• Conducting discovery and structuring outcome-oriented professional services engagements that align GitLab capabilities with customer business outcomes • Partnering with account executives, solutions architects, and delivery stakeholders to turn DevSecOps and platform adoption initiatives into clear, actionable proposals and statements of work • Perform discovery with account teams and customers to understand current capabilities, constraints, and desired business outcomes. • Design standard and custom services proposals aligned to customer goals, clear success measures, and implementation needs. • Build and present scoped services engagements and packaged solutions to customers and internal stakeholders to gain alignment and move opportunities forward. • Guide customers and account teams through services value, commercial terms, agreements, and the quote and order process to support deal closure. • Coordinate with Professional Services Operations and delivery partners to align staffing, skillsets, language, and time zone coverage for each engagement. • Address pricing and implementation objections, and identify engagement and delivery risks early to keep opportunities progressing. • Meet assigned financial targets and maintain an accurate services forecast using Salesforce and Clari. • Build strong cross-functional relationships, provide responsive support to internal and customer stakeholders, and relay customer trends to improve services offerings and the customer journey.

• Lead Business Assessment & Transition Strategy • Lead Organizational Integration & Team Transformation • Drive Operational Implementation & Change Management • Stabilize Performance & Create a Path to Growth

Role Description MT & Associates is hiring an Operations Manager as a key leadership role to oversee day-to-day operations, manage and develop a small internal team, and partner directly with the CEO. This role is fully remote with a strong preference for candidates in the St. Louis metro area who can support local needs as they arise. It is ideal for someone who thinks in systems, enjoys building structure, and is ready to own core business operations in a growing accessibility-focused company. - Oversee daily scheduling and service coverage to ensure accurate, high-quality services - Serve as the operational escalation point before issues reach the CEO - Own and improve standard operating procedures (SOPs) and ensure they are consistently followed - Manage the CRM so client and pipeline data are accurate, current, and useful for decision-making - Track and report weekly KPIs (such as fill rates, response times, and scheduling accuracy) to the CEO - Manage projects and lead a small internal team through regular 1:1s, clear expectations, and performance conversations - Coordinate with external vendors such as bookkeeper, CPA, payroll, and other service providers - Support pricing reviews, rate management, and contract proposals with a path to owning these areas over time - Ensure clear, proactive communication and consistent use of designated communication channels across the team - Support government compliance and security-related operational requirements in partnership with the CEO Qualifications - 3+ years of experience in operations, program management, or leadership in a small business or service-based environment - Experience managing people, including giving direct feedback and holding others accountable - Demonstrated ability to design, document, and improve processes and systems (SOPs, workflows, or similar) - Strong written and verbal communication skills, including proactive updates and reliable follow-through - Hands-on experience with CRM platforms and using data to guide business decisions - Comfortable working fully remote with structured check-ins rather than constant oversight - Able to work on a schedule aligned with U.S. Central Time business hours Requirements - Located in the St. Louis metro area or willing to travel there periodically for onsite needs - Experience with pricing, rate management, or contract coordination in a services business - Familiarity with tools such as Go High Level, Trello, Microsoft Teams, or similar platforms - Experience in ASL interpreting, captioning, or Deaf/accessibility services, or strong interest in this field - Experience working with government or post-secondary education clients - Top-Secret Government Clearance Benefits - 401(k) - 401(k) matching - Competitive salary - Dental insurance - Health insurance - Opportunity for advancement - Paid time off - Vision insurance - Annual merit review tied to clearly defined performance outcomes - 20 days of PTO from day one, plus paid holidays - Group medical insurance with 50% of employee premium covered - Monthly stipend toward supplemental benefits (e.g., dental, vision, short-term disability) - Retirement benefits with vesting - Internal training and operational immersion in year one

Role Description As our Customer Experience (CX) Manager, you will be responsible for managing a portfolio of Abacus customer relationships to provide guidance on best practices and use of the Abacus platform. Additionally, you will gather intelligence which can be used to enhance the customer experience as it relates to the delivery of our technology services. - Manage and facilitate recurring customer Business Review meetings to discuss service enhancements and/or existing service challenges - VoC - challenges and market trends/concerns and other feedback, accurate documentation in internal Abacus systems. - Actively manage a portfolio of 30-40 customers, based across the US, with regular meetings and quarterly travel required. - Ensure that all services consistently meet customer expectations - Creatively identify customer needs to recommend and upsell Abacus services, both with actively managed clients and small accounts with high growth potential and emerging upsides - Documenting and tracking customer information (i.e. NPS, CSAT and customer profitability) - Continuous customer education: understanding the business, the growth, the health - Exhibit thorough understanding of the Abacus platform, products, service delivery model, partnerships and related services - Function as customer and Abacus advocate to resolve issues related to (billing, support, portal, etc.) - Document opportunities which may arise from operational challenges that customers face - Provide training to customers in the use of the Abacus customers portal - Flexibility to work outside of scheduled hours when necessary. - Work with the team to coordinate and prepare for customer events - Promote the Abacus brand via various channels i.e. social media, events etc. - Attend new business pitches when appropriate. Qualifications - 4+ years of relevant Account Management, Client Success Management experience required - Experience with advanced technology concepts and financial services is preferred. - MSP experience is strongly preferred - Hands-on technical experience is preferred - Collaborative and positive mindset - Organized, analytical and thorough is a must - Proficient in Salesforce and Connectwise/ServiceNow, helpful. - Ability to travel to client sites on a quarterly basis Requirements - Strong ability to assess and prioritize work in a fast-paced environment. - Ability to perform effectively under pressure and meet tight deadlines. - Proven success managing, selling and developing customer accounts within the financial services and/or technology fields. - Strong interpersonal skills and the ability to build lasting relationships with new and current customers. - Excellent communication (oral and written), interpersonal, organizational, and presentation skills. - Candidate to work cross-functionally with internal Abacus teams; including but not limited customer service, business development, engineering, products and project management. - Self-motivated, very detail-oriented and organized. - Comprehensive understanding of customer/server technologies. - Understanding of cyber security concepts (e.g. phishing tests, penetration testing, vulnerability scanning, SIEM, email security, endpoint Protection, MDM etc…) - Some technical proficiency in the following areas are preferred: - Understanding public vs hybrid infrastructure models (i.e. Azure/AWS/Private) - Active Directory - Dual Factor Authentication technologies - Microsoft Exchange & MS Office 365 suite - Microsoft MDM/MAM - SSO - Varonis - KnowB4 - AI Solutions Benefits - Exposure to diverse array of technologies - Competitive compensation - Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO - Commission eligible