• Strategic Account Ownership: Drive long-term adoption and revenue growth for a portfolio of enterprise-level dispensaries, crafting engagement strategies that align with their specific business goals. • Operational Consultation: Leverage a deep understanding of dispensary workflows to provide high-level recommendations, optimizing the platform to solve complex logistical and retail challenges. • Revenue & Expansion Management: Proactively identify and execute account expansion and cross-sell opportunities across the full suite of our technologies to maximize partner ROI. • Product Advocacy & Feedback Loop: Serve as the "Voice of the Customer" by synthesizing feedback into actionable trends for our Product and UX teams, directly influencing the future of our software. • Executive Business Reviews: Conduct high-impact Quarterly Business Reviews (QBRs) using data-driven insights to demonstrate value, identify growth levers, and address performance gaps. • Risk Mitigation: Consistently assess account health metrics to proactively identify churn risks and implement "save" strategies before challenges escalate. • Cross-Functional Collaboration: Partner with Implementations to ensure seamless onboarding and work with internal teams to continuously refine our customer-facing processes. • Marketing & Conversion Strategy: Consult with partners on web presence optimization, promotional strategies, and marketing best practices to drive maximum consumer conversion.

Description Remote: This position does not require employee to be on-site full-time to perform most effectively. The employee's role enables them to work off-site on a permanent basis. This position requires an employee to cover territory visits to dealerships in a reoccurring frequency. This territory covers dealerships within the Northcentral Region. The selected candidate must live within a 50-mile radius of the Metro Detroit, MI area or relocate to the assigned territory. This job may be eligible for relocation benefits. The Role The Customer Experience Team within Customer Care and Aftersales (CCA) is laser focused on delivering a leading customer experience. We attract more customers by focusing on processes which drive retention and contribute to the revenue that we generate in CCA. We elevate every customer engagement to improve outcomes for our dealers and customers. We remove obstacles and provide support to our field team to drive high-impact process improvements which help build trust with our field partners, dealers and end customers. The Customer Resource Manager has a passion for delivering exceptional customer experiences by handling and resolving issues in a timely manner. They own critical customer interactions and advocate for the customer bridging communications between the Customer Assistance Center, the dealership and our field team. This is a high-profile role which interacts directly with our Business Resource Center facilitating repurchases and exchanges, goodwill, policy and CSI exception to help resolve customer issues. They will be highly engaged with key customer issues including cases involve the Better Customer Bureau (BBB), state agencies including supporting Lemon Law processes as well as small claims or other arbitration dispute resolutions. What You'll Do (Responsibilities) - Develop and innovate new solutions to create a world class customer experience. - Take full ownership of customer issues, managing each case from initial contact through to resolution to ensure a positive outcome. - Utilize superior communication skills and problem-solving abilities to optimize workflow and reduce bottlenecks for our customers to improve the outcomes. - Analyze customer and dealer data to support process improvements for our dealers to ensure customers are satisfied with the - time to complete their vehicle service visit and that the vehicle was fixed right the first time. - Manage interactions with the Customer Assistance Center and our retail field partners including end-to-end execution for high profile referrals. - Coordinate empowerment and goodwill initiatives and lead training on the available tools. - Attend and participate in local dealer and field team meetings to help dealers identify opportunities and trends to drive process improvement. - Act as the Regional Liaison with the outside agencies representing our customers. Including attending hearings or depositions if needed. - A passion for great customer experiences as well as an automotive industry acumen and versatility to work cross functionally across the organization and engage effectively with our retail dealer body. Your Skills & Abilities (Required Qualifications) - Bachelor's degree or equivalent experience - 3-5 years of experience in automotive sales, marketing, or a related field. - Strong interpersonal skills and ability to work with others within and outside the organization - Strong planning, time management and organizational, and computer skills - A valid driver's license is required - Ability to travel up to 50% Compensation: The compensation information is a good faith estimate only. It is based on what a successful applicant might be paid in accordance with applicable state laws. The compensation may not be representative for positions located outside of New York, Colorado, California, or Washington. - The salary range for this role is ($105,600 - $140,700). The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position. - Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance. - Benefits: GM offers a variety of health and wellbeing benefit programs. Benefit options include medical, dental, vision, Health Savings Account, Flexible Spending Accounts, retirement savings plan, sickness and accident benefits, life insurance, paid vacation & holidays, tuition assistance programs, employee assistance program, GM vehicle discounts and more #LI-AP1 GM does not provide immigration-related sponsorship for this role. Do not apply for this role if you will need GM immigration sponsorship now or in the future. This includes direct company sponsorship, entry of GM as the immigration employer of record on a government form, and any work authorization requiring a written submission or other immigration support from the company (e.g., H1-B, OPT, STEM OPT, CPT, TN, J-1, etc.) This role is categorized as remote; however, the selected candidate must live in an approved city within the assigned territory or be willing to relocate. The candidate will be required to relocate, or already reside in the approved city no later than the timeline provided at offer. The selected candidate will be required to travel at least 50% or more on a frequent basis. This job may be eligible for relocation benefits. This position requires the ability to legally operate a motor vehicle on a regular basis and successfully complete a Motor Vehicle Report review. About GM Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Why Join Us We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team. Total Rewards | Benefits Overview From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. Non-Discrimination and Equal Employment Opportunities (U.S.) General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire. Accommodations General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us [email protected] or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.

