• Provides support to the Sales, Marketing, and Support team(s), with a high attention to detail. • Researches, analyzes, and documents findings. • May coach, review, and/or delegate work to other team members. • Ensures that partners receive maximum value from their investments in the ConnectWise platform, utilizing all of their licenses, identifying new opportunities, and collaborating with other ConnectWise stakeholders to ensure adoption and a successful renewal. • Proposes solutions to partner problems based on the ConnectWise platform and deep understanding of the partners business. • Develops an understanding of typical business challenges faced by partners and common objectives to appropriately map ConnectWise platform features and associated business benefits to address their needs. • Acts as an escalation point to drive resolution in a timely, proactive manner • Travels to partner locations and IT Nation events. • Helps create scalable playbooks and process around partner interactions and profiles that can be used across the entire PSM team. • Identifies processes to facilitate cross-functional communication, prioritization, and visibility for requests and escalations.

Role Description AppraisalPRO’s Client Success Managers (CSM) own the relationship with each customer from on-boarding and on-going support to account expansion. The CSMs are ultimately responsible for making sure the clients in their portfolio are constantly finding value in the AppraisalPRO system. - Onboard dealership customers to AppraisalPRO and conduct initial training - Quickly and effectively aid customers in resolving technical issues and coordinate with internal engineering teams to resolve any issues - Proactively provide support by actively monitoring product usage to identify red flags - Influence and build rapport with key decision-makers in order to become their trusted advisor - Secure referrals to other potential dealership customers from existing customers - Present recommendations on platform and user experience improvements to our Product and Engineering team Qualifications - The ability to quickly build relationships and trust - Excellent interpersonal skills - Strong communicator who can present and write well, extremely responsive - Ability to multitask and prioritize - Passion for providing top-notch customer service Requirements - Experience in the Franchise Dealership industry Benefits - Health Care Plan (Medical, Dental & Vision) for you and your family - 401k - 5% match - Paid Time Off (Vacation, Sick & Public Holidays) - Training & Development - Free Food & Snacks

• Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment. • Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment. • Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals. • Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices • Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies • Contribute to the continued development and improvement of the Triple Whale Customer experience

• Own the day-to-day operations of Flamingo's nationwide marketplace • Ensure customer requests are fulfilled • Ensure providers respond quickly to requests • Ensure bookings are completed successfully • Ensure marketplace activity continues to grow • Monitor all incoming marketplace requests and ensure provider responses happen within defined SLAs • Manually reach out to providers when requests have not received responses within the required timeframe • Contact providers through Phone calls, SMS, Email, and In-app messaging • Follow up until requests are accepted, declined, or resolved • Escalate high-priority or at-risk requests internally • Ensure no customer request goes unanswered • Solve day-to-day marketplace operational issues • Manage bookings that require hands-on operational coordination • Help activate new marketplace customers and drive booking activity