Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France. As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have. We are currently looking for a Manager, Customer Experience to lead the strategy and execution of all customer-facing service operations and event experiences for PCGS. You will oversee Customer Care and Events, ensuring collectors, dealers, and partners receive best-in-class support across every interaction with the brand. You will lead a team responsible for managing customer inquiries, order issue resolution, call center operations, and PCGS’s presence at major industry events and trade shows. This role will focus on delivering operational excellence, improving service processes, and creating exceptional experiences that strengthen customer trust and loyalty. This role reports to the PCGS President and will be based onsite at our Santa Ana, CA headquarters with occasional domestic and international travel as needed. Remote or hybrid candidates will also be considered. We believe that there is significant value in in-person collaboration. If you live within a 1 hour commuting distance to one of our offices, you will be required to be onsite most of the time. This will be discussed further as part of the recruiting process. What You’ll Do: - Lead PCGS Customer Care Operations: Oversee all customer service functions including call center operations, inbound inquiries, order issue resolution, and dealer support. Ensure consistent, high-quality service across all customer touchpoints. - Manage a High-Performing Customer Experience Team: Lead, mentor, and develop a team of customer care and event professionals. Establish clear performance standards, service metrics, and accountability across the organization. - Improve Customer Service Processes: Identify opportunities to streamline workflows, reduce response times, and improve the efficiency and effectiveness of support operations through process improvements and technology adoption. - Oversee PCGS Event Strategy and Execution: Manage the staffing, planning and execution of PCGS’s presence at domestic coin shows, trade and grades and drop-off events. Ensure events deliver strong customer engagement, operational efficiency, and high submission volumes. - Enhance the Collector and Dealer Experience: Continuously improve how collectors and dealers interact with PCGS, protecting the brand while ensuring every interaction—from inquiries to submissions to events—reflects the company’s commitment to service excellence. - Partner Cross-Functionally: Work closely with operations, marketing, product, sales, and finance teams to resolve customer issues, improve communication, and align service initiatives with broader business goals. - Develop Customer Experience Metrics: Establish and monitor key performance indicators such as service levels, response times, resolution rates, and customer satisfaction to ensure continuous improvement. - Escalation & Issue Management: Serve as the senior leader responsible for resolving complex customer issues, ensuring high-value clients and key dealers receive thoughtful and timely support. - Drive Continuous Improvement: Implement best practices for customer service operations, call center management, and event execution to scale the organization as PCGS continues to grow. Who You Are: - Customer Experience Leader: You bring 8+ years of experience leading customer service, customer experience, or operations teams, ideally in a high-volume service environment. - Operationally Strong: You are comfortable managing complex workflows and large teams while maintaining a focus on service quality and efficiency. - Customer-First Mindset: You deeply understand the importance of trust and responsiveness in customer relationships and consistently advocate for the customer experience. - Show & Event Familiarity: You understand how trade shows and industry events operate and can design experiences that engage customers and drive submissions. - Strong Communicator: You communicate clearly and effectively with collectors, dealers, internal teams, and leadership. - Problem Solver: You thrive in dynamic environments and enjoy tackling complex customer issues with thoughtful, practical solutions. - Team Builder: You develop strong teams, set clear expectations, and create a culture focused on service, accountability, and continuous improvement. - Adaptable and Growth-Oriented: You are comfortable building new processes, improving systems, and scaling operations as the business evolves. Preferred Qualifications: - Experience in the collectibles, auction, or grading industries. - Experience managing call center or customer service operations at scale. - Prior responsibility for customer experience metrics such as NPS, CSAT, or service-level performance. - Experience leading teams across multiple locations. Travel Requirements: Willingness and ability to travel approximately 25–30% of the time for coin shows, customer meetings, and internal collaboration domestically. Salary Range: The salary range for this position is $94,779 - $153,876. Actual compensation on this range varies based on a variety of non-discriminatory factors, including location, job level, experience, and skill set. This role may be eligible for bonuses, commissions, or other forms of compensation, please ask your recruiter for details. Reasons To Join Us: - Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision - Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits - 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals - Vacation: All salaried employees are eligible for flexible time-off - Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays - Employee Discounts: Employees receive discounts on select grading services for approved submissions - Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs - Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities Candidates must be authorized to work in the United States. Collectors uses e-Verify to validate your ability to work legally in the United States. We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to jobs@collectors.com. We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support. If you require an accommodation to apply or interview with us due to a disability or special need, please email people@collectors.com. U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants. If you are based in California, you can read information for California residents here.

