• Lead and manage a team of MSO Engineers, providing guidance, coaching, and performance feedback. • Design and optimize support processes and workflows to enhance efficiency, productivity, and customer satisfaction. • Establish metrics and performance indicators to measure the effectiveness and efficiency of the support process. • Drive continuous improvement initiatives by analyzing department performance reports and identifying recurring issues. • Maintain cost-effective operations and meet gross margin goals.

• 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 • Support basic automation and process improvements across sales and marketing workflows (CRM, templates, intake forms, etc.) • 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 • Work closely with leadership to understand evolving priorities, offerings, and go-to-market strategies • Regularly audit sales materials and processes to ensure relevance and effectiveness • Support enablement needs as the business grows into new service lines (e.g., managed services, new delivery models) • Act as a trusted operational partner to sales leadership, enabling them to focus on revenue-generating work

• Support the operational foundation of Hyland’s Renewals organization • Assist with daily exceptions management • Support forecasting activities • Contribute to territory and account data hygiene • Build and maintain recurring reports • Support daily and weekly reporting needs • Assist with Salesforce transformation initiatives • Help develop standardized processes • Contribute to building out Confluence pages • Support onboarding and training efforts • Organize and update internal resources • Partner with Sales Ops, CS Ops, and other internal teams

• Defines and executes the Salesforce Platform Operations strategy, aligning to enterprise IT strategy, architecture direction, and business priorities • Partners with product owners, delivery leads, capacity planners, and business stakeholders to forecast demand, plan releases, and ensure operational readiness • Establishes and maintains strong liaison relationships with business and IT partners to deliver effective, sustainable platform solutions • Leads continuous improvement across operational processes (incident, problem, change, release, environments, DevOps, monitoring, and service management) • Develops business-focused concepts and recommendations, including risk, cost-benefit, roadmap impacts, technical debt prioritization, and defect/enhancement triage • Fosters an environment of Design Thinking and operational excellence (automation-first mindset, standardization, resiliency engineering) • Develops and maintains platform roadmaps and plans for end-of-life/retirement of assets and capabilities • Interfaces with customers/stakeholders regarding service offerings, operating model, value proposition, and onboarding processes • Develops a customer communications strategy to promote awareness of platform events (maintenance, major releases, incidents, and capability launches)