• Monitor and manage high-volume shared inboxes, triaging and prioritizing inbound inquiries accurately and efficiently • Process license key update requests and migrations for SonarQube Server customers • Handle billing and payment inquiries for Online SonarQube Cloud customers, including payment failures, refunds, cancellations. • Support internal teams with license key requests • Collaborate with Sales and Renewals teams to capture, verify, and track purchase orders through to correct processing • Collect and share customer vendor/procurement forms, ensuring Deal Desk and Finance have complete, accurate information to progress deals • Partner with Sales Operations to ensure inbound leads are correctly captured, enriched, and routed into the CRM • Identify and prioritize commercial inquiries from customers and partners, routing them to the appropriate sales team members • Work cross-functionally with internal teams on communications for special projects, including marketing initiatives, product announcements, and system changes • Proactively flag recurring issues, edge cases, and process gaps to relevant teams to improve tools, routing rules, and overall customer experience • Use the CRM and internal resources to match customer records, review case history, and take appropriate action

• Provide day-to-day IT support for employees across hardware, software, accounts, and access-related issues • Assist with employee onboarding and offboarding, including laptop setup, account provisioning, and equipment management • Troubleshoot basic network, system, printer, conferencing, and office technology issues • Coordinate with internal teams and external vendors on IT-related requests and maintenance • Help manage inventory of laptops, accessories, and office IT equipment • Support company tools and platforms such as Google Workspace, Slack, Zoom, Okta, and related systems • Assist with documenting IT processes, setup guides, and internal procedures • Provide general operational support for office and cross-functional team needs when required

• Lead, coach, and develop a team of Payment Operations Analysts, fostering a customer-first and accountable team culture. • Support team performance through regular coaching, feedback, quality reviews, and development planning. • Drive strong client service outcomes by monitoring key support metrics such as CSAT, response times, and case resolution. • Ensure clients receive timely, professional, and accurate communication throughout the resolution process. • Partner with Customer Success and Account Management teams to resolve client concerns and improve the overall payment experience. • Oversee daily payment support activities across Virtual Card, ACH, and Check payment workflows. • Act as an escalation point for complex client issues, payment exceptions, and time-sensitive requests. • Support the team in troubleshooting payment-related inquiries and ensuring issues are resolved efficiently. • Identify recurring client or operational issues and implement practical solutions to improve service quality • Help improve internal workflows, team processes, and support documentation to increase efficiency and consistency. • Maintain standard operating procedures, training materials, and team communication templates. • Share client feedback and operational insights with internal teams including Product, Engineering, Vendor Operations, and Customer Success. • Support operational readiness for new processes, tools, and payment enhancements as the business grows.

• Define and execute an integrated supply chain strategy aligned with growth, profit, capital investment and operational performance goals. • Provide strategic oversight of the merchandising/category management organization and partner with leadership to support the refinement and execution of merchandising strategy. • Oversee the supplier compliance organization, ensuring that unauthorized resellers are restricted from purchasing products in accordance with supplier partner policies. • Collaborate with peer leaders across our supplier facing organization to drive effective operating practices and strong execution. • Champion a technology-forward, AI-enabled approach across supply side functionssupply chain and merchandising workflows. • Own end-to-end supply chain performance, including demand planning, purchasing, and inventory optimization. • Accelerate the transition to a demand driven operating model, improving SKU-level forecast accuracy and working capital efficiency through processes such as S&OP/SIOP and technology. • Lead evaluation (in conjunction with our enterprise systems team), optimization and, if applicable, selection and implementation, of forecasting and replenishment systems and supporting infrastructure. • Drive continuous improvement in forecasting, inventory management and supply chain efficiency metrics. • Optimize end-to-end supply chain processes including sourcing, lead times, logistics, and inventory flow. • Collaborate with Partner Management to establish structured sourcing models and strengthen supplier performance frameworks. • Establish and monitor KPIs across supply chain, merchandising, and supplier performance to drive accountability and continuous improvement. • Collaborate cross-functionally with Product, Marketing, Distribution, and Technology to align planning and execution. • Identify and mitigate supply chain risks to ensure continuity, stability, and compliance. • Oversee operating plans, budgets, and working capital performance for the function. • Lead and develop a high-performing team, building leadership capability and organizational scale across supply chain and merchandising.