• Lead the planning, execution, and delivery of customer-facing projects, ensuring all milestones and deadlines are met. • Work closely with internal teams, including product management, software development, QA, and operations, to ensure alignment on project goals, timelines, and deliverables. • Maintain accurate project documentation, including schedules, scope, and project progress reports, and provide regular status updates to stakeholders. • Proactively identify and manage risks, providing mitigation plans to ensure successful project delivery. • Ensure that all deliverables meet the required quality standards and customer expectations by working closely with the QA team during the development lifecycle. • Manage and analyze customer support requests related to software delivery, identifying trends and potential issues, and ensuring timely resolution by coordinating with the appropriate teams. • Lead user training sessions and conduct office hours to ensure customers are equipped to use the software effectively. Provide ongoing support during and after training to address any questions or challenges. • Monitor customer usage of the software to identify adoption gaps or underutilized features. Proactively work with customers to improve software usage and drive greater value from the solution.

• Assist 1099 service partners with onboarding and account management. • Monitor service dashboards and proactively reach out for real-time support. • Respond to delivery partner inquiries on Gladly via phone, e-mail, and text. • Cross-reference internal data to make decisions on 1099 account status. • Relay operational issues with local warehouse teams and operations managers. • Troubleshoot technical problems and deliver clear outcomes and solutions. • Prioritize tasks in a fast-paced and high pressure environment. • Look for patterns in customer communications to create actionable feedback and enhance processes for the company as a whole. • Communicate with a professional and friendly tone. • A passion for creating an amazing customer experience

• Be accountable for the relationship health of a selected portfolio of accounts • Develop Customer Success Plans, with documented value delivered • Improve Autodesk Forma Adoption within these accounts by solving customer challenges with our technology • Mitigate any churn risk and guide expansion discussions • Become an expert in our Autodesk Forma Platform, in current functionality and roadmap

• Manage customer interactions across all active communication channels, primarily handling complex or sensitive cases escalated by our AI agent. • Ensure timely, clear, and respectful resolution of cases, maintaining high service quality standards and proper documentation. • Conduct proactive outreach to customers when case sensitivity, customer needs, or business priorities require follow-up, clarification, or preventive support. • Act as the voice of the customer within Baubap, escalating recurring or systemic issues and ensuring customer impact is considered in internal decisions. • Identify recurring pain points from frontline interactions and translate them into structured improvement proposals. • Support the execution and follow-up of approved initiatives aimed at improving customer experience, operational efficiency, or communication clarity. • Stay up to date with product updates, policies, and tools to ensure accurate and consistent service delivery.