Role Description We build bonds. Bonds build growth. In this role, you will design, develop and implement customer and employee experience solutions that meet the needs of Bond’s clients. You will have the opportunity to work with a cross-functional team of experience designers and industry professionals to create high-impact solutions for international clients in sectors such as: - Automotive - Financial services - Healthcare - Pharmaceutical - Technology - Retail - Hospitality Internal title: Consultant, Strategic Advisory Qualifications - A minimum of 3+ years designing and developing solutions in relevant areas of focus such as employee experience, customer experience, and learning and enablement - Bachelor's degree in business, education, psychology, marketing, or a related field; Master’s degree considered a plus - Experience with the following platforms and tools: - AI tools - Visual collaboration platforms (e.g., Miro, Beekast) - Creative tools (e.g., Canva, Powtoons, Premiere, Illustrator) - eLearning development and engagement platforms (e.g., Articulate Rise 360 or Storyline) - A client-centric mindset and the ability to work accurately under tight deadlines and manage multiple deadlines simultaneously - Fluency with design thinking and Human-Centered Design - Experience designing solutions that go beyond ‘just training’, addressing broader enablement and change management - Visual design skills and a talent for presenting ideas in a compelling way - Strong proficiency in foundational computer programs such as MS Word, Excel, PowerPoint, and Outlook - Excellent written communication skills Company Description

• Lead and deliver projects related to the development of new business and insurance contracts • Manage enhancements, compliance, and system enhancements • Ensure ongoing activities are in line with policies and regulations • Collaborate with billing management to resolve claim issues • Monitor configuration-driven performance metrics

• Works in an assigned territory with the primary goal of identifying new business opportunities. • Meets with decision-makers to analyze product needs and offers solutions. • Develops sales strategies, techniques, and tactics based on customer feedback and the market environment. • Works with Inside Sales and Support teams for the achievement of customer satisfaction. • Conducts daily visits to customers across DOD, DHS, and commercial markets within the specified region. • Reports on sales data, projections, schedule, results and activities to the Regional Manager. • Conducts demonstrations of new products to customers. • Promotes and sells service contracts to enhance the shelf life of currently fielded equipment. • Positions new technology. • Supports customer business team by visiting and establishing relationships with Program Managers in the region. • Ensures that the customer is educated on all HDT product offerings. • Professionally represents HDT in appropriate customer related functions including outings, trade shows, and product demonstrations. • Ensures all data and quotes are entered into Salesforce and updated weekly. • Provides support and conducts training of HDT products that have been sold to customers within the region. • Accountable for and maintains demonstration equipment and all company property issued. • Travel up to 50%, as required.

• Own the end-to-end customer support function for a complex SaaS product. • Lead, mentor, and develop support managers and support specialists. • Manage team structure, hiring, performance management, coaching, accountability, and team culture. • Build a high-performing support organization focused on customer outcomes, speed, quality, and scalability. • Drive operational change management across people, processes, tools, and workflows. • Ensure the support team is equipped to handle technical customer issues, escalations, and product-related inquiries effectively. • Evaluate and improve current support processes, workflows, escalation paths, and operating standards. • Create scalable systems for ticket handling, prioritization, severity management, and customer communication. • Build repeatable support frameworks that improve resolution quality and reduce unnecessary manual work. • Identify operational bottlenecks and implement practical solutions to improve efficiency and consistency. • Develop support playbooks, documentation standards, and internal operating procedures. • Ensure support processes are designed for scale, not short-term fixes. • Lead automation and AI adoption across the support organization. • Optimize and expand Intercom AI capabilities and automated support workflows. • Build scalable ticket deflection and self-service strategies. • Automate repetitive workflows across triage, routing, escalation, follow-up, and resolution. • Use AI and automation to reduce manual workload while improving customer experience. • Identify opportunities to improve knowledge base quality, customer self-service, and support team productivity. • Demonstrate measurable improvements through automation, such as reduced ticket volume, faster resolution times, improved deflection rates, or improved SLA performance. • Define and own operational KPIs and service standards for the support organization. • Track and improve key support metrics, including CSAT SLA performance, resolution time, first response time, ticket volume trends, deflection rates, escalation volume, backlog health, quality of resolution. • Build reporting frameworks that provide actionable insights for Support, Product, Engineering, and Leadership teams. • Use support data to identify recurring issues, product gaps, workflow inefficiencies, and customer pain points. • Translate support trends into operational and product improvement recommendations. • Serve as the bridge between Support, Product, and Engineering teams. • Represent customer technical issues with clarity, accuracy, and appropriate severity. • Partner with Product and Engineering to prioritize bugs, product improvements, escalations, and recurring customer issues. • Participate in technical discussions related to product behavior, customer-impacting issues, and supportability. • Ensure support insights are used to improve the product and reduce future customer friction.