• Serve as the primary post-launch owner for a portfolio of customers, leading them from implementation handoff through hypercare, adoption, optimization, and ongoing success. • Develop a deep understanding of each customer’s workflow, operating model, document mix, goals, and success criteria. • Translate customer requirements into practical solutions within the Foundation AI platform, including workflow recommendations, configuration updates, and process improvements. • Lead customers through go-live readiness, hypercare, and stabilization with strong project ownership and clear communication. • Diagnose customer issues by gathering evidence, isolating root causes, and driving resolution independently or with the collaboration from appropriate internal teams. • Make and manage configuration changes with precision, judgment, and quality control. • Identify risks early, communicate them clearly, and proactively drive mitigation plans before issues become escalations. • Monitor customer usage, workflow performance, and operational signals to identify adoption gaps, solution opportunities, and areas for improvement. • Partner closely with Implementation, Support, Product, and Engineering to ensure customer needs are addressed with speed and accuracy. • Create and maintain customer-facing and internal documentation, including solution recommendations, workflow notes, success plans, and troubleshooting guidance. • Provide customers with strategic guidance and best practices on how to get the most value from Foundation AI within their existing processes and systems. • Capture recurring pain points, workflow patterns, and product gaps, and translate them into actionable internal feedback. • Support renewals and expansion conversations by ensuring customers are realizing value, but this role is primarily measured on solution quality, customer outcomes, and operational execution.

TBD - Posting for EMEA/APAC/ LATAM/ Canada & Mexico

• Understand partner and customer business needs and translate them into technical specifications and deployment plans • Configure and customize AI agent solutions, ensuring seamless integration with existing platforms (CRMs, booking tools, payment systems) • Own implementations end-to-end — from kickoff through go-live — managing stakeholders and driving projects to completion • Serve as the technical point of contact in partner conversations; present solutions confidently with minimal oversight • Identify and mitigate technical risks throughout the implementation lifecycle • Contribute to building scalable deployment practices as the team grows

• Join sales calls as the subject matter expert and lead technical demos for the Voices Recording Studio to build client trust and drive conversions. • Define and confirm technical requirements—including formatting, metadata, and JSON structures—during the RFP and project intake phases. • Curate and organize our resale data library, acting as the 'Source of Truth' to provide accurate samples and data-driven proposals for the sales team. • Review internal contracts to ensure technical feasibility and work closely with Legal and Finance teams to minimize operational risk. • Distinguish between flexible 'alternative' suggestions and 'strict' technical requirements to ensure project deliverables align perfectly with client infrastructure.