• Own Sound’s dealer engagement strategy and health framework, including dealer segmentation, high-potential partner identification, growth indicators, risk flags, and investment priorities. • Partner with Sales, RevOps, and Operations to build repeatable activation and intervention motions that help new dealers ramp faster, help established dealers grow, and help stalled or at-risk dealers get back on track. • Design and continuously improve dealer programs that strengthen engagement, loyalty, and growth, including rewards, co-marketing, onboarding, training, promotional campaigns, and dealer enablement. • Own how Sound shows up in the field and through our dealer network, including dealer toolkits, grower-facing campaign support, local advertising, co-branded materials, swag, and other dealer-facing resources. • Lead the strategy for Sound’s dealer event portfolio, including Kickoff, President’s Club, regional meetings, Advisory Council, customer outings, and relationship-building events; define the commercial purpose, audience strategy, content plan, experience standards, budget, and follow-up motion while holding external partners accountable for logistics and execution. • Own measurement and reporting for dealer engagement, including program utilization, dealer feedback, influenced revenue, attribution, event impact, and ROI; lead regular reviews of what to scale, redesign, stop, or reallocate. • Build alignment across Sales, Operations, Marketing, RevOps, Finance, and leadership by earning buy-in without formal authority, surfacing tradeoffs, and keeping stakeholders moving toward agreed outcomes.

• Lead the team to ensure successful delivery of all service engagements with a high degree of quality and customer satisfaction • Manage project risk and client escalations, enforcing best practices and driving strong delivery outcomes • Collaborate with Customer Care, Sales, and cross-functional teams to build strong customer and partner relationships • Drive process transformation initiatives, partnering cross-functionally to redesign workflows, tools, and delivery models, with a focus on scalable implementation practices • Champion AI adoption and fluency across the team, embedding AI into delivery workflows to improve productivity, quality, and decision-making • Act as a thought leader in delivery innovation, introducing new approaches and best practices to evolve Professional Services capabilities • Foster a culture of continuous improvement and innovation, encouraging teams to challenge the status quo • Support and develop direct reports through coaching, feedback, and career development planning • Hire, lead, and mentor staff, setting clear expectations and maintaining strong engagement • Align team goals with organizational priorities to drive performance and outcomes • Monitor and audit project health and customer experience to ensure quality, efficiency, and satisfaction • Manage department and individual KPIs, including revenue, portfolio health, and utilization

• Lead the team to ensure successful delivery of all service engagements with a high degree of quality and customer satisfaction • Manage project risk and client escalations, enforcing best practices and driving strong delivery outcomes • Collaborate with Customer Care, Sales, and cross-functional teams to build strong customer and partner relationships • Drive process transformation initiatives, partnering cross-functionally to redesign workflows, tools, and delivery models, with a focus on scalable implementation practices • Champion AI adoption and fluency across the team, embedding AI into delivery workflows to improve productivity, quality, and decision-making • Act as a thought leader in delivery innovation, introducing new approaches and best practices to evolve Professional Services capabilities • Foster a culture of continuous improvement and innovation, encouraging teams to challenge the status quo • Support and develop direct reports through coaching, feedback, and career development planning • Hire, lead, and mentor staff, setting clear expectations and maintaining strong engagement • Align team goals with organizational priorities to drive performance and outcomes • Monitor and audit project health and customer experience to ensure quality, efficiency, and satisfaction • Manage department and individual KPIs, including revenue, portfolio health, and utilization

• Own onboarding and end-to-end implementation for newly signed customers, delivering projects on time, on scope, and with measurable business outcomes. • Run project kickoffs, trainings, and workshops to align stakeholders on goals, success metrics, and adoption plans. • Develop and maintain detailed project plans, timelines, milestones, and RACI for both client and internal stakeholders. • Serve as the primary client contact during delivery — provide regular status updates, manage expectations, and resolve escalations. • Coordinate cross-functional teams (Engineering, Product, Sales, Customer Success, Professional Services) to remove blockers and drive delivery. • Identify and mitigate risks, manage dependencies and scope changes, and escalate critical issues to resolution. • Track and report project KPIs (time-to-value, adoption metrics, milestones met) and lead post-implementation reviews to identify improvements. • Act as a trusted advisor — recommend best practices, integrations, and configurations that maximize customer ROI and product adoption.