• Own the end-to-end renewal process for customers under $10K ARR, ensuring on-time, seamless contract execution and high renewal rates. • Proactively manage auto-renewal reminders and customer communications, ensuring customers are informed well in advance of renewal dates. • Engage directly with customers to answer renewal-related questions, address concerns, and remove blockers to contract execution. • Generate, manage, and facilitate order forms and renewal agreements; coordinate signatures and ensure documentation accuracy in CRM and billing systems. • Identify upsell or expansion opportunities during renewal conversations and seamlessly hand off qualified opportunities to the appropriate Mid-Market Sales Representative. • Manage and triage escalations within the segment, coordinating with Product, Support, Finance, or Sales as needed to resolve issues efficiently and protect revenue. • Maintain accurate renewal forecasting and CRM hygiene, ensuring leadership has visibility into renewal risk and performance metrics. • Achieve or exceed renewal rate targets for the assigned customer segment.

• Oversee and ensure the quality of work and efficiency of assigned property management tasks within the company. • Review attendance logs, shift reports, and daily outputs to ensure accuracy, productivity, workload balance, and smooth coordination across team members. • Act as the main point of contact for team members regarding work-related concerns and general support. • Mentor, guide, and review the work of team members when needed. • Lead the onboarding and training of new hires and internal staff. • Provide ongoing training within the department, including the development of training materials, documentation, and internal forms. • Maintain regular internal meetings (cadences) and prepare monthly productivity reports and other reports required by management. • Coordinate internal updates, write procedures, and develop templates to improve operational efficiency. • Exercise management-level responsibilities such as staffing recommendations, performance evaluations, promotions, salary recommendations, performance management, and, when necessary, terminations. • Ensure adherence to company policies, risk standards, and internal controls. • Contribute to the development and enhancement of internal controls to mitigate operational risks. • Perform other related duties as assigned by management. • Record internal training sessions and create team-specific training materials as needed. • As Team Leader, set a strong example, ensure smooth team operations, support team engagement, and guide the team toward meeting internal KPIs and performance standards.

• Oversee and lead the team responsible for resolving application and related issues for internal and external user communities across multiple business divisions. • Provide support for pre-production and production enterprise systems, ensuring stability and reliability for all applications. • Act as the primary escalation point for application support issues, ensuring incidents are triaged, owned, and driven to resolution. • Lead critical incident bridges, including assessing and declaring severity levels (e.g., Sev.1), driving timely resolution decisions, and completing root-cause analysis (RCA). • Collaborate with IT and Operational colleagues as well as external vendors to facilitate support, deployment, system maintenance, and incident resolution. • Oversee the Application Support ticket queues ensuring proper triage, prioritization, assignment, and timely closure. • Define and optimize ticketing workflows and automations (e.g., routing rules, alerts, integrations) to improve responsiveness, visibility, and reporting. • Use dashboards and reports from ticketing and monitoring tools to identify trends, recurring issues, and opportunities for process and system improvements. • Participate in and help structure the 24x7 on-call rotation • Oversee the development and growth of the team including training, coaching, performance management etc. • Perform other related duties as assigned.

• Responsible for the operation and results of multiple locations within a designated area • Provide leadership and mentoring to direct reports • Ensure consistent execution of WOW (Wow Operating Way) plan for all locations • Manage activities of all locations through coordination with General Managers • Monitor capture rates and manage performance accountability • Recruit, interview, and train new hires • Ensure customer satisfaction and seek opportunities for continuous education