• Handle sales and technical support calls/chats • Provide customer and reseller training • Schedule phone calls and screen share sessions

• Communicate with clients via phone, email, and virtual meetings • Support client requests through coordination and follow-up • Maintain accurate records and track client details consistently • Organize task details to support timelines and service accuracy • Collaborate with team members and partners as needed

• Provide empathetic, timely support across email, help center, video, and calls resolving issues with care and professionalism • Report bugs, and partner with Product and Engineering to drive resolutions, Troubleshoot issues • Share customer insights and recurring feedback with the team to continuously improve the user experience • Identify patterns in support requests and proactively suggest process or product improvements • Help with the onboarding experience for new users and advisor clients • Proactively check in with key accounts to understand how they're using the platform and where they may be stuck • Drive product adoption by educating users on features and workflows relevant to their specific use case • Gather and document customer feedback, use cases, and success stories to inform product direction • Manage subscriptions, upgrades, renewals, and account transfers in collaboration with Sales • Prepare and send invoices, follow up on payments, and handle contracts for enterprise accounts • Schedule and lead product demos and training sessions for clients

• You join the Pennylane Academy and receive ongoing training on the product and the team's operations. • You learn everything you need to know about our company, our vision, and our different departments. • You learn to identify stakeholders and to collaborate effectively within your team and with other departments. • You begin handling accounting-related requests: you receive inquiries, qualify them based on a solid understanding of accounting principles, and provide fast, impactful responses. • You gain autonomy and take full ownership of cases, ensuring proper follow-up of requests through to ticket resolution to guarantee user satisfaction. • You start managing increasingly complex client requests. • You contribute to creating and updating help materials available to clients to increase their autonomy. • You share your accounting knowledge and field experience with colleagues. • You represent the customer’s voice and usage, and provide constructive feedback to the product teams. • You become a product expert and improve your team’s efficiency by identifying areas for improvement. • You take ownership and lead projects that matter to you and help you grow.