Your role at DynatraceAs a Lead Customer Success Manager (Lead CSM), you are the senior-most individual contributor responsible for driving value realisation, retention, and expansion readiness across Dynatrace’s most complex enterprise customers in Singapore, with selective exposure across Southeast Asia. You operate as a trusted peer to Account Executives, executive customer stakeholders, and internal senior leaders. Your mandate is to proactively orchestrate outcomes – not react to issues – by aligning Dynatrace capabilities to customer business priorities, ensuring predictable renewals, strong consumption outcomes, and long-term executive trust. This role is designed for enterprise‑grade Customer Success leaders who combine commercial acumen, executive presence, and data‑driven decision‑making, and who thrive in high‑autonomy, outcome‑oriented environments. Key Responsibilities Customer Value & Outcomes - Own and continuously evolve living Success Plans aligned to customer business objectives, measurable KPIs, and executive priorities. - Translate technical capabilities and observability outcomes into clear business value narratives understood and validated by senior stakeholders. - Track, validate, and advance value realisation milestones to ensure customers achieve meaningful ROI from their Dynatrace investment. - Identify value gaps, adoption blockers, and outcome risks early – driving corrective action before they impact renewal or consumption. Proactive Account Leadership - Act as the primary post‑sale strategic leader for assigned enterprise accounts, proactively shaping engagement cadence, focus areas, and stakeholder alignment. - Lead executive‑level engagements beyond standard reviews, ensuring consistent senior sponsorship and outcome‑based dialogue. - Maintain deep stakeholder maps, reducing key‑person dependency and strengthening executive‑level coverage across customer organisations. - Coach champions and unblock stalled progress through influence, insight, and orchestration – rather than escalation by exception. Consumption & Renewal Ownership - Be explicitly accountable for Renewal % and Consumption % across your portfolio. - Partner closely with Account Executives to align success milestones, renewal timing, and align success strategy with commercial strategy well ahead of contract cycles. - Monitor health, risk, and sentiment signals to ensure renewals are predictable, de‑risked, and outcome‑backed – not last‑minute recoveries. - Surface expansion readiness signals through usage, adoption, and realised value, positioning growth as the logical next outcome for the customer. Cross‑Functional Leadership & Governance - Orchestrate internal account teams across Sales, Professional Services, Support, Product, and Partners – ensuring one coherent Dynatrace voice to the customer. - Drive accountability across functions for outcomes, not activity, removing duplication and unnecessary friction. - Escalate systemic issues with insight and clarity, contributing to improvements beyond individual accounts. - Surface customer insights, patterns, and lessons learned to senior leadership and Product teams, influencing roadmap and process decisions. What will help you succeed - 8+ years’ experience managing complex enterprise SaaS customers in Customer Success, Consulting, or equivalent post‑sale leadership roles. - Proven success operating at CxO / VP level, with the ability to influence decisions through insight, credibility, and outcome focus. - Demonstrated accountability for renewals, consumption, and commercial health in enterprise environments. - Strong business acumen with the ability to map technology outcomes to operational, financial, and strategic impact. - Solid understanding of cloud platforms (AWS, Azure, GCP), enterprise IT operations, software delivery lifecycle, observability concepts and general enterprise technology ways of working. - Excellent communication skills in English; experience working in Singapore or with mature SEA enterprise customers strongly preferred. - Bonus: Certifications in Programme management, Tech industry certs, or similar. Ways of Working - Operates with high autonomy, judgement, and accountability – measured on outcomes, not activity. - Comfortable navigating ambiguity and complexity in enterprise environments. - Brings calm, confident executive presence to both customer and internal engagements. - Willing to travel occasionally for targeted, high‑impact enterprise engagements across the region. - Acts as a role model for proactive, value‑led Customer Success within the organisation, including identifying patterns across accounts and other CSM’s portfolios to influence internal strategy. What Success Looks Like (12-18 Months) - Enterprise customers articulate clear, executive‑validated value stories linked to measurable business outcomes. - Renewal outcomes are predictable, with risks identified and mitigated well in advance of contract cycles. - Consumption trends reflect sustained adoption of core and advanced Dynatrace capabilities. - Account teams operate with shared clarity on priorities, success criteria, and ownership. - Sales consistently leverages CS‑led insights to pursue high‑quality, customer‑led expansion. - The Lead CSM is recognised internally as a trusted authority on enterprise customer health, organisational intelligence, value storytelling, and strategy. Why you will love being a Dynatracer - A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. - Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. - A team that thinks outside the box, welcomes unconventional ideas, and pushes boundaries. - An environment that fosters innovation, enables creative collaboration, and allows you to grow. - A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. - A truly international mindset that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.

• Achieve world-class NPS/CSAT scores, retention, churn and contraction mitigation, renewals, and expansion goals via effective territory management • Coach and teach our partner’s Customer Success Managers (P-CSMs) how to excel at customer success • Own and manage customer escalations and coordinate across departments to final resolution

Work Location: France, Remote Engagement Model: Independent Contractor/Freelance Estimated Start Date: ASAP We are currently looking for native French (France) speakers, to participate in our Gardenia Speech Collection project. What is the project about? The purpose of this project is to collect recordings of native French (France) speech to improve voice assistant technologies. Task Description: For this project, we are looking for a wide variety of French (France) speakers with various regional accents. Participants will record short wake-up phrases and scripted utterances typically used when interacting with a voice assistant, following the guidelines provided. Who is eligible? To participate you should meet the following qualifying criteria: - Be 18 years or older. - Be born and live in France. - Be a native speaker of French (France) from any region in France. - Be able to use a mobile phone for this project. - Be able to use a wired headset or the device microphone for recording phrases. - Have access to a quiet indoor environment to do the recordings. - Pass initial accent screening. For this project, we are looking for participants in specific demographic groups to help develop bias-free technology that would represent everyone. To assess your accent, we will ask you to upload a short sample voice recording at the end of this application form. Where is the project taking place? This is a fully remote project. You can participate from anywhere within France. How long does it take? We estimate it will take approximately 30 minutes to complete this project. How much is the compensation? You will receive $33 USD for your fully completed and accepted assets. As payment method, we offer PayPal and Gift Card according to your preference. Please note that all submissions will be checked by our Quality Assurance team and compensation will be provided for fully completed and accepted assets. The project team will provide you with feedback once the Quality Check process is completed. Questions or doubts? If you have any doubts or questions, please don't hesitate to reach out to us at: DataForce.Sourcing@transperfect.com TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. For more information on the TransPerfect Family of Companies, please visit our website at www.transperfect.com.