• Setup and drive business development and sales processes in a technological company • Combine strategic planning with hands-on sales execution to drive the company’s revenue growth • Work out leads selection criteria and client portrait (ICP) • Build and manage leads generation channels • Generate leads, have initial calls with interested leads, hold product demos and presentations, and establish new accounts • Maintain leads and accounts tracking and management process (follow-up, status updates, reporting) • Keep management informed of all activities by submitting activity and results reports • Keep business development plans up-to-date and manage the timeline • Identify new markets and business opportunities, propose sales plans and campaigns • Recommend changes in existing sales channels to raise sales efficiency • Train and mentor BDRs (Business Development Representatives)

• Lead operational strategy and execution within Customer Operations. • Oversee day-to-day support operations, ensuring efficient workflows, clear standards, and strong performance. • Build and develop high-performing teams with clear responsibilities and accountability. • Manage support systems, including ticketing tools, knowledge platforms, automation, and reporting. • Partner with Product, Engineering, Sales, and Finance to improve processes and align customer insights with company needs. • Maintain accuracy in forecasting, resource planning, incident management, and reporting. • Drive continuous improvement through structured analysis and strong operational controls.

• Collaborate with Leaders and Define Metrics, Frameworks & Targets : Support the definitions, measurement methodologies, and performance targets for TTP, churn, and NPS in partnership with Data and Product Analytics.Build and maintain the source-of-truth dashboards, cohort views, and experimentation guardrails that guide decision-making. • Drive Cross-Functional Programs : Lead cross-functional initiatives across Product, Engineering, CS, Support, Marketing, and RevOps to improve activation, retention, and sentiment.Translate company priorities into structured programs with clear owners, timelines, and measurable outcomes. • Global Collaboration with Product & Platform Leaders : Collaborate with Product leadership, offering data-backed recommendations on platform and core product investments.Support product teams in prioritisation, opportunity sizing, experiment design, and defining success metrics. • Insights, Research & Competitive Intelligence : Develop a deep understanding of customer journeys, use cases, and JTBD (Job to be done) for agencies and SMBs.Conduct root-cause analysis on churn and NPS drivers by synthesising qualitative feedback and quantitative usage data. • Planning & Governance : Contribute to quarterly and annual planning for TTP, Churn, and NPS programs aligned to company OKRs. Establish and run operational cadences (reviews, stand-ups, post-mortems) to maintain alignment and accountability & Present progress

• Develops and maintains Revenue Cycle/Financial Analysis and creates performance presentations to use when reviewing performance with Client. • Responsible for assessing operational objectives and performance metrics in all areas of revenue cycle and executing upon actions identified during analysis. • Gather, interpret, and translate customer needs and translate business problems into requirements that facilitate application development. • Analyze and assess data and product performance to identify issues and ensure appropriate prioritization and compliance with service level agreements. • Build reporting solutions and develop/enhance existing scorecards, dashboards and other key reports that are to be utilized by management to monitor performance and communicate performance to the client. • Develop and maintain standards to measure the effectiveness of all aspects of the revenue cycle, including statistical data for monthly reports. • Integrate and analyze data from multiple data sources, determine root cause; summarize and prepare monthly materials for discussions with client and finance teams. • Audit and analyze data to verify quality and data integrity. Provide feedback regarding issues and/or anomalies found during analysis to ensure proper communication both internally and externally. • Serve as resource for special projects and priority assignments as needs are identified during the analysis process. • Prioritize and manage multiple tasks to meet deadlines.