• Ти станеш першою точкою контакту для наших користувачів — допомагатимеш їм отримати максимум від продукту, вирішуватимеш питання та збиратимеш зворотний зв'язок, який впливає на розвиток сервісу. • Спілкування з клієнтами в чаті та email • Консультування користувачів щодо функцій продукту та послуг • Вирішення проблем і конфліктних ситуацій, надання інструкцій • Навчання клієнтів роботі з продуктом • Ведення документації та звітування про вирішені кейси • Взаємодія з командами розробки, продукту та іншими для вирішення складних питань • Збір та структурування зворотного зв'язку для покращення продукту та сервісу

**PRIMARY JOB DUTIES AND RESPONSIBILITIES ** **Launch Earned Revenue Offerings ** - Serve as the internal earned revenue project manager by overseeing timelines, deliverables, and crossteam coordination to launch new earned revenue offerings, including an ondemand learning platform and a peerbenchmarking data platform. - Partner across the organization to guide effective design and launch of earned revenue products by working with: - Content leads to ensure offerings address member needs and advance the Council’s sector leadership priorities. - Technology team to provide product requirements that inform vendor selection and platform implementation. - Strategic Learning and Evaluation team to translate member and user feedback into product design, pricing, and iteration. - Marketing team to share product insights that shape audience segmentation, marketing, and sales strategies. - Partnerships team to identify opportunities that strengthen content, distribution, and visibility. - Support the exploration and assessment of new earned revenue opportunities. **Strengthen and Evaluate Existing Earned Revenue Offerings ** - Support ongoing review and development of the Council’s earned revenue strategy to ensure our offerings align with organizational priorities, member needs, and financial goals. - Monitor and analyze earned revenue offerings and financial results to identify opportunities to strengthen revenue, value, and performance. - Conduct market and pricing research to compare the Council’s offerings to peers and identify ways to enhance value, differentiation, and pricing. - Serve as a connector across teams to ensure shared understanding of goals, performance, and opportunities for improvement. - Create and maintain policies, templates, and operating procedures that support staff to consistently implement earned revenue offerings. - Create internal resources and deliver staff training that helps teams implement effective earned revenue offerings.

• Serve as the Lofty Subject Matter Expert, acting as the primary point of contact for all CRM-related questions and troubleshooting • Train and support agents on how to properly use Lofty, ensuring adoption, consistency, and best practices across the team • Own the entire Lofty platform, including setup, workflows, tagging, automation, and pipeline optimization • Manage inbound company leads as an ISA, responding quickly, qualifying prospects, and routing opportunities appropriately • Ensure no lead goes untouched, monitoring follow-ups and holding agents accountable to response standards • Audit and improve current CRM workflows, identifying gaps and implementing smarter systems to increase efficiency and conversion • Create and optimize drip campaigns and automation sequences for buyers, sellers, and long-term nurture • Track lead activity and pipeline health, providing visibility into performance and areas for improvement • Recommend strategic enhancements to improve speed-to-lead, follow-up consistency, and overall CRM performance • Maintain clean data hygiene, updating records, managing duplicates, and keeping the database organized

• Fully own the Lofty platform while actively managing inbound leads to ensure every opportunity is captured, qualified, and routed properly. • Ensure the system runs cleanly, efficiently, and consistently across the team. • Operate in a structured, fast-paced, and accountability-driven environment, enhancing team performance.