• Own a book of business, routinely speaking with assigned accounts, solving issues as they arise, and helping customers stay current on invoices • Establish credibility and trust with providers and healthcare executives by demonstrating strong business acumen and understanding of clinical workflows in order to build meaningful relationships • Clearly articulate the value proposition of our products to clinical and non-clinical stakeholders and educate on the products’ workflows • Capture feedback from prospects on their needs, wants, and pains, and share that feedback with product teams to develop our offering • Work cross-functionally with different teams internally to execute excellently on various trials and initiatives we perform with existing customers

• Own customer outcomes: Partner with customers to define, track, and achieve business goals that demonstrate ongoing value from Convoso • Drive retention and expansion: Proactively identify growth opportunities, engage executive stakeholders, and lead renewal strategies across your portfolio • Deliver strategic guidance: Apply deep knowledge of contact center best practices to help customers optimize performance and execution • Engage across the lifecycle: Lead all post-implementation activities through a blend of high-touch engagement, digital communication, and scalable programs • Build strong relationships: Develop trusted partnerships with key stakeholders, from end users to executive sponsors • Mitigate risk early: Identify potential challenges and take action to ensure customer health and satisfaction • Advocate for customers: Serve as the voice of the customer internally, contributing to product feedback and continuous improvement • Collaborate cross-functionally: Partner closely with Sales, Support, Technical Account Managers, and Implementation teams to deliver a seamless customer experience • Create impactful deliverables: Develop presentations, strategic recommendations, and business reviews tailored to diverse audiences • Represent Convoso: Act as a thought leader in customer interactions, industry events, and internal initiatives

Role Description A unique opportunity for a seasoned TMT executive or investor to shape and scale a high-impact investment platform across Central Asia and broader emerging markets. We are looking for a senior advisor with deep sector expertise to work closely with shareholders and the board on identifying, evaluating and executing strategic investments across telecom, digital infrastructure and next-generation technology platforms. This is a strategic, high-visibility position focused on building and optimizing a TMT investment portfolio, with emphasis on telecom operators, data centers and digital infrastructure. You will help define investment priorities, assess market opportunities and drive long-term value creation in fast-growing, underpenetrated regions. Key Focus Areas - Identify high-margin opportunities across telecom, data centers and digital platforms - Analyze regional dynamics and macro trends across Central Asia and emerging markets - Shape investment strategy across key TMT & sub-sectors - Support end-to-end M&A processes, from deal sourcing to post-deal value creation - Advise shareholders and the board on strategic decisions - Work with portfolio companies on performance improvement and exit strategies Qualifications - 18+ years of experience in TMT, including senior roles in private equity, investment banking or leading industry players - Strong understanding of telecom models, data center economics and digital infrastructure - Proven track record in investments, M&A or strategic advisory - Experience in emerging markets is highly desirable - Strong network within global tech ecosystem, including hyperscalers and infrastructure players - Fluent English required Requirements - Part-time advisory role, approx. 10 weeks per year - Remote, with periodic travel within the region - Direct exposure to shareholders and board-level decision making

Role Description As a CSM Team Customer Success Manager, you play a crucial role in ensuring our customers’ success and satisfaction. You’ll be responsible for building strong relationships with our customers, understanding their needs, and empowering them to set big goals with ServiceTitan as the ultimate tool to achieve the extraordinary in their business. You will serve as the preferred CSM to a designated list of customers assigned to the CSM Team and partner with these customers to optimize their use of ServiceTitan to drive business results. As a member of the CSM Team, you will be passionate about delivering customer transformations and answering questions like: - What’s the most valuable transformation I can offer my customer? - What’s the fastest way I can deliver that value to them? - How can my communication make their life easier? - How can I build a long-term relationship with them and truly make them feel at home with the ServiceTitan family? What you'll do: - Account Ownership: Act as a “preferred CSM” to approximately 100 accounts assigned to CSM Team, serving as the main point of contact for the customer, our executive team, and any internal partners regarding these accounts. - Relationship Management: Commit to exceeding customer expectations, maintain long-term, senior-level relationships with your account’s POCs, take ownership of challenging customer situations, manage them effectively, and see them through to resolution. - Drive Value and ROI: Guide customers to maximize their business through an intimate understanding of the ServiceTitan platform, with the ability to resolve complex issues and create comprehensive, customer-facing value plans to demonstrate ROI of ServiceTitan to key stakeholders. - Reactive Engagement: Act as the primary point of contact for customer inquiries and issues, working closely with internal teams to drive timely resolutions. - Proactive Engagement: Proactively reach out to customers through phone calls and written communication to understand their goals, and roadblocks, and ensure their needs are met. - Data Analysis: Utilize data to track customer success metrics and leverage user engagement data to design targeted campaigns that proactively engage with customers who are not utilizing key features of ServiceTitan vital to achieving their desired outcomes. - Mitigate Escalations and Churn Risk: Monitor account health and flag risk behaviors to engage with customers proactively before escalations or churn risks arise. - Facilitate Resolutions: Approach all customer interactions with a positive, can-do attitude, identify customer pain points, and work with cross-functional teams to provide effective solutions. - Provide Product Training: Provide training and guidance to customers, ensuring they utilize our software effectively. - Create Promoters: Seek ways to improve customer satisfaction and raise customer advocacy (NPS). - Project Management: Break down complex issues and stay highly organized in managing customer accounts. - Gross Revenue Retention: Monitor customer usage and engage in renewal discussions to ensure long-term satisfaction and account retention. - Feedback Collection: Gather and relay customer feedback to the product and development teams for continuous improvement. - Customer Loyalty: Identify opportunities for customer advocacy, such as success stories, the torch network, and referrals. Qualifications - 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred. - A customer value, ROI, and business outcome-driven mindset. - Skills in product training, and comfortable “re-re-selling” the customer on ServiceTitan. - Strong de-escalation and problem-solving skills. - Highly skilled in written and verbal communication. - Proven ability to multi-task and manage multiple projects at a time with strong attention to detail. - Self-starter that thrives in an entrepreneurial, fast-paced environment. - Quick thinking, fast learning, and solution-oriented. - Self-motivated and able to work effectively in a remote setting. - Highly organized and detail-oriented. - Project management skills and experience are a plus. - Exceptional organizational and time management skills. - Empathetic with a customer-focused approach. - Passion for phone-based customer interactions. Preferred Skills and Experience - Project management. - Sales. - Data or Business performance analytics. - Operational use of SalesForce, Gainsight, and Tableau. - Highly proficient in ServiceTitan workflows and best practices. - Able to work PST/MST hours. Benefits - Flexible time off with ample learning and development opportunities. - Company-paid medical, dental, and vision (with 100% employer paid options and 90% coverage for dependents). - Parental leave and support, up to $20k in fertility services, surrogacy, and adoption reimbursement. - On-demand maternity support through Maven Maternity. - Pet insurance, legal advisory services, financial planning tools, and more. Company Description At ServiceTitan, we celebrate individuality and uniqueness. We believe that the convergence of fresh perspectives and experiences from all walks of life is what makes our product and culture so great. We strongly encourage people from underrepresented groups to apply. ServiceTitan is committed to fair and equitable compensation for all of our employees.