• Serve as the "General Manager" of the post-launch relationship for Metropolis’ most prestigious, technology-enabled airport partners • Ensure the Metropolis Vision platform and comprehensive suite of airport technology products are deeply integrated into each airport’s financial, operational, and commercial ecosystem • Act as primary tech and commercial advisor for airport executives and stakeholders • Lead MBRs and QBRs to align the Metropolis roadmap with airport capital, passenger, and digital strategies • Identify and execute opportunities to expand the Metropolis footprint within existing airport accounts • Drive upsell and cross-sell initiatives across TNC lot management, valet automation, employee parking, Bags, reservations, digital identity, and security products • Act as the high-level liaison between client leadership and Metropolis Product, Engineering, and Technical Operations teams • Translate and prioritize complex client needs into product features, ensuring compliance with non-negotiable airport requirements like audit compliance, revenue reconciliation, and CRM/marketing tool integrations • Partner with the New Mobility team to transition traditional airports into multimodal mobility hubs and integrate next-generation systems into the core Vision platform • Collaborate with airport CFOs and accounting departments to ensure seamless revenue reporting and guarantee 100% audit-ready financial transparency across all integrated platforms

• Deliver a world-class customer experience in collaboration with our Operational teams. • Own a dual-track book of business: approximately 50 accounts in a proactive capacity focused on optimization and value realization, and approximately 15 accounts in a reactive retention capacity focused on saving at-risk customers. You'll manage both simultaneously and know when to shift focus. • Drive customer retention with a target save rate of 60%+, reducing churn through a combination of relationship management, data-informed storytelling, and genuine problem-solving. • Help customers improve ROI through strategic, personalized advice and solutions. • Play an integral role in refining health metrics and identifying what it takes to scale success across our entire customer base. • Influence Owner.com's product roadmap by uncovering product opportunities. • Set the stage for strategic follow-up with CSMs and surface actionable insights for Product, Sales, and Marketing.

• Serve as the product and workflow expert for Employee Service in the post-sale org • Guide customers on best practices across ITSM/ITAM and broader ES use cases to ensure rapid adoption and measurable operational improvements • Connect ES adoption to business outcomes driving quantifiable value for customers • Lead workshops, success planning sessions, and value reviews focused on internal service maturity, workflow optimization, and ES capability expansion • Provide practical, actionable guidance to service leaders, IT administrators, HR/People Ops partners, and cross-departmental stakeholders • Act as the ES subject matter expert within account teams, helping Core CSMs identify risks, accelerate adoption, and elevate the customer’s internal service strategy • Support customers with expansion of additional ES use cases and internal service functions • Influence, develop, and help deliver 1:many digital engagement motions including webinars, campaigns, office hours, and self-serve content in partnership with Digital Programs • Partner with CX Enablement and CX Programs to ensure Core CSMs, Services, and internal teams have the knowledge, playbooks, and collateral to support ES customers effectively • Contribute to improving internal and customer-facing ES documentation, guides, and best practice materials • Work closely with Professional Services during onboarding to ensure ES requirements, SLAs, workflows, and cross-departmental needs are clearly defined • Partner with Product by providing insights, prioritized customer feedback, and trends that help shape the evolving ES roadmap • Collaborate with Sales and Renewals to help customers realize value that strengthens retention and expansion • Act as a voice of the customer for Employee Service needs and improvements • Highlight ROI through data-led insights, benchmarking, and operational storytelling • Support Quarterly Business Reviews or value sessions to demonstrate adoption progress and outcomes tied to ES use cases

• Own the CRM innovation roadmap, identifying opportunities to improve customer engagement, personalization, retention, and operational efficiency • Research, evaluate, and pilot new CRM, AI, automation, and customer engagement technologies that can drive measurable business impact • Build and validate proof-of-concepts before committing engineering resources to full-scale development • Partner with CRM, Data Science, Product, Engineering, and Analytics teams to operationalize predictive models, personalization capabilities, and advanced segmentation strategies • Lead experimentation efforts to test new CRM strategies, customer experiences, and technology solutions • Help evolve the CRM technology ecosystem, including platforms such as Braze, Segment, Snowflake, Amplitude, dbt, Movable Ink, and other supporting technologies • Identify opportunities to automate workflows, improve campaign execution, and increase the effectiveness of CRM programs • Translate innovative concepts into clear business cases, implementation plans, and measurable success criteria • Stay ahead of industry trends in CRM, MarTech, AI, and personalization, bringing new ideas and capabilities to the organization