• Own a portfolio of enterprise accounts, driving successful onboarding, adoption, value realization, and renewal. • Serve as a trusted advisor to customer stakeholders and executives by delivering insights, recommendations, and tailored guidance aligned to their goals. • Partner closely with Sales to identify and support expansion and upsell opportunities, as well as to ensure seamless renewals. • Conduct and deliver high-impact touchpoints including Quarterly Business Reviews, product roadmap sessions, and usage reporting. • Collaborate cross-functionally to escalate and resolve account risks, ensuring alignment on customer goals and challenges. • Track and report on customer health, usage trends, and business outcomes to inform proactive account strategies. • Champion customers internally, influencing product direction and service improvements based on customer feedback and needs. • Develop and refine customer success best practices, tools, and playbooks to continuously improve the customer experience.

• Develop and execute strategic account plans to maximize partner engagement and revenue growth. • Cultivate and maintain strong relationships with key decision-makers and executives at strategic partners and agencies. • Act as the primary point of contact for high-priority or escalated strategic account issues. • Represent the company at industry events and conferences, fostering networking opportunities and building brand presence. • Utilize strong analytical skills to pull and interpret data from multiple sources including Salesforce and Data Studio • Analyze in Excel to model scenarios and support decisions by identifying trends, opportunities, and areas for improvement. • Proactively identify partner needs and challenges, providing innovative solutions and support. • Present data-driven insights and recommendations to partners and internal teams. • Lead and manage complex projects from inception to completion, ensuring timely and successful outcomes. • Collaborate cross-functionally across other Openly teams to align on partner strategies and initiatives. • Oversee the entire implementation process for new clients to ensure a smooth transition and accelerate their time-to-value by driving quick product utilization. • Stay abreast of industry trends, competitive landscape, and market shifts to inform partner strategies.

• Responsible for product and technical inquiries related to Voice AI solutions, ensuring high customer satisfaction and strong product adoption. • Develop, optimize and maintain Voice AI workflows, including prompt design, speech recognition and natural interaction. • Support and train customers to use Voice AI and SaaS products effectively, including onboarding and coaching. • Analyze user feedback and performance data to continuously improve product quality, language models and customer-success processes. • Work closely with product and engineering teams on the development of Voice AI features and the automation of internal processes. • Identify upselling and cross-selling opportunities and actively contribute to expanding existing customer relationships. • Contribute to building out the customer-success infrastructure, e.g., by creating knowledge bases, FAQ systems and Voice AI demonstrations. • Provide technical customer support via phone, voice calls or ticketing systems to quickly and competently resolve technical issues.

• Translate CRM Strategist briefs into accurate campaign builds across Retool, Bloomreach, and other operational platforms. • Execute all configurations in line with established processes, documentation, and brand-specific requirements. • Complete end-to-end QA on your own builds, ensuring targeting, logic, rewards, and scheduling are correct before handover for final approval. • Manage assigned workload proactively, flagging risks to timelines or dependencies early to the Team Lead. • Follow the team’s QA framework, checklists, and naming conventions to maintain high operational accuracy. • Ensure every campaign meets compliance, data-privacy, and operational standards prior to launch. • Support peer reviews when required, offering constructive, detail-oriented feedback. • Validate the availability and correctness of key data points required for your campaigns (segments, attributes, event triggers, reward parameters). • Escalate detected data issues to the Team Lead, Martech, or BI as appropriate. • Document anomalies clearly to support faster investigation and incident resolution. • Follow all operational workflows consistently, contributing feedback to help refine them over time. • Identify repetitive tasks suitable for templates or automation and share suggestions with the Team Lead. • Participate in retrospectives, knowledge-sharing sessions, and testing of new operational tools or enhancements. • Work closely with CRM Strategists to clarify requirements, feasibility, and edge cases for each campaign. • Communicate build timelines, blockers, and dependencies clearly and early. • Support the flow of feedback from execution back into the strategy teams by documenting outcomes, constraints, or optimisation opportunities. • Maintain accurate records of your campaign builds, QA outcomes, and delivery timelines. • Contribute data to operational KPIs such as throughput, error rate, and SLA adherence. • Support post-mortems by providing clear, factual detail on build steps, assumptions, and findings.