• Represent the voice of the customers and be part of the product development roadmap. • Build CS working processes, suggest innovative solutions and look for service improvement opportunities. • Be the point of contact for our customers on all media channels. • Prioritize open issues, and ensure technical and service-related issues are handled quickly and appropriately. • Build onboarding and training processes, and data knowledge centers. • Support a team of CS representatives (Students). • Study & implement new tools.

• Develop deep product knowledge to map features to business outcomes and communicate roadmap insights • Apply industry expertise to address customer challenges and position solutions against competitive offerings • Analyze product usage data to identify patterns, calculate ROI, and quantify multiple value streams • Manage technical integration understanding and basic troubleshooting • Create and maintain detailed customer-facing documentation and resources • Lead renewal conversations and secure commitments, identifying upsell triggers and expansion opportunities • Create commercial solutions tailored to evolving customer needs • Build multi-threaded customer relationships to penetrate accounts strategically and develop new use cases over time • Collaborate with sales on handoffs and joint strategies for account growth • Manage a portfolio of customers throughout their journey, understanding their unique needs and tailoring interactions to align customer goals with company objectives • Implement scalable customer success workflows and operational excellence • Proactively monitor customer health metrics to identify and mitigate risks • Conduct strategic business reviews and success planning sessions • Build success plans that ensure customers fully realize the value of the partnership • Advocate for customers by providing product feedback to internal teams • Build trust with key stakeholders through executive-level interactions • Communicate clearly and concisely in both written and verbal formats, managing conflict resolution and navigating difficult conversations effectively • Demonstrate critical thinking and develop creative solutions • Guide customers through organizational change and address resistance • Make autonomous decisions while knowing when to escalate appropriately • Build strong working relationships with Product, Marketing, Support, and Sales teams to align customer success initiatives with broader company goals • Actively share customer feedback and insights with relevant teams to inform product development and marketing strategies • Identify operational friction in day-to-day work and propose practical improvements with supporting context • Participate in team pilots, process updates, or change initiatives, providing thoughtful feedback based on direct customer impact • Create reusable frameworks, templates, and playbooks that benefit the broader team

• Handling a high volume of user support requests via email, phone, and social media • The first point of contact for both Promenade customers and partners • Triaging incoming support issues, accurately diagnosing them, and escalating bugs to the engineering team • Acting as an advocate for Promenade users and providing them with outstanding service while resolving issues in a timely and efficient manner • Identifying trends and inefficiencies to enhance the support process and improve the user experience • A product evangelist! Helping customers and partners use our Promenade products to change the way local businesses connect with their community

• Define and execute TRI's Customer Success strategy, aligned with company objectives. • Create a scalable CS operating model covering onboarding, adoption, value realisation, renewal and advocacy. • Develop strong executive-level relationships with customers to understand their RBQM objectives and challenges. • Ensure customers achieve measurable value, leveraging Triumph’s technology, services and best-practice frameworks. • Implement and oversee customer satisfaction (CSAT), net promoter scores (NPS) and advocacy programs. • Define customer health metrics and ensure consistent monitoring and reporting. • Introduce systems, tools and dashboards to track adoption, engagement and risk signals. • Partner with Operations to ensure seamless customer onboarding and transition to business as usual (BAU).