• You will be the primary point of contact for our most strategic customers and will work with them through all process stages, including integration, scaling, product expansion, and account management. • You will be responsible for analyzing customer data and working directly with our product team to enhance future value. • You will also be tasked with building the materials and processes to enable a repeatable customer success model. • Own the customer lifecycle by onboarding new clients, driving adoption, tracking renewals, and working closely with the sales team on upsells and cross-sells. • Manage and nurture multiple customer relationships, including proactively and confidently engaging with key contacts to convey the value of our product. • Monitor KPIs and customer health to reduce churn risk, promote retention, and improve the overall customer experience. • Troubleshoot and provide insights on how to use the various features of our API while working closely with the support team as a point of escalation for complex issues. • Operate within and continuously improve established systems and processes to deliver a consistent and scalable customer success experience.

• Partner with clients and internal stakeholders to design and deliver customer-centric Dynamics 365 CE solutions • Facilitate requirements gathering workshops, business process reviews, and fit-gap analysis sessions • Configure and implement Dynamics 365 CE applications across Sales, Customer Service, Field Service, and related modules • Build and enhance solutions using the Microsoft Power Platform, including Model-Driven Apps, Canvas Apps, Power Automate, and Dataverse • Design and support integrations between Dynamics 365, Microsoft 365, Azure services, and third-party systems • Contribute to API and integration design using tools like Logic Apps, Azure Functions, and Power Platform connectors • Configure business rules, workflows, forms, dashboards, and security models within Dynamics 365 CE • Support data migration, deployment activities, and maintain data quality standards • Participate in testing cycles (SIT, UAT) and validate solutions meet business requirements • Provide post-go-live support, troubleshoot issues, and drive continuous improvement while promoting best-practice, low-customization solutions

• 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