• Complete software project setups and modifications as required by the client • Configure complex approval workflows. • Support onboarding of key production team members, including Studio Executives, Executive Producers, Producers, Production Managers, and Accountants. • Upload production-specific policies and map fillable fields. • Convert Word or PDF docs into the system, reformatting and reviewing them to ensure accuracy before finalizing. • Provide client support services by answering calls and emails in a timely and accurate manner. • Utilize project management tool, Asana, to track the client’s journey. • Analyze client questions and concerns, escalating problems to appropriate teams/departments and handling problems to the satisfaction of the client • Assist with answering basic software questions to assist users with navigating the software.

• Functioning as a Subject Matter Expert (SME) for Bitwarden and its suite of services • Leading technical planning and execution of new deployments, both to establish and adopt best-practices with a focus on large Enterprise engagements • Advising customers on industry best practices for the full stack of Bitwarden • Working with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future • Providing superb guidance and assistance for each customer’s implementation of Bitwarden and general security • Serve as a dedicated customer point of contact for named customers through alignment to Customer Engagement Manager resources through the Bitwarden ticketing and email systems • Participating in customer quarterly business reviews by assisting in environment audits, best-practices reviews, and positioning new product features relevant to further expansion opportunities and/or increased adoption • Collaborating with Engineering and Product associates to triage bug reports and feature requests based on customer need and scale with a focus on large Enterprise deployments • Assisting training and culture sharing in the Implementation Engineering Team • Guiding knowledge sharing among Implementation Engineers within the team and in collaboration with Technical Writing to share best-practices, troubleshooting information, and recommended configurations • Leading and/or assisting in internal team projects including customer environment replication for bug investigations, integrations with new third-party tools, and development of automations both for customer use-cases as well as internal team processes • Occasionally representing Bitwarden at customer meetings, industry events, or team offsites (some travel may be required).

• Functioning as a Subject Matter Expert (SME) for Bitwarden and its suite of services • Leading technical planning and execution of new deployments, both to establish and adopt best-practices with a focus on large Enterprise engagements • Advising customers on industry best practices for the full stack of Bitwarden • Working with customers to solve issues and/or look ahead to identify solutions to situations they may face in the future • Providing superb guidance and assistance for each customer’s implementation of Bitwarden and general security • Serve as a dedicated customer point of contact for named customers through alignment to Customer Engagement Manager resources through the Bitwarden ticketing and email systems • Participate in customer quarterly business reviews by assisting in environment audits, best-practices reviews, and positioning new product features relevant to further expansion opportunities and/or increased adoption • Collaborating with Engineering and Product associates to triage bug reports and feature requests based on customer need and scale with a focus on large Enterprise deployments • Assist training and culture sharing in the Implementation Engineering Team • Guide knowledge sharing among Implementation Engineers within the team and in collaboration with Technical Writing to share best-practices, troubleshooting information, and recommended configurations • Lead and/or assist in internal team projects including customer environment replication for bug investigations, integrations with new third-party tools, and development of automations both for customer use-cases as well as internal team processes • Occasionally represent Bitwarden at customer meetings, industry events, or team offsites (some travel may be required).

• Provides world-class remote and onsite training to enterprise customers. • Applies a consultative approach to software implementation projects to ensure the solution meets business needs. • Assists Project Managers in coordinating long, complex projects: Proactive Process Improvements to process and solutions. • Strong understanding of Project Management methodologies with the ability to manage projects within a structured manner. • Trains support teams on details of each enterprise account • Trains New hires and Support teams: software products, enhancements. • Understands and partners with foodservice operations to improve efficiency. • Subject Matter Expert for Enterprise software products that support the K-12 foodservice industry. • Resolves complex support issues for enterprise accounts. • Responds to customer concerns, complaints, or inquiries in a timely, professional, and responsive manner. • Collaborates with Tier 3, Product, R&D and leadership to implement and support customers. • Creates requirements for, submit, and manage the life of enhancement requests for customers. • Able to negotiate alternatives, knows when to escalate a problem, or when to ask for assistance in dealing with the various problems reported. • Highly qualified in problem-solving, troubleshooting, and customer service skills. • Professional presence with a calm, patient, listening demeanor that can thrive in high-stress environments Must be able to handle spirited customer conversations and diffuse conflict using appropriate communication skills and conflict resolution techniques. • Establishes and maintains good working relationships with school district food service personnel, school district IT representatives and technical consultants, internal first level personnel, peers, internal software developers, internal quality assurance personnel, and internal sales personnel. • Must employ clear, concise and grammatically correct verbal and written communication skills, as well as apply professional customer service skills during all interactions with customers. • Installs software and hardware both remote and at customer’s sites. • Facilitates and administer training, as necessary, at various company-sponsored training seminars; develops associated training curriculum and materials. • Works directly with Leadership to identify process improvement opportunities. • Maintains hyper-focus on customer satisfaction and notifies upper-level management of any challenges that could jeopardize the relationship with the customer. • 60% travel required. • Complies with and helps to enforce standard policies and procedures. • All other duties assigned.