• Acts as a customer advocate • Results driven and customer focused; “Get things done - Make things happen”. • Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met. • Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal. • Grow existing contract values by cross-selling and up-selling existing contracts. • Build a strong relationship with key customer staff, client director team, and Managed Services teams and management • Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports. • Leads onboarding activities for new Managed Services customers • Set expectations of service quality, availability, and timeliness with the client. • Drives process improvements that increase customer satisfaction • Work with the client and Managed Services teams to identify and manage service improvement activities. • Translate and drive prioritization of customer requirements into service and project requests. • Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner. • Report, communicate, and update relevant stakeholders on service operations. • Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments. • Assist with the development and improvement of the services organization. • Leads and manages recurring Technical Assessments • Participates in business reviews with the customer and the AHEAD sales team • Supports and conducts self in a manner consistent with customer service expectations • Manage Root Cause Analysis and process and participate in Priority events as needed

• Acts as a customer advocate • Results driven and customer focused; “Get things done - Make things happen”. • Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met. • Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal. • Grow existing contract values by cross-selling and up-selling existing contracts. • Build a strong relationship with key customer staff, client director team, and Managed Services teams and management • Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports. • Leads onboarding activities for new Managed Services customers • Set expectations of service quality, availability, and timeliness with the client. • Drives process improvements that increase customer satisfaction • Work with the client and Managed Services teams to identify and manage service improvement activities. • Translate and drive prioritization of customer requirements into service and project requests. • Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner. • Report, communicate, and update relevant stakeholders on service operations. • Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments. • Assist with the development and improvement of the services organization. • Leads and manages recurring Technical Assessments • Participates in business reviews with the customer and the AHEAD sales team • Supports and conducts self in a manner consistent with customer service expectations • Manage Root Cause Analysis and process and participate in Priority events as needed

• Partner deeply with your assigned Strategic Account Manager to co-own the full account strategy. • Serve as the long-term, single-threaded owner of value realization for 2–4 enterprise accounts with $2M+ ARR each. • Act as a trusted advisor to client executives across Finance, Technology, Operations, and Risk. • Develop and execute tailored Strategic Account Success Plans that align Built’s value with client objectives. • Lead executive CBRs and strategic roadmap sessions with C-level client stakeholders. • Surface and elevate critical needs across the client org, influencing Built’s internal roadmap through direct advocacy. • Act as the internal quarterback coordinating Product, Engineering, Support, and Implementation to deliver results that matter. • Manage multi-threaded workstreams, leading complex rollouts, integration projects, and cross-functional escalations. • Establish and drive structured governance models across each client (steering committees, working groups, etc.). • Ensure continuity and consistency of engagement across all touchpoints. • Represent Built at industry forums, roundtables, and client advisory boards as a thought partner in enterprise lending. • Build a personal brand of excellence and become indispensable to your accounts, serving as a known entity across all levels of the client organization.

• Build and manage strong relationships with assigned travel partners, focusing on improving their sales performance and revenue contribution. • Analyze travel partners' sales performance and best practices to identify opportunities for revenue growth. • Utilize your in-depth knowledge of trip design to create and implement tailored coaching plans that help partners craft compelling travel plans, ultimately boosting conversion rates and average trip prices. • Monitor partner sales metrics and provide data-driven feedback for continuous optimization. • Conduct video coaching calls to assess partners' adherence to Zicasso’s best practices and create actionable monthly improvement plans. • Lead onboarding and training sessions for new travel specialists, emphasizing sales strategies and best practices. • Design scalable training processes that combine e-learning and personal coaching, covering topics such as consultative selling, up-selling techniques, and Zicasso’s platform features. • Ensure partners deliver exceptional traveler experiences, strong sales performance, and adherence to Zicasso’s best practices. • Strengthen Zicasso’s global travel specialist network by fostering long-term, collaborative relationships.