• Serve as the core administrator and subject‑matter expert for Microsoft Dynamics 365 • Maintain system health, performance, and data integrity to ensure reliable reporting • Establish, document, and enforce best practices for data input, data stewardship, and opportunity management • Provide continuous coaching to ensure core Sales users understand and follow required data practices • Design, implement, and deliver ongoing CRM training and onboarding for Sales, Marketing, and Customer Experience teams • Assist with Sales performance reporting including: Pipeline progression, Forecasting, Actual vs. budget tracking • Collaborate with Sales, Marketing, Customer Experience, and Operations to streamline processes • Partner with leadership to translate business questions into CRM workflows and reporting structures.

• Own Enterprise Customer Relationships • Serve as the primary relationship owner for a portfolio of enterprise accounts, building trusted partnerships with operational leaders and executive stakeholders. • Lead customer onboarding, success planning, and long-term engagement strategies from post-sale through renewals. • Drive Adoption, Value & Outcomes • Develop and maintain customer success plans aligned to customer goals, maturity, and desired business outcomes. • Monitor customer health, usage, and risk indicators, proactively driving engagement to ensure sustained adoption and value realization. • Partner with customers to operationalize best practices and embed Rohirrim’s platform into day-to-day workflows. • Renewal Ownership & Expansion Support • Own the renewal process for assigned accounts, including forecasting, timeline management, stakeholder alignment, and risk mitigation. • Partner closely with Sales on expansion opportunities, providing strategic insight, customer advocacy, and evidence of value to support growth. • Lead executive business reviews (QBRs/EBRs) that reinforce ROI, outcomes delivered, and roadmap alignment ahead of renewals. • Discovery & Strategic Alignment • Lead structured discovery with customers to understand organizational goals, processes, and success criteria. • Translate customer insights into tailored adoption strategies, recommendations, and success milestones. • Cross-Functional Leadership • Act as the voice of the customer internally, collaborating with Product, Sales, Support, and Training to influence priorities and improve the customer experience. • Align customer feedback with product enhancements, service improvements, and go-to-market initiatives. • Customer Enablement & Executive Engagement • Deliver high-impact onboarding sessions, strategic workshops, and adoption reviews for enterprise customers (virtually and in-person). • Maintain strong executive relationships, ensuring ongoing alignment, expectation management, and long-term partnership health. • Gather & Share Insights • Capture actionable feedback, success metrics, and usage patterns, sharing insights with Customer Experience and Product leadership. • Contribute to internal best practices, playbooks, and scalable approaches for enterprise customer success. • Be a Trusted Advisor • Serve as a senior advisor to customers, helping them navigate change management, AI adoption, and process transformation. • Provide thoughtful guidance and perspective to customers, colleagues, and leadership.

• Own the post-sale relationship with clients: onboarding, training, and ongoing support. • Be the primary point of contact for customer questions, issues, and feedback. • Monitor product usage and proactively identify opportunities to drive adoption and engagement. • Collaborate with product and engineering to relay customer insights and advocate for client needs. • Help build and refine customer success processes, playbooks, and documentation as we scale. • Support renewals and identify expansion opportunities within existing accounts. • Contribute to building a customer-centric culture across the company.

• Manage a book of business of Large Enterprise customers who each spend approximately $100k+/year • Exceed monthly, quarterly, and annual targets for gift spend • Build and grow strategic and long-term relationships with multiple stakeholders at each customer in your book of business. While this team often has fewer logos in their books, these customers can be fairly decentralized with a high number of stakeholders. • Support and execute the onboarding and activating new customers coming into your book from expansions and graduations from our onboarding team • Conduct cadence calls with your customers to regularly ensure they’re getting value from their Snappy platform and sharing best practices as an employee recognition expert • Collaborate with your sales partners to identify and build relationships with high-level stakeholders to centralize decision-making in decentralized, high-spend logos • Identify and drive upsells for your customers to launch additional gifting campaigns • Lead executive business reviews with customers to review progress towards their goals and outcomes and identity challenges to mitigate moving forward • Drive retention campaign outreach and execution to ensure campaigns come back year after year • Collaborate with internal operations partners to execute on customer program requests • Act as the main point for any customer issue escalation, and work with our internal teams towards resolution • Leverage and analyze data in our internal reporting tools to best understand and engage with your book of business, as well as diagnose areas for improvement in product adoption. • Convey product feedback to our partnering technical teams to contribute to the success of our product roadmap