• Collaborate closely with customers to understand their goals and help them maximize the value of the Respond.io platform • Assist customers during the onboarding process, ensuring a positive and smooth experience • Develop and maintain strong relationships with both internal and external stakeholders • Act as a point of contact for customer issues and ensure timely resolution • Gain a deep understanding of customer needs, use cases, and objectives to ensure effective utilization of the Respond.io platform • Monitor and report on customer satisfaction and platform usage • Focus on maintaining high customer satisfaction and retention rates • Acquire in-depth knowledge of the Respond.io platform and identify opportunities for customer growth, collaborating with the internal team to propose upsells

• Investigates and provides technical information for customer inquiries • Participates in obtaining and quoting new account information • Manages customer orders and confirms on-time delivery • Facilitates communication with customers about order processes • Coordinates customer visits for relationship development

• Own Time-to-First-Value at Scale • Drive Outcome-Based Engagement • Execute Programmatic Success Motions • Operate as a Program Manager • Proactively Manage Risk • Identify and Enable Expansion • Improve the Scaled Operating Model

• Own success metrics for a portfolio of established Mid-Market and Enterprise districts. • Lead district professional development training sessions ensuring engagement and quality delivery. • Drive increased product adoption and depth of usage across schools, departments, and user groups. • Analyze district-level usage, engagement, and outcome data to assess account health and identify expansion opportunities. • Build and maintain strong director and executive-level relationships within each district. • Develop and execute account growth strategies that increase product reach and multi-threaded engagement. • Lead renewal strategy and execution to ensure high retention rates. • Identify and pursue expansion opportunities aligned to district goals. • Provide structured, actionable customer feedback to the Product Team gathered through ongoing district engagement. • Continuously document district goals, challenges, risks, and growth opportunities. • Maintain accurate and detailed account records in CRM systems such as Salesforce, Gainsight, or similar CS tools.