• You will work closely with the Technical Program Managers (TPMs) and Data Scientists (DSs), as the technical experts for Phaidra's customers. Your role is to use Phaidra's platform and tools to put AI into production. • As the subject matter expert, (SME), you will use Phaidra’s products and your knowledge of the customers' needs to create a model of the facility for ingestion by our product lineup. This will require working closely with our Data Science team. You’ll create a representation of the facility in Mort system builder, map tag data, review our Insights logic for facility specific requirements, and assist in analyzing and triaging these systems in the support phase. • You will work with the product team to identify and define product requirements based upon each customer’s specification and needs. You will work closely with other AI Controls Solutions Engineers and the Product team to ensure our automated tools enable Phaidra to scale across thousands of customers. • This role can include 25% travel.

• **Cross-Functional AI Deployment:** Collaborate with Sales, Marketing, and Operations to identify manual processes that can be enhanced by AI (e.g., lead enrichment, sentiment analysis, or automated reporting). • **Workflow Automation:** Design and manage complex automated workflows using Zapier, Make, or Power Automate to connect disparate tools with AI engines (OpenAI, Anthropic, etc.). • **CRM Enhancement:** Implement AI-driven features within Dynamics 365 for Sales to improve data hygiene and sales team productivity. • **Custom Prompt Engineering:** Develop and refine high-quality prompts and "GPT" style agents tailored to specific departmental needs. • **Tool Evaluation:** Research and pilot emerging AI tools to determine their feasibility and ROI for our specific business use cases.

• Independently scope, design, deliver, and iterate on high-priority global programs that address SA's most strategic priorities, owning outcomes end-to-end with minimal oversight • Partner with SA leadership and SA Enablement to define and scale repeatable frameworks and shared standards of pre-sales excellence by segment and motion and drive adoption through manager training and coaching • Use data to identify organizational gaps, set program priorities, measure impact, and build the case for investment or change across SA leadership and cross-functional partners • Lead change management planning and execution for org-wide programs — including communication, enablement, and operational rigor — ensuring SA managers and ICs adopt new behaviors durably • Navigate competing priorities across a broad GTM stakeholder map — including Sales, Marketing, Professional Services, Developer Relations, and Channel partners — to align cross-functional teams around programs that drive measurable improvement in SA effectiveness and user impact • Act as a resource and thought partner to SA leadership and peers, sharing knowledge, identifying and raising risks early, and contributing to a higher collective bar for program design and change management in the org

• Conduct structured discovery and audit sessions with clients to assess current operations, including ticketing workflows, SLAs, and key performance metrics (CSAT, FCR, AHT, response times) • Analyze support workflows, ticket categories, volume patterns, and escalation paths to identify inefficiencies, bottlenecks, and high-impact automation opportunities • Evaluate clients' existing customer support platforms (Zendesk, Freshdesk, Intercom, etc.) and assess the maturity of their automation and AI feature usage • Design scalable workflow and automation strategies tailored to each client's support operations, technology stack, and business goals. • Identify and recommend AI-powered solutions such as chatbots, NLP-driven ticket classification, auto-triage systems, and agent assist tools to improve efficiency and customer experience • Develop AI readiness assessments and roadmaps that outline current-state gaps, target-state vision, and a phased implementation plan • Translate technical findings and data-driven insights into clear, actionable recommendations and executive-ready deliverables for both technical and non-technical stakeholders • Stay current on emerging AI technologies, vendor capabilities, and best practices in customer support automation to advise clients on innovation opportunities.