Position Overview Looking for a flexible remote opportunity where you can connect with people and help bring their travel plans together? We're currently growing our team and inviting motivated individuals to apply for the Remote Customer Engagement Advisor role. In this position, you'll work directly with clients to explore travel options, coordinate reservation details, and ensure their planning experience is smooth and well organized. This role is a great fit for individuals who enjoy communicating with others, staying detail-focused, and working independently in a supportive remote environment. No previous travel background is required—step-by-step training and ongoing support are included. What You'll Be Doing - Engage with clients to understand their travel interests and preferences - Help coordinate personalized travel arrangements that match client needs and budgets - Review and compare available booking options using approved systems - Confirm reservations and ensure itinerary details remain accurate - Provide helpful suggestions to enhance the overall client experience - Communicate professionally through email, phone, and messaging platforms - Support clients with itinerary updates, adjustments, and service-related requests - Maintain organized client records and booking documentation - Participate in onboarding and ongoing development sessions Why Candidates Apply - 100% remote role work from anywhere - Flexible scheduling options available - No prior experience required training provided - Access to travel incentives and partner resources - Supportive team environment with mentorship - Opportunities for long-term growth and advancement What We're Looking For - Strong communication and relationship-building skills - Detail-oriented with solid organizational ability - Comfortable using computers and online tools - Able to work independently in a remote setting - Must be 18 years or older - Must be authorized to work in the US, UK, Mexico, Australia, or Spain - Comfortable communicating in English

• Serve as a strategic advisor and executive partner to some of our largest and most complex customers. • Drive measurable outcomes, strengthening multi-threaded relationships, ensuring solutions align with agencies’ strategic goals. • Balance executive engagement with day-to-day program execution. • Influence outcomes across diverse stakeholders, from command staff to IT to city leadership. • Complete onboarding on Flock’s platform, customer success playbooks, and engagement tools. • Shadow customer calls to learn success metrics and workflows. • Manage the full customer lifecycle with a focus on retention and strategic expansion.

• Build Client Relationships • Support and own relationships with a portfolio of clients • Join and lead client calls • Help clients feel confident using Spiral, and supported in their day-to-day needs • Support Client Performance • Help track and share client performance (adoption, engagement, etc.) • Assist in preparing reports and insights for client meetings • Learn how to identify opportunities to improve client results • Manage Requests & Support • Respond to client questions and requests in a timely, thoughtful way • Work with internal teams (product, engineering, implementation) to resolve issues • Keep track of open items and follow through to completion • Retain and Expand Existing Client Relationships • Support client renewal conversations by helping demonstrate the value of Spiral • Assist in identifying opportunities to expand product usage within existing clients • Partner with leadership on upsell opportunities and client growth strategies • Learn how to position product value in client conversations

• Managing the deployment of a solution cooperating with analysts, implementation specialists, engineers, and testers • Managing and reporting delivery risks and issues • Managing user acceptance testing and release plans • Managing communications with stakeholders, business transition team, and business and IT management • Maintaining thorough understanding of product features and functionality • Overseeing application configuration and support while liaising with architecture, infrastructure, and engineering • Ensuring positive account and client sentiment • Supporting BAU processes with accounts and clients to build long term relationships for continuous improvements in analytics space