Role Description Make an impact where it matters most, your customers. We’re looking for an experienced and customer-focused Account Services Specialist who thrives on solving complex challenges and delivering exceptional service. In this role, you’ll go beyond support, you’ll act as a trusted advisor, helping customers unlock the full value of our platform while creating meaningful, lasting partnerships. If you enjoy digging into problems, guiding customers to success, and being the expert others rely on, this is a great opportunity to make a real difference. - Take full ownership of customer satisfaction by meeting (and exceeding) service level agreements, response times, and resolution expectations - Serve as a subject matter expert, resolving complex issues across multiple product areas - Build strong relationships with customers by delivering thoughtful, timely, and high-quality solutions - Provide strategic guidance to drive product adoption and help customers achieve their goals with B2Gnow - Support customers through their transition from implementation to ongoing account services - Lead one-on-one trainings and follow-up sessions to ensure customers feel confident using key features - Develop deep expertise in our software, including configurations, advanced functionality, and integrations - Identify trends and advocate for customer needs to influence product and process improvements - Offer tailored recommendations to help customers maximize the value of their investment - Collaborate with and mentor team members on advanced issues and escalations - Meet and exceed key performance indicators (KPIs) established by your manager - Travel to corporate locations 1–2 times per year as needed Qualifications - Minimum 2 years of experience in customer support, administrative, or a related customer facing role. - Proven ability to manage complex customer interactions and deliver high quality outcomes while maintaining professionalism under pressure - Strong problem solving and critical thinking skills with the ability to investigate issues, identify root causes, and communicate next steps clearly - Any experience working within ticketing and support platforms such as Zendesk, Jira, Salesforce, or similar systems - Comfortable navigating open ended conversations, discussing system workflows, reporting or escalating issues - Ability to manage multiple priorities, follow through on open issues, and maintain strong attention to detail in a fast paced environment - Strong written and verbal communication skills with a customer focused and solution oriented approach - Ability to work cross functionally with Product, Development, Data, Support, and Onboarding teams to resolve customer concerns - Proficiency in Microsoft Office and/or Google Workspace - Ability to learn complex software platforms, industry terminology, and evolving compliance or program requirements Benefits - Comprehensive Coverage from Day One: Medical, dental, and vision insurance begin on your first day of full-time employment - Choice and Flexibility: Select from 11 nationwide UnitedHealthcare plans to best meet your and your family’s needs. One plan is 100% employer-paid for employee-only coverage - Affordable Dental & Vision Options: Offered with low employee cost-sharing - 401(k) Retirement Savings: 100% employer match up to 4% of your pre-tax salary contributions, with immediate vesting after three months - Income Protection: Employer-paid short- and long-term disability coverage to provide financial peace of mind - Generous Paid Time Off: Enjoy 20 days of PTO, 14 paid holidays, and Summer Fridays to support work-life balance and time to recharge

• Own revenue performance within a defined territory, including both new business acquisition and expansion within existing accounts • Own the full sales cycle: prospecting, discovery, solutioning, closing, and expansion • Build and manage a pipeline of both new business opportunities and existing customer growth • Develop strong relationships with prospects and customers within a defined territory to understand their needs and identify opportunities for value creation • Drive new customer acquisition while expanding revenue and product adoption within existing accounts • Conduct product demonstrations and present tailored solutions aligned to customer goals • Develop and deliver proposals, pricing, and contract negotiations • Partner cross-functionally with Marketing, Customer Success, and Product to drive customer outcomes and revenue growth • Maintain accurate pipeline management and provide reliable revenue forecasting • Identify market trends and customer insights to inform sales strategy and product feedback • Represent the company at industry events, conferences, and customer meetings

• Lead a dedicated brand pod and guide the vision, health, and momentum of one of our key accounts. • Report to the EVP, Integrated Leadership, and partner closely with teams across Content & Engagement, Creative, Influencer Marketing, Strategy, Data & Insights, and Project Management. • Drive client business strategy, KPIs, and measurement framework. • Serve as the final decision-maker for all client work. • Uphold best-in-class creative output and excellence for the POD. • Set POD priorities and oversee project delivery and timeline management across all POD workstreams. • Lead client experience throughout the full business/project cycle. • Centralize day-to-day client communication and relationship management. • Manage client input briefs and ensure accurate routing and execution. • Ensure the integrity of work by identifying challenges and proactively finding solutions.

• Boost product sales by discovering and leveraging opportunities in the designated territory • Advocate for product specifications at architectural and engineering firms and DOTs • Develop strong relationships with key decision-makers • Deliver compelling, technically accurate presentations and lunch-and-learns • Offer expert guidance on product selection, application methods, and compliance requirements • Monitor regional construction trends, competitor activity, and emerging technologies • Track competitor products and market trends