• Collaborating with customers and internal cross-functional teams to identify, diagnose, resolve and report on technical issues • Contributing to the strategic direction of the global support team to develop and implement best practices • Partnering with internal Sales, Services, Engineering and Support teams to ensure customer success on the Akamai platform • Working independently with the customers manage customer incidents and escalations to closure • Communicating with customers in Japanese and internal communication in English (Written and Spoken)

Summary Strategic Services Director, AT&T, is a leader for our AT&T/ACC operations, one who will elevate our partner experience (from opportunity to implementation), one who is driven by improving processes and outcomes, and one who will dynamically navigate the ATT/ACC ecosystem on behalf of Intelisys. This leader is responsible for end-to-end AT&T/ACC operational execution across the partner lifecycle. This role leads a dedicated, multi-functional Partner Success team responsible for pricing strategy execution, complex quoting, order management and project management for end-customers on behalf of Intelisys partners. The Strategic Services Director, AT&T, partners closely with Sales, Supplier Business Development, Commissions, and the rest of the Partner Success team to ensure scalable, efficient, and partner-centric operations while driving revenue growth, margin optimization, and exceptional partner outcomes. Deep working knowledge of AT&T/ACC business systems, tools, B2B products, and operations is required. Key Responsibilities Partner Lifecycle Leadership Own and optimize the full partner lifecycle from opportunity through implementation and handoff through to ongoing support Lead and develop a team responsible for: AT&T/ACC pricing and quoting Order entry, order accuracy, and order flow Project management and service implementation Escalation assistance as required Ensure seamless coordination across lifecycle stages to minimize cycle times, reduce fallout, and improve partner experience Strategic & Operational Execution Collaborate with Director of Operational Excellence and Data teams to drive operational rigor, standardization, and continuous improvement across pricing, quoting, ordering, and implementation Adhere to and monitor KPIs related to SLAs, quality, and partner experience Identify operational risks and proactively implement mitigation strategies Cross-Functional Partnership Collaborate with Supplier Business Development team on strategy to build scalable operational processes and governance Serve as a strategic partner to sales team to drive pipeline and revenue growth Systems, Tools & Process Ownership Leverage and optimize AT&T/ACC systems and tools, as necessary, including but not limited to: CRM Pricing and quoting tools Order management and provisioning platforms Project management and implementation systems Ensure data accuracy, reporting integrity, SLA achievement and process compliance Talent & Leadership Build, mentor, and retain high-performing operational teams Foster a culture of positive team dynamics, service, accountability, partner-centricity, and continuous improvement Required Qualifications Preferred Qualifications Experience supporting large enterprise or strategic accounts Background in operational transformation or large-scale process improvement initiatives Strong executive communication skills with the ability to influence senior stakeholders Lean, Six Sigma, or similar operational excellence training Key Competencies Strategic thinking with strong execution discipline Partner-centric mindset in a B2B environment Data-driven decision making Cross-functional leadership and influence Change management and organizational leadership ScanSource, Inc. is an Equal Opportunity Employer EOE/M/F Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

• Serve as the first technical responder for inbound user issues • Triage problems using runbooks while applying independent technical judgment • Identify whether issues can be resolved directly or require engineering escalation • Communicate clearly and confidently with both technical and non-technical users • Navigate production databases and internal tooling to investigate issues • Use **SQL**, command-line tools, or scripts to validate data and identify root causes • Troubleshoot user-facing blockers without defaulting to escalation • Verify fixes and confirm resolution before closing issues • Translate user pain points into clear, actionable technical bug reports • Communicate directly with engineers in Slack and issue trackers • Provide strong technical context so engineers can move quickly • Follow issues through deployment and confirm user impact post-fix • Support onboarding, credentialing, and access workflows • Perform hands-on tasks such as account resets, permission changes, and configuration fixes • Ensure users can successfully access and operate the platform • Track active issues, dependencies, and follow-ups across systems • Maintain clean internal trackers and task hygiene • Improve troubleshooting documentation and runbooks • Identify recurring issues and recommend process or product improvements

• Perform application installations, upgrades, and configuration across Customer test and production environments. • Execute deployment activities using Azure DevOps release pipelines. • Follow change management processes to ensure safe and reliable releases. • Validate deployments and coordinate with the cross-functional teams. • Monitor and manage CI/CD pipelines to ensure successful releases. • Troubleshoot deployment failures and environment-related issues. • Provide L2/L3 technical support for hosted applications and infrastructure. • Participate in on-call rotations for incident response and resolution. • Document known issues, resolutions, and best practices.