• Lead the client onboarding process, from the initial introduction call to the final handoff to the Marketing Advisor team. • Set clear expectations with clients, providing them with welcome materials and a full overview of our process. • Review and process client onboarding questionnaires to gather all necessary information. • Secure access to all required client marketing platforms, including Google, Meta, and various website and CRM systems. • Troubleshoot technical access challenges and provide guidance to clients as needed. • Create and configure new accounts when existing ones are unavailable. • Set up and configure client-specific Databox dashboards to ensure accurate data flow and performance tracking. • Test all reporting functionality before handing over to the Marketing Advisor. • Provide clients with basic navigation training for their new dashboards. • Conduct scheduled client check-ins every 3-6 months to review performance, identify growth opportunities, and ensure satisfaction. • Administer satisfaction surveys and gather detailed feedback to continuously improve our processes. • Serve as a secondary point of contact for administrative and technical questions, coordinating with internal teams to resolve issues promptly. • Continuously refine our client success processes to enhance efficiency and satisfaction. • Maintain comprehensive documentation of client interactions, preferences, and account details. • Prepare thorough handoff documents for the Marketing Advisor team, ensuring a smooth transition.

• The person will support the Senior Vice President North America by improving how commercial information, agent requests, B2B customer needs, trade marketing projects, digital partner actions, CRM data, AI-enabled workflows, and customer-success opportunities are organized and executed. • Serve as the primary internal contact for independent sales agents, selected B2B retailers, and digital partners. • Proactively manage seasonal dealer outreach and support to ensure seamless product ordering and execution cycles. • Own customer-service issues that directly impact commercial relationships, driving them to swift resolution. • Act as the cross-functional coordinator bridging the gaps between Sales, Marketing, Operations, and Digital teams. • Maintain total ownership of Monday CRM and related commercial systems, ensuring flawless data hygiene. • Manage account records, agent requests, seasonal task tracking, retailer follow-ups, and project boards. • Oversee digital partner tasks, asset delivery workflows, and dashboard inputs. • Track B2B issues systematically to ensure no balls are dropped and patterns are flagged for operational improvement. • Use AI to summarize agent/customer notes, turn meetings into actionable task lists, organize customer follow-ups, and prepare first-draft outreach. • Leverage AI for CRM data cleanup, classifying trade marketing assets, and building process documentation. • Assist in building, managing, and continually improving AI-led business intelligence systems and automated reporting discipline. • Coordinate and organize trade marketing assets, ensuring independent reps and retailers have what they need. • Track marketing campaigns, manage asset delivery checklists, and collect in-store display photos from the field. • Conduct execution reviews and provide basic reporting on marketing campaign completion rates. • Coordinate onboarding requirements for new digital partners and retail platforms. • Ensure the accurate and timely delivery of product information (PIM), images, and digital assets. • Monitor online content accuracy, coordinate promotional calendars, and execute compliance checks. • Support selected initiatives aimed at improving the direct-to-consumer (DTC) customer experience, retention, and issue resolution.

• Own a book of customers based in the EMEA region, acting as their primary point of contact for day-to-day success, questions, and coordination. • Run onboarding, regular check-ins, and service reviews for accounts, keeping engagement consistent and outcomes clear. • Manage inbound support tickets, triaging, responding, and coordinating with Engineering, Labs, and Product where needed. • Track customer health signals, risks, and renewal dates, escalating early when risk is identified. • Act as the voice of the customer internally, providing feedback that helps shape product direction and customer experience. • Support renewals and expansion opportunities with existing accounts, working alongside senior CSMs and leadership where appropriate. • Work closely with senior CSMs to support larger or more complex accounts during busy periods, incidents, or proof-of-value engagements. • Take ownership of internal Customer Success projects such as process improvements, documentation, tooling cleanup, and CS reporting. • Responsibility to maintain and improve internal systems such as HubSpot, Intercom, and internal knowledge bases.

• Drive customer adoption, retention, renewals, and long-term success across a portfolio of water utility customers. • Manage customer relationships from onboarding through renewal. • Help customers realize value from the VODA.ai platform. • Monitor customer health and engagement. • Identify risks and growth opportunities. • Lead account planning and renewal readiness. • Collaborate with Sales, Product, and Engineering teams. • Support consulting partners. • Maintain accurate customer records and health metrics in HubSpot.