• Own the delivery of custom integrations and partner-driven solutions, ensuring timelines are met and revenue opportunities are realized • Drive the successful rollout of new and evolving product capabilities, including configuration, setup, and backfill required to make them customer-ready • Act as the bridge between Product and Engineering to ensure what is built is fully usable in real-world customer environments • Support PM-led standard integrations by coordinating execution, resolving dependencies, and ensuring smooth delivery from build to launch • Serve as the escalation point for Rockerbox Implementation Specialists on complex or non-standard delivery scenarios • Lead delivery for new or customized product use cases, working closely with Customer Success to incorporate customer context and resolve conflicts • Identify and close gaps between product functionality and customer usage, especially in edge cases or early-stage features • Improve the speed, reliability, and scalability of product delivery through better processes and coordination

• Support cost management services on large-scale data center construction projects. • Assist in the preparation of detailed cost estimates covering construction, fees, and other project costs. • Support value engineering exercises and risk assessments. • Maintain project budgets, spend forecasts, and commercial risk registers.

Role Description The Customer Success Manager (CSM) is responsible for customer retention and loyalty and upsell to the Transflo product and services suite. The CSM interacts closely with sales, operations, and support teams ensuring customer satisfaction by providing flawless implementation and customer-specific product and services training. The CSM is responsible for creating and maximizing product and services add-on opportunities. - Creating and optimizing the customer experience while aligning with the sales team to ensure that agreed upon services are implemented. - Collect feedback from customers on areas of difficulty and strive to course correct implementation of the Transflo solutions on the spot, including solutions that veer from standard processes. - Work with all territory and internal team members/departments to maintain a retention metric. - Be accountable for maintaining acceptable churn in the territory. - Upsell additional products and services both directly and via the territory sales team, driving incremental revenue. - Become fluent in all Transflo products and services with the ability to provide customer support and/or training as requested. - Analyze customer business needs and objectives and align with the Transflo offerings. - Maintain routine check-ins and business reviews with customers. - Work closely with cross-functional teams such as Engineering, Product, Sales, and Marketing to convey the voice of the customer internally. - Clear communicator with professional presence. - Other duties as assigned by VP of Customer Experience. - Adhere to all department and company processes, policies, and procedures. - Adopt and support company mission, vision, values, and strategy. Qualifications - 5+ years of experience in a customer success role. - Experience obtaining a deep understanding of customer business challenges - identify and propose solutions which will address their needs. - Ability to interact with internal/external teams at various levels. - Experience in client-facing roles. - Proven record of putting the customer first, establishing trust, and delivering on promises. - A demonstrated track record of maintaining customer retention rates, high levels of customer satisfaction, and for creating customer experiences. - Work with clients through every stage of their journey (onboarding, adoption, maturity), with the goal of growing their lifetime value and product adoption. - Ability to think quickly on your feet and answer unexpected questions with ease. - Strong listening skills; open to input from other team members and departments. - Experience in Salesforce and Customer Relationship Management (CRM). Physical Demands - General Office Demands.

• Lead a team comprised of multiple functional areas, including Project Managers, Consultants, and Data Migration Specialists in the successful delivery of software solutions and services • Manage customer engagements with the goal of optimizing adoption of Foundant products and driving customer experience satisfaction • Transform the unique possibilities of Foundant software to maximize the client’s investment • Take ownership of the successful end-to-end implementation of Foundant software solutions to new clients through effective team leadership, collaboration, and client engagement • Effectively manage an assigned portfolio of new clients through key performance indicators, active client engagement, and client health monitoring through implementation • Meet company-assigned profit and revenue targets through effective project delivery and team member utilization • Ensure implementations are delivered within scope, budget, and time constraints, and that deliverables are of the highest quality • Establish, document, measure, and quality check processes to ensure efficient and repeatable operations • Serve as a collaborative owner in confirming effective client handoffs from Sales to Professional Services and from Professional Services to Client Success and Client Support teams • Remove impediments and relentlessly improve operations and workflows for your team • Manage the business by looking 3–6+ months in advance, proactively assessing and planning team resourcing needs and implementation schedules • Collaborate with management to ensure ongoing alignment and goal achievement, communicate issues, raise visibility, and address concerns and questions in a timely manner • Collaborate with cross-departmental and cross-organizational leaders to ensure ongoing alignment across shared tools, discuss and align on goals related to process improvements or tool changes, and support effective and open lines of communication • Lead and inspire your team, ensuring all assigned team members have a solid understanding of client business objectives and the plans in place to attain those objectives • Manage a team for best-in-class delivery, implementation, and consulting skills as well as in-depth product knowledge, and provide the necessary training to excel • Own training and onboarding, performance management, and inter-team relationships • Oversee and execute day-to-day operations, supporting daily needs from team members including questions and problem-solving opportunities • Motivate, develop, and coach team members on their continued growth and professional development through regular one-on-one meetings; recognize and utilize strengths of team members and provide recognition as appropriate • Ensure appropriate staffing levels are in place with the right set of skills.