• Maintain accurate and up-to-date revenue and opportunity data for reporting and forecasting • Act as the main point of contact for logging and updating opportunities • Support continuous improvement of opportunity and bid management processes • Assist with bid submissions, ensuring quality and compliance standards are met • Maintain and update bid content, CVs, case studies, and company information • Support administrative tasks including travel bookings, expense processing, and purchase order requests via Coupa.

• Develops and leverages relationships with internal and external stakeholders to meet strategic business objectives • Respond to inbound support requests related to the Yardi Senior product suite via help desk platform, phone, email, or chat • Troubleshoot and resolve technical issues related to the platform, ensuring a high level of customer satisfaction • Document, prioritize, and track all inquiries and issues in the help desk ticketing system (e.g., JIRA, ServiceNow, Zendesk) • Ensure all tickets are followed up on, updated regularly, and resolved in a timely manner. • Guides stakeholders through platform features, offer solutions to common problems, and provide training or advice to improve their use of the Yardi Senior product suite • Stays up to date on new features and product updates within the Yardi Senior product suite to maintain a high level of technical knowledge and service excellence • Strives to meet or exceed service level agreements (SLAs) for ticket resolution, response time, and customer satisfaction • Collaborates with internal support teams to resolve challenges • Understands and fosters cross-program and cross-functional dependencies to champion execution success and maximize value capture • Develops regular and thorough status communications for senior leadership and stakeholders • Anticipates and mitigates risks, dependencies, and impediments to facilitate resolutions

• Lead the IT team and take ownership of the entire IT estate • Bring structure, documentation, and operational maturity to the IT function • Reduce key-person risk and implement professional process discipline • Manage critical business systems, especially hosted WMS environment and VMware platform • Collaborate with internal teams and support critical hosted customer environments

• Ensure operational continuity and productivity for all Addi employees through flawless and secure technology infrastructure management, acting as the technical pillar that scales the Zero-Trust model while maintaining an exceptional, frictionless user experience. • Maintain a 95% ticket resolution rate within Asana SLAs, reducing average initial response time to under 2 hours for critical incidents. • Ensure 100% of the device fleet (macOS/Windows) complies with hardening policies and MDM standards (Jamf/Intune) within the first 120 days, eliminating unauthorized access gaps. • Achieve a 0% error rate in access and license provisioning/deprovisioning on the employee's first/last day, ensuring data security from entry to exit. • Automate at least 3 recurring manual processes (via Bash, Python, or Google Apps Script) per quarter, returning 20% operational capacity to the Corporate IT team. • Create and update a technical knowledge base (Wiki/Docs) to reduce Level 1 basic ticket inflow by 15% by the second half of the year.