• Create, update, and maintain sales collateral including: Pitch decks and proposal templates, Case studies and client success stories, Sales scripts, discovery guides, and talk tracks, Service overviews and capability decks • Partner with sales leadership to translate offerings into clear, compelling, and repeatable sales materials • Continuously refine messaging and positioning based on sales feedback and customer insights • Document and streamline the sales process and sales-to-delivery handoff, making each step clear and repeatable • Identify manual, repetitive, or inefficient tasks and help build systems or workflows to reduce them • Ensure sales materials and processes stay aligned as new services, offerings, or pricing models are introduced • Build and maintain a centralized, well-organized repository for all sales content and documentation • Ensure materials are easy to find, clearly labeled, and always up to date • Own version control and lifecycle management of sales assets • Create simple documentation and internal guides so sales teams know how and when to use each asset • Regularly audit sales materials and processes to ensure relevance and effectiveness

• Serve as a primary point of contact for customer-related inquiries, handling access requests, order issues, feedback, and process clarifications • Monitor customer satisfaction (CSAT), NPS, and other CX metrics, and identify pain points and opportunities for improvement • Collaborate with Product, UX, and Marketing teams to continuously optimize the customer experience across the ordering platform(s) • Champion the voice of the customer by synthesizing insights from support interactions, surveys, and reviews • Assist with troubleshooting order issues, delivery delays, and returns/refunds and ensure sellers are meeting performance and service standards • Present actionable insights to Account Management and Seller Operations • Handle the day-to-day execution of online content/merchandising that supports strategic initiatives, sales and marketing campaigns, and digital product development • Build training, documentation, and response playbooks that can be used to support Global Customer Service team members • Use tools like Google Analytics, Fullstory, or similar to track user behavior, site flows, and friction points • Track and measure on customer success KPIs -- adoption, utilization, customer value, retention, growth, efficiency • Support A/B testing and customer journey mapping initiatives • Assists with testing and quality assurance checks of web and app projects including new design implementation, functionality, and content

• Lead daily retrieval operations, ensuring teams hit quality, turnaround time, and productivity goals. • Monitor queues, volumes, and workflow health, adjusting plans as conditions change. • Own execution during busy periods, escalations, and unexpected challenges to ensure continuity of operations and timely delivery. • Keep inventory moving by setting clear priorities and delegating execution through the team, proactively flagging risks early before they escalate. • Manage and support team members with a strong emphasis on coaching, vendor performance management, and career development opportunities. • Provide regular feedback through one-on-ones, side-by-side coaching, and ongoing check-ins. • Foster an environment where expectations are clear, support is accessible, and team members are positioned for success. • Partner on hiring, onboarding, and training to build strong, engaged teams. • Use performance data and team feedback to identify opportunities to improve operational effectiveness. • Support process changes, system updates, and new workflows by guiding teams through adoption. • Share best practices to improve consistency and efficiency in day-to-day operations. • Serve as an operational point of contact for assigned clients and internal partners. • Communicate clearly and proactively with stakeholders about performance and priorities. • Work closely with cross-functional teams such as Business Intelligence, Product, and Client Success. • Participate in projects and working groups that support the advancement of retrieval operations.

• Partner with Sales Leadership to define and execute on go-to-market strategies. • Lead annual and quarterly sales planning, including territory design, capacity modeling, and quota setting. • Support the go-to-market strategy for the Singapore market, including segment definition and coverage model. • Oversee quarterly and annual business reviews with data-driven insights and recommendations. • Design, optimize and scale sales processes across the sales funnel to promote deal velocity. • Own sales forecasting, pipeline management and performance reporting. • Establish and monitor key KPIs and dashboards to assess business performance. • Improve sales productivity through process simplification, tooling, and enablement initiatives. • Translate insights into actionable strategies that influence investment decisions and resource allocation. • Promote data-driven decision-making across the sales function. • Act as a key liaison between Sales, Finance, Product and Marketing.