• Serve as a consistent weekly touchpoint for the client, managing day-to-day business-as-usual (BAU) activities and ensuring timely execution through personal ownership, internal collaboration, and effective use of available resources. • Develop and oversee channel implementation strategies that align with channel technical requirements and Rithum's platform capabilities. • Drive tactical execution strategies across the Rithum platform, including operational workflows and commercial levers such as repricing, promotional planning, and algorithmic optimization to enhance visibility and maximize revenue conversion. • Conduct technical reviews, identifying areas for optimization and offering forward-looking recommendations aligned to client goals. • Act as a trusted technical advisor, helping clients overcome obstacles and achieve value realization through effective use of Rithum’s solutions. • Own the resolution of complex technical issues in collaboration with Product, Engineering, and Client Success Engineering teams. • Bridge communication between client technical teams and Rithum’s internal teams to ensure mutual understanding and streamlined execution. • Support technical roadmap planning, feature adoption, and product feedback loops with strategic clients. • Maintain deep knowledge of platform functionality, data flows, and emerging capabilities.

• Serve as a consistent weekly touchpoint for the client, managing day-to-day business-as-usual (BAU) activities and ensuring timely execution through personal ownership, internal collaboration, and effective use of available resources. • Develop and oversee channel implementation strategies that align with channel technical requirements and Rithum's platform capabilities. • Drive tactical execution strategies across the Rithum platform, including operational workflows and commercial levers such as repricing, promotional planning, and algorithmic optimization to enhance visibility and maximize revenue conversion. • Conduct technical reviews, identifying areas for optimization and offering forward-looking recommendations aligned to client goals. • Act as a trusted technical advisor, helping clients overcome obstacles and achieve value realization through effective use of Rithum’s solutions. • Own the resolution of complex technical issues in collaboration with Product, Engineering, and Client Success Engineering teams. • Bridge communication between client technical teams and Rithum’s internal teams to ensure mutual understanding and streamlined execution. • Support technical roadmap planning, feature adoption, and product feedback loops with strategic clients. • Maintain deep knowledge of platform functionality, data flows, and emerging capabilities.

• Build trust from day one and be the face of Zafran throughout the customer lifecycle • Lead onboarding and ensure a fast, confident path to value • Monitor platform usage, identify risks early, and deliver insights that turn obstacles into outcomes • Host recurring check-ins, facilitate quarterly reviews, and design workshops that spark “aha” moments • Troubleshoot complex scenarios and coordinate with support, product, and engineering to solve what matters most • Advocate for your customers internally and turn their needs into impact • Celebrate customer success and turn champions into advocates • Spot risks before they become problems, coordinate cross-functional response plans, and keep confidence high even when challenges hit

Technical Account Specialist Department: Customer Support | Location: Fully Remote | Type: Full-Time About FMSI FMSI is a fintech SaaS company purpose-built for banks and credit unions. Our products help financial institutions improve branch operations, reduce wait times, and deliver better experiences for their customers. We've been trusted by financial institutions across North America for over two decades, and we're growing. Role Overview We're looking for a Technical Account Specialist to join our Support team. In this role, you'll be the primary point of contact for FMSI customers experiencing technical issues with our platforms. You'll own the customer experience from first contact through resolution — triaging problems, troubleshooting directly, and coordinating with our engineering team when deeper fixes are needed. You'll also play a key role in ensuring customers feel heard, informed, and confident throughout the process. This is a great opportunity for someone early in their career who enjoys solving problems, communicating clearly with customers, and working in a fast-moving SaaS environment. You'll have a clear path to grow into a senior TAM or team lead role as FMSI scales. What You'll Do Customer Support & Troubleshooting - Serve as the Tier 1 and Tier 2 point of contact for inbound customer issues related to the FMSI platforms, including OneCX, Appointments, Lobby, Analytics, and Staff Scheduler - Triage, diagnose, and resolve technical issues through your own troubleshooting before escalating to engineering - Manage and maintain tickets in the ticketing system (Zoho Desk, YouTrack), ensuring accurate documentation, timely updates, and clean resolution notes - Conduct video calls with customers to walk through issues, provide status updates, and confirm resolution Customer Communication & Relationship Management - Keep customers proactively informed throughout the lifecycle of their support request — no one should have to chase you for an update - Follow up post-resolution to confirm customer satisfaction and close the loop on every ticket - Maintain accurate customer records and interaction history in the appropriate tools (Zoho Desk, YouTrack) - Build strong working relationships with accounts to support retention and satisfaction goals Engineering Collaboration - Clearly document and escalate bugs, platform issues, and feature gaps to the engineering team with sufficient technical detail to enable fast resolution - Track escalated issues through to resolution and communicate updates back to the customer throughout - Contribute to the internal knowledge base by documenting recurring issues, workarounds, and resolution steps Performance & Growth - Consistently meet or exceed team benchmarks for ticket resolution time and customer satisfaction (CSAT target: 95%+) - Contribute to customer retention by delivering a support experience that reinforces the value of the FMSI platform - Take on mentorship responsibilities as the team grows, supporting newer team members with onboarding and day-to-day guidance What You Bring Required - 1–2 years of experience in a technical support, account management, or customer success role at a SaaS company - Hands-on experience troubleshooting SaaS platform issues — you're comfortable digging into a problem before escalating - Strong written and verbal communication skills; you can explain technical concepts clearly to non-technical users - Experience working with a ticketing system and a CRM (Zoho and YouTrack) - Comfortable working fully remotely and managing your own time and workload effectively - A customer-first mindset — you genuinely care about solving problems and leaving customers better off than you found them Preferred - Experience supporting customers in the banking, credit union, or financial technology space - Familiarity with branch operations, workforce management, or appointment scheduling workflows - Prior exposure to working cross-functionally with an engineering or product team How We'll Measure Success In your first 6–12 months, you'll be tracking toward: - Ticket resolution time consistently at or below team benchmark - CSAT score of 95% or higher across your ticket volume - Measurable contribution to customer retention within your assigned accounts - Engineering escalations that are well-documented, accurate, and actionable — reducing back-and-forth Why FMSI - Purpose-built product with a clear market and a customer base that relies on us daily - Small, focused team where your contributions are visible and your growth is real - Fully remote with a culture built around accountability and results, not hours logged - A company in an active growth phase — the people joining now will shape what we become