• Build Trusted Customer Relationships: Strengthen relationships with customers to enhance their manufacturing intelligence with Pelico. • Conduct business reviews to celebrate successes, plan goals, and resolve escalations empathetically. • Oversee Customer Onboarding and Implementation: Lead onboarding by visiting customer sites and ensuring smooth software implementation. • Drive user adoption through clear and consistent communication. • Collaborate Across Teams and Share Feedback: Partner with sales, marketing, product, and support teams to ensure seamless customer experiences. • Share insights to influence product development and strategy. • Grow Accounts and Enhance Value: Identify and pursue upselling and cross-selling opportunities. • Work with sales to expand customer accounts and increase value. • Define Goals and Metrics with Customers: Collaborate with customers to establish clear goals, key metrics, and timelines. • Solve challenges to deliver maximum business value.

• Own the end-to-end customer lifecycle at Turpal, from onboarding and implementation through ongoing support, retention, and expansion • Lead and develop a small team of Customer Operations Specialists while staying hands-on with strategic accounts and complex implementations • Own the onboarding and implementation framework, ensuring fast and smooth go-lives for new B2B customers • Define and continuously improve the playbook from contract signing to go-live • Own the post-implementation support experience, setting and meeting response and resolution standards • Act as the escalation point for complex or sensitive customer issues • Identify and drive up-sell and cross-sell opportunities in partnership with Sales • Serve as the voice of the customer to Product and Engineering, prioritizing feedback that drives roadmap impact • Define and track the metrics that matter: onboarding time, adoption, satisfaction, retention, and expansion

• Oversee all scheduling, assigning, and tracking project progress and tasks across the Creative Team. • Efficiently interface with project management software/tools to manage, track and report status for projects/tasks. • Manage ongoing project tracking by maintaining current information on job status, costs, deadlines, and other pertinent information for all Creative team projects. • Serve as production liaison for Creative team. • Suggest and implement specific ideas and systems for improving efficiency and productivity. • Assess team member capacity and recommend timeframes and deadlines. • Suggest alternative project completion solutions, such as balancing workloads or using outside resources. • Ensure team members are tracking with responsibilities, costs, and upcoming deadlines. • Track the Creative team’s progress within Fiscal Year expectations and goals. • Timely communication of progress back to the team leader to ensure success and changes as necessary. • Collaborate with the Creative Director regularly to review project status and plan future activity. • Lead and manage a growing video team, including video editors, animators, and contract videographers. • Oversee the planning, coordination, and execution of photo and video shoots to ensure alignment with ministry objectives and brand standards. • Collaborate with internal stakeholders to translate ministry goals into clear video and storytelling deliverables. • Manage relationships with external production vendors and freelancers, ensuring quality, efficiency, and adherence to budget. • With input from the video team, develop and maintain a clear, centralized process for all video projects, from concept to final delivery. • Partner with teammates to align visual storytelling with the broader brand strategy. • Ensure consistency and excellence in all video content across ministry channels and campaigns.

• Own and manage the Enablement team's intake queue, ensuring all incoming requests are captured, categorized, and assessed for prioritization against current team capacity and strategic objectives. • Assign work to team members and contractors based on capacity, skill set, and project priority, maintaining clear ownership for every active workstream. • Track all active and upcoming enablement projects in Jira, ensuring timelines, milestones, dependencies, and status are accurate and current at all times. • Facilitate cross-functional review coordination for content requiring input or approval from Product, CSM, Support, or other internal stakeholders, managing the review cycle from initiation to sign-off. • Build and maintain delivery dashboards and reporting mechanisms that give the Director of Enablement and CX leadership clear, real-time visibility into project health, capacity, and output. • Identify and escalate delivery risks proactively, surfacing timeline conflicts, resource gaps, or blocked work before they affect delivery commitments. • Own the quality assurance process for content published to Metrc University, executing QA checks against defined standards before any course, module, or resource goes live to learners. • Maintain operational documentation including intake SOPs, QA checklists, review process guides, and delivery workflow standards, ensuring the team's operating model is documented and repeatable. • Support the transition of project tracking from Teamwork to Jira, ensuring continuity of visibility and no loss of project history during the migration period. • Coordinate with external vendors and contractors on delivery timelines and review processes as directed by the Director of Customer Enablement. • Continuously assess and improve operational processes, identifying friction points and proposing solutions that increase team throughput and output quality. • Maintain strict confidentiality regarding internal strategy, customer information, and state contract obligations. • Perform additional duties as assigned by the Director of Customer Enablement or CX leadership.