• Provides specialized business application management guidance and support for a functional area • Responsible for requirements gathering through the application lifecycle • Conducts business testing and supports business process documentation and user support of the application • Provides approval and prioritization of technology changes deployments • Develops and leads business application strategy roadmap • Coordinates with key leaders to determine required capabilities • Ensures appropriate risk controls are in place and adhered to guidelines and regulatory requirements • Accountable for overall mapping of processes for application functions/features to support business objectives • Responsible for risk and audit management and assessments • Reviews requirements specifications and technical design documents to provide timely and meaningful feedback

• Serve as the primary customer contact, building and maintaining long-lasting relationships. • Manage escalated customer support issues, exercising discretion to result in a favorable outcome. • Maximize annual renewal revenue. • Proactively ensure customers are fully utilizing products. • Capture, maintain and communicate new business opportunities that identify areas of improvement. • Meet or exceed Expansion sales goals. • Successfully execute Account Review cadence based on size and complexity of the client. • Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders. • Forecast and track Customer Success metrics (e.g. Retention, Expansion Pipeline, etc.). • Secure Customer Success stories by partnering with the Marketing Department. • Develop new business from existing clients and actively seek upsell opportunities with product add-ons and training. • Oversee Client retention/renewal goals. • Ensure all activities and deals are effectively managed within the CRM (Hubspot). • Partner with other departments to improve the customer experience. • Organize and lead Customer User Groups.

• Owning a portfolio of N4+ retainer clients as their primary strategic contact at N4 • Leading roadmapping, prioritisation, and performance reviews across your accounts • Translating client goals into clear briefs for design, development, and content teams • Driving account expansion, including Webflow's Optimize and Analyze products, and identifying upsell opportunities proactively • Managing retainer budgets month by month, scoping work accurately and catching risks early • Running regular governance calls and reporting that clients actually find useful • Contributing to how the CS function operates, including improving how we scope, brief, and track delivery

• Build strong relationships with customers by staying in constant communication to ensure day to day and long-term needs are met. • Manage customer expectations and provide exceptional customer service • Work with Implementation team on successful opportunities to ensure accuracy in our pricing program • Participate in rate matrix reviews to ensure profitability and competitiveness for key accounts • Participate in rate calculations, report preparation and customer presentations for all large-spend bids • Ensure customer commitments are met, working with internal teams and executing operational tasks as needed. • Identify, manage and build new business relationship in the target market. • Collaborate and provide assistance to Customer Service Manager in delivering optimal transportation service solutions. • Maintain a database of clients, prospects, partners and vendors. • Monitor market conditions, product innovations, and competitors' products, prices, and sales. • Perform administrative duties, such as preparing sales budgets and reports, keeping sales records, and filing expense account reports. • Consult with clients to resolve problems and to provide ongoing support. • Coordinate prospect, sales and current customer meetings working closely with VP of Sales/CS.