Role Description This is a player-manager role for someone who can lead a small commercial team while staying personally active in key deals and customer relationships. You will own the full customer lifecycle, new acquisition, implementation, retention, and expansion; working alongside the Marketing Product Managers who define product strategy and positioning. Where they set the product direction, you deliver the commercial results. This is a hands-on role. You will be coaching your team one day and closing a deal the next. Your Team - Business Development Executive; new acquisitions and pipeline generation - Technical Consultant; pre-sales support and customer implementation - Customer Success Team; onboarding, retention, and account growth What You’ll Do Commercial Ownership - Own the full customer journey from qualified lead through to renewal and expansion - Define clear handoff processes between Business Development, Technical Consulting, and Customer Success - Maintain pipeline visibility and produce accurate revenue forecasts for leadership - Identify and pursue upsell and cross-sell opportunities within the existing customer base Team Leadership - Manage and develop a team of four across Business Development, Technical Consulting, and Customer Success - Set individual KPIs aligned to company targets and run regular performance reviews - Build a culture of accountability, collaboration, and continuous improvement - Support onboarding as the team grows alongside ITS’s SaaS expansion New Business - Coach the Business Development Executive on complex or high-value deals, engaging directly where needed - Personally lead senior prospect conversations for strategic accounts - Ensure CRM discipline and consistent sales methodology across the team Retention & Growth - Own overall renewal rates and Net Revenue Retention (NRR) across the product portfolio - Oversee the customer health framework and manage at-risk account escalations - Feed structured customer insight — churn signals, feature gaps, competitor activity — to the Product Managers - Partner with Marketing Operations on renewal communication and re-engagement campaigns Working with the Product Managers - Collaborate with Marketing Product Managers on Ideal Customer Profile (ICP), target verticals, and sales enablement materials - Share commercial intelligence from the field to inform product roadmap priorities - Align on messaging and positioning so the commercial team goes to market consistently Qualifications - 2-4 years in B2B SaaS commercial roles, with at least 2 years managing a team - Proven track record across both new business acquisition and customer retention, with measurable outcomes - Experience coordinating technical consulting or implementation functions alongside a sales team - Background in education, legal, corporate, or document management sectors a strong advantage Requirements - Strong CRM proficiency — webCRM or equivalent — with experience driving team-wide adoption - Solid understanding of SaaS metrics: ARR, NRR, CAC, LTV, churn rate, and customer health scoring - Comfortable working with pipeline data to produce clear, reliable forecasts - Confident communicator — equally comfortable presenting to leadership and engaging at senior level with customers The Right Mindset - Hands-on and self-sufficient — you do not wait to be told what to do - Data-driven: your pipeline calls are grounded in CRM evidence, not gut feel - Comfortable in a transformation environment — willing to build process from scratch where needed - Degree in Business, Technology, or a related field preferred but not essential Benefits - A role with real scope where you will shape the commercial function for ITS’s growing SaaS portfolio - Direct influence on revenue outcomes with strong leadership team support - An established customer base and proven products as your foundation - Performance-based compensation with a variable component tied to measurable results Company Description iTS is an independently run company established in 1988 with its headquarters in Harrow, London in the United Kingdom. We have operations throughout Europe and North America with customers across five continents. iTS is both ISO 9001:2015 and ISO/IEC 27001-2013 accredited and recognized in our Quality Management Systems (AMS) and Information Security Management Systems.

• Build and foster executive-level trusted advisor relationships with the customers’ IT, Engineering and Support organizations. • Demonstrates hands-on PagerDuty Product knowledge by applying it to the customer's business priorities. • Guide a customer on process, people and change management best practices to drive customers adoption of real time operations. • Proactively identify risks to the customer achieving their stated business goals and work with the sales team to build a risk mitigation plan. • Produce and execute a comprehensive adoption path of PagerDuty products, showing the current state, target future state with timeline. • Deliver business value and innovation to a customer’s business by understanding the customers’ opportunity to reduce cost and drive growth. • When appropriate, recommend additional expert services needed to drive success. • Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates. • Represent the voice of the customer to inform our sales process or product roadmap. • Lead the cross functional post sales team at PagerDuty, delivering a seamless experience on behalf of the customer. • Prepare and facilitate business review meetings, training sessions, webinars, demos, and other strategic and supportive interactions. • Predict and forecast risk, renewal and expansion within the customer portfolio.

• Analyze loan registrations and provide support for new submissions, portal navigation, and process-related inquiries. • Serve as a primary point of contact for complex client questions and escalations related to loan structuring, AUS findings, DTI calculations, liabilities, disclosures, and renovation loan scenarios. • Assist clients with mortgage loan registration within the eLEND loan portal while ensuring accuracy and completeness. • Provide expert-level support and guidance to clients regarding loan processing workflows and operational best practices. • Proactively engage with clients to understand evolving business needs, identify potential challenges, and provide strategic solutions. • Deliver both on-demand and scheduled training sessions related to products, processes, systems, and portal functionality. • Collaborate cross-functionally with Sales, Operations, Product, and Underwriting teams to resolve complex client issues efficiently. • Support the development and refinement of client success tools, workflows, and operational resources. • Assist in creating training materials, process documentation, and digital educational content designed to improve client knowledge and success. • Advocate for client feedback and provide insights that contribute to product enhancements and service improvements. • Maintain current knowledge of mortgage industry trends, investor guidelines, AUS systems, and competitive market updates. • Provide exceptional customer service and relationship management to internal and external partners.

• Re-engage warm customer leads (Demo – No Sale) to coordinate and schedule follow-up appointments • Manage volume rehash and retention efforts by reviving and saving cancelled contracts • Review sales recordings, notes, and photos to understand prior appointments and identify rehash opportunities • Contact customers via phone and email to understand objections and reasons for not moving forward • Provide consultative sales support by reviewing options and guiding next actions • Accurately document activity, notes, and outcomes in the CRM • Maintain professionalism and brand standards in all customer interactions • Through our sales training program, you will learn the techniques to: • Deliver effective sales presentations over the phone • Overcome objections and reengage with customers • Utilize CRM tools and sales technology to manage and track sales activity