Role Description We are seeking a highly proactive, systems-oriented, and organized Customer Engagement & Operations Manager to support the day-to-day operational flow of a fast-moving global consulting practice. This role combines Executive Operations, CRM Management, Workflow Coordination, and Lead System Support into one integrated position to ensure seamless business operations, client engagement tracking, and workflow automation. Rather than separating Executive Assistance and CRM management into different roles, this position is intentionally designed as a combined function. The client believes the business operates more efficiently when one person oversees operational coordination, CRM structure, workflow visibility, automation, and project management together — particularly within Go High Level and related systems. The ideal candidate is not simply task-focused, but someone who thinks operationally, creates structure, improves systems, and proactively keeps projects, workflows, and client engagement moving forward. This role requires someone who can independently manage details, maintain visibility across multiple moving priorities, and help reduce operational bottlenecks through strong organization and proactive communication. Core Responsibilities - Operations & Workflow Coordination - Track active projects, deliverables, and operational priorities - Build and maintain project trackers, dashboards, and workflow systems - Monitor deadlines and proactively follow up on pending tasks - Ensure visibility across all ongoing business activities - Identify workflow gaps, overdue items, and operational inefficiencies - Coordinate outsourced work and monitor progress - Help create scalable operational systems and processes - Improve organization and accessibility of files, assets, and internal resources - CRM Management & Automation (Go High Level) - Manage and optimize the Go High Level (GHL) CRM system - Maintain organized pipelines, databases, and workflows - Build and improve CRM automations and task flows - Ensure lead tracking, follow-ups, and workflows remain organized and functional - Troubleshoot and improve inefficient CRM structures - Support integration between operational workflows and customer engagement systems - Lead Generation & Customer Engagement Support - Build and organize LinkedIn-based lead lists and databases - Assist in organizing media and speaking engagement contacts - Segment contacts for campaigns and outreach initiatives - Support outreach tracking and follow-up systems - Help maintain customer engagement workflows and communication organization - Executive & Administrative Support (Light Support Only) - Provide proactive reminders and follow-ups - Keep Vanessa updated on operational and project progress - Assist with occasional meeting coordination or scheduling if needed - Support light executive administration tasks when required Qualifications - Strong experience in Executive Operations, Project Coordination, or Operations Management - Proven Go High Level (GHL) CRM experience - CRM workflow setup, automation, and pipeline management experience - Strong organizational and systems-thinking ability - Experience managing multiple workflows and priorities independently - LinkedIn lead generation and contact management experience - Excellent communication and proactive follow-through - Ability to identify inefficiencies and improve operational systems - Comfortable working with senior executives, consultants, and leadership teams Preferred Tools & Platforms - Go High Level (GHL) - LinkedIn - Google Workspace - Project management platforms (ClickUp, Asana, Trello, Notion, etc.) - Email marketing and automation tools Ideal Personality & Work Style - Highly proactive and self-managing - Systems-oriented and process-driven - Organized, detail-focused, and dependable - A fast executor with strong follow-through - Comfortable working independently with minimal supervision - Calm under pressure and adaptable to changing priorities - Professional, discreet, and trustworthy - Naturally inclined to create order, structure, and operational clarity Success Indicators - Improved operational visibility and organization - Well-maintained CRM systems and workflows - Consistent project follow-through and accountability - Organized and trackable customer engagement systems - Reduced operational bottlenecks and missed tasks - Proactive communication and minimal need for supervision - Increased overall efficiency across operations and client engagement workflows

