• Contribute to Customer Support and answer customers’ questions across a variety of platforms, including inbound Support requests as well as Social Media questions and comments. • Review reported comments and profiles, to determine which are in line with our TOS and which should be removed. • Monitor content on sites deemed more likely to have TOS-violating content • Communicate with these sites as needed to provide content moderation guidelines and requirements • Complete users’ data access and data deletion requests • Maintain External and Internal product and process documentation • Work closely with key partners in the policy and privacy spaces, as well as our Data Analytics team to help identify and address relevant issues on the Disqus platform • Escalate issues or concerns as appropriate

• Complete data intake across initiatives involving contact database growth, territory management, sales projections, marketing campaigns, and research engagements • Manage contact database quality, including the identification and resolution of data integrity issues, partnering closely with Technology and IT teams • Partner with Salesforce Admin in conducting Salesforce training for Distribution users • Create Salesforce processes documentation and training materials for Distribution users • Conduct research and analysis, working with stakeholders to assist in developing recommendations and building business cases for the evolving CRM sales strategy • Monitor effective usage of the platform through designing, building, and maintaining dashboards • Proactively support end users in driving best utilization of Salesforce • Act in a project management capacity for key strategic initiatives, coordinating with cross-functional teams on project initiation, planning and design, execution, and tracking • Build, manage and execute campaigns and journeys using SFMC • Verify audience eligibility, workflow setup, audience segmentation, decision splits, wait activities, CRM specifications and scheduling • Cross-collaborate and strategize with IT, Distribution, Technology, Product, Operations, and Marketing to create wide-ranging campaigns • Validate content, layout, A/B testing and tracking analytics for email deployment • Develop analytics methodology to assess campaign results as well as integrate test and learn opportunities to future campaign deployments • Identify and troubleshoot technical issues related to templates, segmentation, CRM campaign feed activity and delivery • Maintain creative briefs that capture all elements of a journey campaign • Develop deployment calendars for journey execution to ensure optimal execution and timelines

• Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology • Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base • Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle • Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business • Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved • Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions • Takes on additional responsibilities and projects as needed to support the success of the team and organization.

• The Customer Success Manager will focus on business development and customer retention through consistent customer contact, QBRs, and management of a base of CommandLink customers. • The primary goal is to maximize CommandLink customer experience, growing the base of business through upgrades, product cross-selling, and maintaining our industry-low customer churn rate. • Cultivate a broad understanding of CommandLink’s products, technology, software, and game-changing support methodology. • Leverage powerful proprietary software tools for maintaining regular communication with a defined list of customers, keeping ahead of their technology initiatives, and positioning CommandLink to grow our partnership with our primarily mid-market and enterprise customer base. • Gain the trust of your assigned customers, be a trusted point of contact for questions and action items, and act quickly and communicate effectively when a customer has a positive experience with CommandLink across their life cycle. • Implement strategic initiatives created in cooperation with CommandLink leadership that will identify opportunities for product cross-selling and work with the various additional resources through a sales cycle and to ultimately winning additional business. • Manage the proprietary CommandLink software tools including CRM, quote tool, sales play automation tool, and KPI dashboards to ensure metrics are achieved. • Have a positive impact on the company culture, which CommandLink is very focused on maintaining as we rapidly grow into a U.S. leader for enterprise network, communications, and software solutions.