• Design and manage onboarding curriculum for new CX team members to accelerate time-to-productivity • Develop and deliver ongoing enablement programs for product updates, process changes, and new tool rollouts • Lead knowledge base curation, identify content gaps, and drive continuous improvement of self-service resources • Build and maintain change management playbooks to support organizational transitions and new initiatives • Establish certification paths and skill assessment frameworks to ensure consistent competency across CX teams • Drive measurable reductions in escalation rates through improved agent preparedness and readiness programming • Standardize dashboards and KPI reporting across all CX organizations to enable data-driven decision making • Build and manage an AI use case pipeline with an appropriate governance framework for responsible deployment • Define and enforce data quality standards, validation processes, and cross-org metric definitions • Develop automation playbooks for repetitive workflows to reduce manual effort and improve time to insight • Create and maintain a cross-organizational data dictionary ensuring consistent, trusted metrics enterprise-wide • Ensure scalable AI deployment with appropriate risk controls and stakeholder alignment • Own and execute a unified CX technology stack roadmap, including vendor management and consolidation strategy • Manage a coordinated release calendar with deployment schedules that ensure zero-disruption release cycles • Establish application administration SLAs and escalation frameworks across the CX tool ecosystem • Lead cross-functional program governance, status reporting, and executive communication on CX program health • Drive vendor consolidation and license optimization to reduce tool sprawl and lower total cost of ownership • Serve as the single source of truth for CX program health, ensuring improved cross-org alignment on priorities

• Own the success of our Commercial Real Estate customers, developing scalable playbooks and touchpoints to drive engagement and retention • Serve as a trusted advisor to customers, helping them achieve their goals and maximize ROI • Monitor customer health scores and usage data to proactively identify at-risk accounts and opportunities for growth • Design and execute scalable programs (webinars, email campaigns, in-app guidance) that deliver value at scale • Collaborate cross-functionally with Sales, Product, and Support to champion the voice of the customer • Track and manage renewals, escalations, and at-risk accounts in coordination with internal stakeholders • Maintain accurate account records and activity logs within SFDC and HubSpot

• Own the success of our Commercial Real Estate customers, developing scalable playbooks and touchpoints to drive engagement and retention • Serve as a trusted advisor to customers, helping them achieve their goals and maximize ROI • Monitor customer health scores and usage data to proactively identify at-risk accounts and opportunities for growth • Design and execute scalable programs (webinars, email campaigns, in-app guidance) that deliver value at scale • Collaborate cross-functionally with Sales, Product, and Support to champion the voice of the customer • Track and manage renewals, escalations, and at-risk accounts in coordination with internal stakeholders • Maintain accurate account records and activity logs within SFDC and HubSpot

• Run discovery and consultative conversations with prospective customers. • Own the full customer journey from first conversation through onboarding, adoption, and renewal. • Act as the primary partner for your book of business. • Build and maintain automated workflows across Vitally, HubSpot, and Intercom. • Write SQL to pull and analyze data from BigQuery. • Design digital CS programs that keep customers progressing.