Role Description Take the next step in your career with an organization that’s driving transformation in payments—consistently recognized as a top workplace and built for professionals who want to drive tangible results. We are seeking a Client Manager Representative – Treasury & Payments Solutions to lead and grow a portfolio of middle market clients within Deluxe’s Payments organization. This role operates as a strategic advisor and relationship leader, responsible for optimizing client payment operations, protecting revenue, and driving growth through treasury-focused solutions. The ideal candidate will build and maintain relationships with finance leaders, treasury teams, and executive stakeholders, serving as the primary relationship manager and trusted advisor across payment and treasury operations. This individual will own and expand a defined portfolio of business clients while proactively developing new business opportunities through strategic networking, referrals, and targeted outreach. This role is fully remote, offering flexibility while providing opportunities for in-person engagement through periodic travel to client meetings, industry events, and conferences. The Role: - Lead and grow a diverse portfolio of Deluxe’s existing payments clients, owning the strategy to protect market share and drive revenue expansion. - Serve as a trusted advisor—delivering proactive insights, consultative guidance, and high-impact engagement across the client lifecycle. - Build and expand executive-level relationships, ensuring responsive and high-quality client interactions. - Drive client success through a deep understanding of payment and treasury needs. - Collaborate cross-functionally to align the right Deluxe resources and solutions. - Deliver a seamless, value-driven client experience while enabling clients to fully leverage both high-touch support and digital self-service capabilities. - Own and exceed revenue targets by driving aggressive growth within an assigned portfolio. - Generate net-new business pipeline through proactive outbound prospecting, strategic networking, referral development, and targeted market outreach. - Lead sales initiatives for add-on services and cross-sell solutions aligned to client needs. - Execute pricing strategies, including client price increases, in alignment with contractual terms and company initiatives. - Own the renewal strategy, proactively managing client agreements to retain revenue and strengthen at-risk relationships. - Manage, plan, and execute within a virtual territory model, overseeing a high-volume portfolio of hundreds of client accounts. - Take full ownership of market performance, balancing growth, retention, and client engagement priorities. - Maintain disciplined pipeline management and forecasting through CRM. - Serve as the primary point of contact, building strong relationships and delivering timely, high-quality client engagement. - Identify potential program concerns and proactively guide clients to appropriate internal partners. - Educate clients on available self-service tools and digital resources. - Stay ahead of market trends, competitive threats, and emerging opportunities. - Provide actionable feedback to leadership to improve go-to-market execution, product positioning, and territory performance. Qualifications - Bachelor’s degree and 1 year of related experience, or HS/GED and 5 years of related experience. - Experience working in direct sales in a Business to Business (B2B) environment in the payments industry. Requirements - CTP certification. - Experience in managing time, prioritization, and accounts within mid-size client relationships. - Track record of penetrating and building trusted relationships with C-suite and executive stakeholders. - Strong ability to navigate complex, non-standard client situations and deliver practical, results-driven solutions. - Excellent communication and presentation skills. - Proficient in Microsoft Office Suite, utilizing tools like Excel and PowerPoint. - Proven history of exceeding annual quota and driving revenue growth for the company. - Experience in time management, prioritization, territory, and account management selling into small to mid-size accounts. - Demonstrated success building key relationships within the C-Suite and departmental leadership teams. - Ability to solve practical problems and deal with a variety of concrete variables. Benefits - Healthcare (Medical, Dental, Vision). - Paid Time Off, Volunteer Time Off, and Holidays. - Employer-Matched Retirement Plan. - Employee Stock Purchase Plan. - Short-Term and Long-Term Disability. - Infertility Treatment, Adoption and Surrogacy Assistance. - Tuition Reimbursement.

• Document and manage internal escalations, acting as the primary intake representative for incidents and drafting SOPs to prevent recurring disruptions • Monitor multiple queues simultaneously — from automation errors to same-day voids and cancellations — adjusting priorities in real time as conditions shift • Interpret travel advisories and coordinate workflows that process high volumes of schedule changes driven by disruptions or disasters • Communicate directly with airlines, hotel providers, HTS partners, and Hopper customers via phone, email, and chat to gather the information needed to resolve escalated concerns • Service complex bookings — including net fares, multi-ticket itineraries, and commission-based arrangements — often within the same PNR • Support Hopper-specific products like Cancel for Any Reason and Price Freeze, applying sound judgment to unconventional scenarios • Go beyond the playbook when needed — if a customer needs something you haven't handled before, you find a way

• Build strong relationships with customers, understanding their goals and ensuring they are met through the platform • Conduct regular check-ins to monitor usage and overall satisfaction • Act as the primary point of contact for a portfolio of customers • Respond to support requests in a timely and professional manner • Troubleshoot issues and coordinate with the product team when necessary • Maintain records of customer interactions and feedback • Monitor usage and identify churn risks early, addressing them with tailored support • Identify upsell and renewal opportunities and collaborate with the sales team to execute them • Provide customer insights to product and engineering teams to help shape product direction • Share trends, wins, and blockers with the broader customer success and sales teams