• Own the end-to-end strategy and performance of Roadie’s third-party contact center vendors, ensuring alignment with Roadie’s CX goals • Lead and mentor CX Vendor Managers, driving accountability, performance, and effective escalation management • Drive comprehensive vendor assessments by analyzing performance data, KPIs, compliance, quality, and service levels • Monitor and manage vendor performance, holding partners accountable to Roadie’s service delivery and quality expectations • Identify opportunities for operational improvements and guide your team in building clear action plans to drive measurable results • Collaborate and align with Training & Quality to oversee initial and ongoing training and enablement requirements for all vendor partners. • Ensure adherence to contract terms, SLAs, commitments, and communication standards—escalating concerns when needed • Oversee and coordinate vendor performance audits (regulatory, technical, security, risk, etc.) and communicate insights to Roadie leadership • Build and maintain strong vendor relationships, including facilitating QBRs, participating in contract negotiations, and overseeing invoice review and approvals • Partner with Workforce Management to forecast capacity needs and allocate headcount across vendors • Collaborate cross-functionally to support broader CX operational initiatives and contribute to strategic planning • Owns risk management, including operational, contractual, and co-employment considerations

Role Description As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Enterprise clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success. - Own relationships with our Enterprise clients and lead their program strategy in a consultative and data-driven fashion. - Work with customers as a trusted consultant, advising on marketing strategy, best practices, and feature functionality. - Collaborate closely with Sales, Solutions Architects, and Support to provide maximum value for clients. - Revenue and renewal forecasting. - Understand customers’ goals and implement tailored success plans. - Drive executive-level relationships and identify opportunities to expand the clients' suite of Triple Whale products. - Cement relationships with clients throughout the entire lifecycle of the account. - Deliver a “consultant” perspective in all client interactions. - Develop and maintain a deep understanding of our products and the broader marketing landscape. - Lead and present at client meetings, both in-person and over video conference. - Analyze customer usage to form accurate forecasts and manage risk throughout the year. - Lead discussions with clients to identify new product interests and required integrations. - Contribute to the continued development and improvement of the Triple Whale Customer experience. Qualifications - Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment. - Ability to thrive in a dynamic, fast-paced startup environment. - Superb written and verbal communication skills. - Quick learner. - Flexible, embraces change and new responsibilities. - Excellent computer skills and tech-savvy. - Service-oriented, passionate about providing top-notch service to clients. - Detail-oriented, capable of handling multiple responsibilities at once. - Positive attitude, empathy, and high energy. - Thrives in a collaborative team environment. Benefits - Base Compensation Range: 120,000-130,000. - Equal opportunity employer committed to creating an inclusive environment for all employees. Company Description Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next. - More than 60,000 brands like Pressed Juicery, Ouai, and True Classic trust Triple Whale to grow faster with fewer resources. - We pull all your data into one place and use the smartest AI in the industry to translate it into insights and recommendations.

Role Description Eltropy is seeking a strategic and results-oriented Tier-1 Customer Success Manager (CSM) to manage a portfolio of roughly 20 high-impact financial institution customers, including top-tier credit unions and community banks. In this role, you will partner with key stakeholders to deliver transformative outcomes through our industry-leading AI-powered communications platform while driving retention, growth, and overall satisfaction. Role & Responsibilities - Tier-1 Relationship Management - Serve as the trusted strategic advisor and single point of contact for roughly 20 Tier-1 accounts, fostering deep executive relationships and long-term partnerships. - Conduct regular check-ins and executive/strategic business reviews to ensure customers are achieving their desired outcomes and realizing clear ROI from Eltropy. - Cultivate referenceable customers who serve as positive advocates of Eltropy to prospects and within the broader financial services community. - Advocate and drive customers’ product, technology, and service needs internally within Eltropy. - Customer Success Strategy - Develop and execute tailored, multi-year success plans to support customers in achieving their business goals and transformation initiatives. - Proactively identify and mitigate risks of churn through data analysis, health scoring, usage tracking, and early intervention strategies. - Partner closely with customers on best practices, change management, and roadmap alignment to maximize adoption and value. - Revenue Growth - Identify opportunities for expansion and upsell within the portfolio by aligning customer needs and strategic priorities with additional products and services. - Collaborate with the Sales team on account planning and to close expansion opportunities, ensuring seamless handoffs and a unified account strategy. - Support commercial conversations by providing value narratives, use cases, and success metrics that demonstrate impact. - Onboarding and Adoption - Program-manage complex, Tier-1 onboarding projects, ensuring a smooth and successful implementation across multiple teams and locations. - Drive product adoption by providing training, enablement resources, and best practices tailored to Tier-1 workflows and operational realities. - Partner with customer project teams and Eltropy implementation resources to ensure timelines, milestones, and success criteria are clearly defined and met. - Advocacy and Feedback - Advocate for customers internally by communicating their needs, challenges, and strategic priorities to cross-functional teams including Product, Engineering, Support, and Marketing. - Collect, synthesize, and relay customer feedback to influence product development, improve customer experience, and inform Eltropy’s roadmap. - Help identify and nurture customer stories, case studies, and speaking opportunities that showcase successful outcomes. - Metrics and Reporting - Track and report on customer health, retention, expansion, and other key metrics across your Tier-1 portfolio. - Maintain accurate and up-to-date records of customer interactions, risks, opportunities, and plans in the CRM/CS platform. - Regularly communicate account status, risks, and growth opportunities to internal stakeholders and leadership. Qualifications - Deep (5+ years) customer-facing experience (account management, customer success), ideally in B2B SaaS and/or FinTech, with a proven track record supporting complex, Tier-1 or enterprise-level customers. - Willingness and ability to travel to customer sites—up to 25%—for executive business reviews, strategic upsell discussions, issue mitigation, and strengthening long-term customer partnerships. - Customer-centric mindset with a passion for helping customers succeed and the ability to understand their business, technical, and operational needs. - Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing both strategic and tactical issues. - High technical aptitude: comfortable working with technology and able to quickly learn new software and tools. Data-driven and unafraid to tackle complex, ambiguous problems. - Exceptional communication and executive presence, with the ability to influence and build trust at all levels of a customer’s organization. - Highly collaborative, able to work effectively across sales, product, support, implementation, and leadership teams. You are fundamentally a team player, always willing to roll up your sleeves and help. - Adaptability and resilience in a fast-paced, start-up environment where priorities can change rapidly. Company Description Eltropy is on a mission to disrupt the way people access financial services. Eltropy enables financial institutions to digitally engage in a secure and compliant way. Using our world-class digital communications platform, community financial institutions can improve operations, engagement, and productivity. Community Banks and Credit Unions use Eltropy to communicate with consumers via text, video, secure chat, co-browsing, screen sharing, and chatbot technology — all integrated in a single platform bolstered by AI, skill-based routing, and other contact center capabilities. Eltropy Values - Customers are our North Star - No Fear – Tell the truth - Team of Owners Eltropy is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

• Develop Tables, Figures, Listings (TFLs) deliverables from existing SAS programs for Clinical Study Report (CSR) if similar TFLs exist and from scratch for new outputs. • Capacity for independent programming and review of reports and outputs. • Customize outputs and graphics according to delivery specifications of target audience on the direction of biostatisticians. • Responsible for supporting the Programming deliveries of a clinical study or project. • Programs independently with high efficiency and quality. • Contribute to the development of best practices to improve quality, efficiency, and effectiveness within the function. • Ensures compliance with standards and automation usage. • Plans and support team activities and tasks. • Communicates and escalates risks within the assigned studies and/or projects.