technical terms. - Experience handling client escalations and leading cross‑functional resolution efforts Responsibilities Team Leadership & Operations - Directly manage support analysts - Approve timecards, PTO, and schedule coverage - Conduct 1:1s, team meetings, and performance reviews - Monitor casework quality and ensure adherence to support processes - Coach and develop team members to strengthen skills and career growth - Ensure departmental KPIs, team goals, and SLAs are consistently met Client Experience & Escalations - Take ownership of high‑visibility case escalations, including communication with clients and internal stakeholders - Drive rapid and effective resolution of client issues - Partner with Product, Engineering, Professional Services and other teams to resolve complex technical issues and improve product quality Process Improvement & Project Management - Contribute to and lead departmental projects and initiatives - Identify, document, and implement support process improvements - Delegate team initiatives effectively to direct reports - Participate as hiring manager in recruiting, interviewing, and onboarding new team members - Represent Client Support in cross‑departmental meetings and working groups Candidate Profile - Strong background in Client Support with a service‑oriented and client-centric mindset - Approachable leader with excellent coaching capabilities - Effective communicator with clients, peers, and leadership - Positive role model who fosters a collaborative and supportive team culture - Proactive problem‑solver who anticipates issues and drives improvement - Engaged participant in team and departmental activities - Able to collaborate effectively with peers and stakeholders across regions to ensure alignment and consistent support delivery. Cultural Fit - Acts with integrity, honesty, inclusion, and respect - Action‑oriented and dependable; follows through with urgency and enthusiasm - Strives for excellence and consistently seeks to exceed expectations - Embraces change, celebrates wins, and promotes a positive work environment We’re obsessed with making this the best job you’ve ever had!  We want our teams to love working here, so we’ve created some incredible perks for you to enjoy:  - Join our employee-led groups to maximize your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group - Enjoy peace of mind over yours and your family’s health with our medical coverage options and HSA benefit - Invest in our competitive 401k plan and help set you up for your future - Big on family? So are we! We understand family is important and being able to spend quality time with your family is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s) - Enjoy a fantastic work-life balance with 20 days PTO plus observed Holidays, plus 15 hours of ‘Flexi’ time a year - Further your professional development and growth with our generous Tuition Reimbursement offerings - Enjoy the flexibility of working from anywhere in the world for two weeks out of the year About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you!  Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge?   We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!   MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!

• Utilize account support plans, efficiency tools, and processes to provide a stellar educator support experience, including on-going proactive communication and timely responsiveness to evolving educator needs to ensure strong implementations • Consistently use outlined tools and processes to ensure your assigned educator accounts are setup for successful implementation from the start, partnering with internal team members to efficiently and effectively onboard all accounts within expected timeframe and establish a clear plan for implementing the program • Utilize implementation health data to identify areas of concern within implementations and address those areas of concern with both internal team members and educators • Make effective use of efficiency tools and processes to guide educators in analyzing student performance and growth data in the i-Ready Connect platform • Demonstrate a basic level of proficiency in manipulating i-Ready Assessment and Instruction data in Excel to assist educators in better understanding their implementation success • Fulfill ad hoc reporting needs in support of specific implementation requests, as needed based on territory requirements • Help secure renewals of your assigned accounts through the development of strong relationships with key decision makers and providing high quality service for educators • Identify potential opportunities for product expansion within existing implementations, partnering with sales team members to further expand our impact in these accounts • Support territory pilot strategy with new and existing users to achieve a strong conversion rate • Incorporate our company Diversity, Equity, and Inclusion messaging in internal and educator-facing conversations

• Define and lead the global Missionforce partner enablement strategy to scale implementation capacity across the SI ecosystem • Build a multi year enablement roadmap aligned with product strategy and Missionforce growth goals • Lead the development of scalable partner programs that drive implementation readiness, certifications, and delivery quality • Expand the technical depth and capabilities of global SI and strategic partners supporting Missionforce • Develop partner tiering and specialization frameworks aligned to Missionforce solution areas • Partner closely with Product Management to ensure partner readiness for new product launches (NPI) and critical product updates (CPU) • Collaborate with Product, Engineering, Marketing, CSG, and Global Partner teams to align enablement programs with go to market priorities • Lead Missionforce Partner Advisory Board (PAB) engagements and strategic partner forums • Build metrics and dashboards to track partner enablement adoption, implementation readiness, and customer outcomes