• Partner with our customers in taking what was established in the pre-sales command plan, and turning the customers desired positive business outcomes into actionable objectives • Know the GitLab platform, our more common best practices, and use cases in order to guide the customer • Understand the customer journey and be able to guide them on future adoption • Act as the GitLab liaison for GitLab questions, issues, or escalations. Work with GitLab Support, Product Management (i.e., roadmaps), or other teams as needed • Own a book of assigned customers, with a focus on increasing adoption, ensuring retention and growth, and overall customer satisfaction • Remain knowledgeable and up-to-date on GitLab releases • Provide immediate onboarding activities • Work with assigned customers to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals • Program manage account escalations Provide insights with respect to the availability and applicability of new features in GitLab as relevant • Support GitLab Services in identifying and recommending training opportunities

• Support Mid-Market/SMB customers through automated and light-touch success motions. • Identify when customer situations require escalation and route appropriately to Customer Success, Support, Sales, RevOps, or leadership. • Help coordinate onboarding communications, webinar invitations, renewal reminders, and product update education. • Route customers to the right resource, including Support, CS, Channel, or Account Management, depending on need. • Monitor customer engagement signals and flag accounts that may require CSM intervention. • Maintain consistent, proactive communication with assigned customers, while effectively triaging questions, concerns, and needs. • Contribute to the ongoing improvement of customer lifecycle processes, operational workflows, templates, and automation. • Ensure new customers receive the appropriate onboarding pathway based on tier, relationship type, and partner involvement. • Coordinate kickoff calls for Enterprise, Mid-Market, and SMB customers. • Help maintain onboarding templates, checklists, webinar follow-ups, and customer-facing resources. • Track onboarding completion and identify customers who may be stalled or under-engaged. • Maintain accurate customer records, including company associations, renewal dates, CSM ownership, partner/reseller relationships, and customer contact rules. • Help maintain reporting visibility around onboarding progress, renewal readiness, customer engagement, and operational health metrics. • Monitor account health fields, renewal stages, lifecycle status, and onboarding status. • Identify missing, outdated, or inconsistent customer data and coordinate cleanup. • Support the development and ongoing refinement of health scoring, churn indicators, and lifecycle automation. • Help manage renewal communication workflows beginning 120 days before renewal. • Ensure renewal records are complete and accurately staged. • Flag missing POs, unclear ownership, low engagement, or other renewal risk signals. • Partner with CSMs to ensure key accounts receive appropriate attention before renewal. • Identify customer expansion signals, adoption opportunities, and engagement patterns that may support future growth conversations. • Help customers stay informed about relevant product updates, webinars, and best practices. • Support distribution of resources based on customer type, use case, and maturity. • Assist with organizing lessons learned from similar customers into repeatable guidance.