• Lead the technical implementation side of onboarding for new customers, guiding customers through the process of integrating Conversica and CRMs, Marketing Automation Platforms and Dealer Management Systems. • Consult with the customer to define their Conversica lead journey, and configure their dashboard accordingly to ensure successful launch of the platform. • Work alongside the CSM, serving as the technical and product expert. • Provide hands-on configuration support and technical guidance during onboarding to ensure customer systems and processes align with Conversica best practices. • Build trusted advisor relationships with customer stakeholders—from operational teams to leadership. • Provide clear guidance on system configuration, data flow, and best practices to help customers optimize their use of Conversica. • Anticipate and proactively address technical or adoption risks, escalating to internal teams when needed. • Translate complex technical details into clear, actionable guidance for both technical and non-technical audiences. • Effectively manage onboarding projects end-to-end, ensuring timelines, deliverables, and communication remain organized and on track. • Collaborate closely with internal teams—including Product, Engineering, and Customer Success—to ensure a smooth and consistent customer experience. • Document processes, updates, and best practices to strengthen operational consistency. • Maintain strong knowledge of Conversica integrations, data flows, and product capabilities to guide customers and recommend best practices. • Troubleshoot technical issues escalated from tech support and serve as the liaison with Engineering for escalations when necessary.

• Serve as the first point of contact for enterprise customers’ technical inquiries/resolution • Partner with enterprise account team as technical SME to upsell, cross-sell and renew • Provide leadership to manage service disruptions for enterprise customers • Drive customer change management for new product functionality • Maintain a detailed customer technical account profile to ensure supportability • Serve as liaison in advocating for customer product needs and provide visibility into Docusign product roadmap • Ensure Customer contacts have the expertise necessary to manage existing and new product functionality • Ensure consistent delivery of all Enterprise Premier Support program components • Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support services • Provide leadership with updates when there are service disruptions and facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicable • Travel as necessary (10-20%)

• Provide day-to-day technical support for gummy manufacturing operations, helping to ensure safe, efficient execution and adherence to specifications. • Lead structured investigations of process deviations, yield losses, and quality issues; identify root causes and implement corrective and preventive actions (CAPA) in partnership with Operations and Quality. • Support pilot-to-production scale-up, verification/validation activities, and technical transfers; document learnings and ensure handoffs enable reliable execution. • Identify and execute opportunities to improve critical process parameters, throughput, consistency, and cost; support savings and continuous improvement programs. • Partner with Quality to develop and maintain in-process controls, procedures, and documentation to meet internal standards and applicable regulations. • Support change control for formulations, materials, equipment, and process changes; assess technical risk and ensure changes are appropriately evaluated, documented, and communicated. • Work closely with R&D, Quality, Supply Chain, and Commercial teams to align technical requirements with business goals and timelines. • Train and coach operators and technical staff on process understanding, standard work, and problem-solving tools; contribute to a culture of continuous improvement. • Track key process and technical performance metrics; create clear summaries and recommendations for leadership and cross-functional partners.

