• This is not traditional customer support. You are the vital bridge between our clients and our creative teams. • Your mission is to turn vague client goals into razor-sharp creative direction while keeping the production engine moving without friction. • You aren't just a "replier"—you are a consultant who advocates for the client’s vision while having the backbone to challenge them when their input is vague. • You will use AI tools to summarize, structure, and refine communication so you can focus on what matters: high-level judgment and driving successful outcomes. • Strategic Advocacy: Spot risks early before they become issues and act on them proactively. • Input Excellence: Push back on vague or low-quality briefs. Guide clients toward better inputs to ensure world-class design results. • Structured Communication: Keep all correspondence tight, clear, and useful. No over-explaining—just clarity. • Service Optimization: Improve how clients use Deer Designer over time, moving from reactive support to proactive partnership. • AI-Enhanced Workflow: Leverage AI to draft, structure, and refine your communication and internal processes to 10x your efficiency.

• Strategic Advocacy: Spot risks early before they become issues and act on them proactively. • Input Excellence: Push back on vague or low-quality briefs. Guide clients toward better inputs to ensure world-class design results. • Structured Communication: Keep all correspondence tight, clear, and useful. No over-explaining—just clarity. • Service Optimization: Improve how clients use Deer Designer over time, moving from reactive support to proactive partnership. • AI-Enhanced Workflow: Leverage AI to draft, structure, and refine your communication and internal processes to 10x your efficiency.

• Collaborate with Sales teams to effectively demonstrate Gartner products • Communicate with internal partners to maximize Gartner's value • Research companies, executives, and trends to prepare tailored resources • Facilitate calls to understand priorities and articulate Gartner's value

• Retain your customers, secure renewals and hit retention targets • Own the renewal cycle for your book of business end to end, identifying risks early and resolving them before they escalate • Build and maintain a clear picture of customer sentiment across all stakeholders — from end users to C-suite — and take action when something is off • Act as a vocal internal advocate for your customers, coordinating cross-functional teams to resolve challenges quickly • Keep leadership informed with timely, accurate updates on account health, risks and wins • Lead commercial negotiations and drive revenue growth • Own end-to-end commercial negotiations for renewals and expansions across a portfolio of high-value North American accounts, working within Ometria's pricing model • Identify and close upsell opportunities that genuinely reflect value delivered • Partner closely with the North American Sales team and leadership to pursue expansion opportunities and hit upsell ARR targets • Build and maintain senior stakeholder relationships • Develop genuine relationships with CMOs, CTOs, CEOs and marketing and technology leads across large, multi-stakeholder enterprise organisations • Maintain multi-threaded engagement plans that anticipate where senior conversations are needed and ensure the right Ometrians are involved • Deliver on commitments consistently — your clients should see you as a trusted partner, not just a vendor contact • Deliver strategic guidance and platform expertise • Become an expert in both the Ometria platform and the ecommerce and retail marketing landscape • Lead Business Reviews, strategic marketing assessments and account planning sessions that connect platform outcomes to your clients' business goals • Use retail intelligence, trends data and platform insights to make credible, forward-looking recommendations — particularly to senior commercial and marketing stakeholders at enterprise level • Contribute to the strength of the CS team • Share your methodology and experience with team members, contributing to playbooks, account approaches and how we raise the bar on CS practice at Ometria • Step in to support complex or escalated situations across the wider team when needed • Provide thoughtful input to CS leadership on how we continue to improve as the team grows