About Us AfterShip, a Great Place to Work Certified company, is transforming the global eCommerce landscape. Founded in 2012, AfterShip is a post-purchase SaaS company on a mission to build the world’s leading automation platform for ecommerce merchants. AfterShip unifies shipping & labels, order tracking, AI predictive delivery, and returns management into one system - giving merchants a single place to manage and automate everything that happens after checkout. By centralizing these workflows, AfterShip enables merchants to reduce customer support inquiries, deliver a more reliable and engaging customer experiences, and unlock incremental revenue at every post-purchase touchpoint. AfterShip integrates seamlessly with ecommerce platforms including Shopify and TikTok Shop, and connects with more than 1,200 carriers worldwide. Today, over 20,000 businesses - including Samsung, Gymshark, Vivino, Harry’s, Mous, and Rakuten - rely on AfterShip to turn every post-purchase moment into an opportunity to build trust, reduce costs, and drive repeat purchases. Built for a global market from day one, AfterShip operates with an engineering-driven, internationally distributed team. The company employs more than 450 people across 8 offices, spanning North America, Europe, and Asia, and representing over 20 cities worldwide. Your Mission: We succeed when our customers succeed. Customer Success is not only a critical function at AfterShip but a core value of the organization. As a Technical Account Manager, you will serve as the primary contact for AfterShip's Enterprise customers and some of the top DTC brands in the industry, ensuring that nothing hinders the full potential of AfterShip's solutions. You will be the primary technical point of contact for one or more customers helping to plan, debug, and oversee ongoing operations of business-critical applications. You will actively engage in troubleshooting applications, databases, and architectural challenges, utilizing a variety of internal tools and drawing on your existing knowledge and toolkits. Your meticulous attention to detail prioritizes the needs of the customer, ensuring swift onboarding and success. You will apply your passion for eCommerce and product expertise to ensure technical fit and seamless execution of our products. This will ultimately improve renewals and overall success while helping to collect customer testimonials, stories, and feedback. This is a high-impact position within the growing Customer Success team. You will have the opportunities to create meaningful impact within our organization and, most importantly, for your customer’s businesses. We are looking for people with solid experience in IT consulting as well as any of these connected fields, including media technologies, database management, application and system development, big data and analytics, solution designing, and devops consulting. ERP and REST API expertise is advantageous for the position. This position is an opportunity to serve as the primary technical advisor for businesses of all sizes, not just start-ups. What You’ll Do - Lead end-to-end technical setup and configuration for enterprise customers - Provide ongoing technical support to ensure smooth operations and customer satisfaction - Manage and execute migration processes for enterprise accounts, ensuring minimal downtime and seamless transitions - Act as the primary technical contact for enterprise clients, addressing escalated issues and managing complex scenarios - Handle technical queries, including API-related requests, and track resolution progress - Partner with Customer Success teams across regions to align on customer needs and goals - Participate in team meetings to ensure consistent customer support and shared success strategies - Work with Operations, Engineering, and Product Marketing teams to stay updated on platform changes - Communicate platform updates and relevant changes effectively to enterprise clients Who We're Looking For - 3+ years experience in customer-facing technical roles in either SaaS, ecommerce, or marketing automation technology - Experience working with clients, product, ops, and engineering teams - with the ability to break down complex concepts to non-technical stakeholders - Ability to prioritize, multi-task, and perform effectively under pressure - Aptitude for both analyzing technical concepts and translating them into business terms and for mapping business requirements into technical features - Strong knowledge of business processes (Sales, Service, Marketing, Support) business applications and automation - Ability to grasp customer’s needs and suggest timely solutions - Executive level interpersonal, project management, communication, and problem-solving skills - Excellent written and verbal communication and presentation skills - Fluency in French is considered an asset At AfterShip, we know great talent doesn’t always fit every requirement. If you’re passionate about our mission and believe you can make an impact, we encourage you to apply. Why You Should Join Us: - Great Place to Work Certified: We’ve been recognized for our inclusive, values-driven culture that celebrates diversity and collaboration. - Innovative & Inclusive Culture: Started by our software engineer-turned-CEO, AfterShip is built on curiosity, creativity, and collaboration. We’re a passionate, global team of problem solvers who put egos aside to innovate together. We take immense pride in fostering a culture that’s inclusive, which has allowed us to surround ourselves with the industry's most talented professionals. - Ambitious Mission with Real Impact: Join us in transforming eCommerce by making buying and selling easier for everyone. It’s one of the most dynamic spaces in tech, with limitless opportunities to innovate and grow. - Thrive & Grow: There’s no ceiling to what you can achieve or learn here. We’re committed to empowering your career while advancing together as a company. - Flexible Work Setup: We’re a remote-first team, meaning by default that employees work from home or on a hybrid-flexible basis in our hub locations (i.e., Toronto, Austin, Barcelona). You’re empowered to choose a work setup that works best for you and your team. With flexible hours depending on your time zone, you’ll be able to have a schedule that fits your working style and the requirements of your role. Perks: - Competitive compensation - Remote-first work setups - Healthcare coverage offered from day 1 - Unlimited PTO - Annual learning & wellness benefit - Monthly book perk - Career progression & professional development - In-office lunch and commuter benefits for those located in our hub locations We are an equal opportunity employer and provide accommodations upon request throughout the recruitment process, in accordance with local legislation. Please let us know if you require any support, and we’ll work with you to meet your needs.