• Drive growth in new customer acquisition and customer retention by owning the segmentation, content, and engagement strategy across the customer lifecycle. • Boost Lead Conversion: Drive an incremental +15% increase on the conversion rate of nurtured leads. • Expand Upsell Pipeline: Generate $500k of qualified upsell deal pipeline for the Customer Success team. • Secure Customer Retention: Reduce unresponsive clients at the time of renewal by 30% while maintaining or exceeding global baselines (42% Open Rate and 5% CTR). • Advanced Lifecycle Segmentation: Build and go live with clear persona segmentation logic in HubSpot covering both pre-customer and post-customer journey stages, complete with Next Best Action mapping. • Establish Scalable Experimentation: Fully document and deploy a "test-optimize-deploy" framework as the default team operating mode, backed by trackable dashboards and performance cadences.

• Provide independent oversight, challenge, and strategic guidance to management and fellow Board Members. • Active role in overseeing strategy, financial performance, governance, risk management, regulatory compliance, and customer protection.

**What You'll Do** **Methodology & Intellectual Property** - Design and own the delivery methodology end-to-end: value discovery frameworks, automation blueprinting, outcome measurement, and delivery governance - Define the model for identifying, designing, and deploying AI agents as a digital workforce inside customer environments — built on the M-Files platform - Develop the toolkits, templates, and repeatable assets that enable the methodology to scale across a distributed delivery team - Establish quality standards and a continuous improvement loop based on field experience **Business & Investment Planning** - Build the multi-year business case for the practice: addressable market sizing, revenue model, margin targets, and investment requirements - Develop the resourcing strategy — defining the capability profile, headcount plan, and talent sourcing approach (internal reskilling vs. external recruitment) - Evaluate build vs. buy vs. partner options; identify and assess potential acquisition targets that would accelerate capability or market access - Present recommendations to senior leadership and, where relevant, to the board **Go-to-Market & Partnerships** - Define the go-to-market motion: how the practice is packaged, priced, and positioned alongside the M-Files platform - Develop partnership and channel models that extend delivery capacity without proportional headcount growth - Work with Sales leadership to embed advisory services into the enterprise sales motion and develop reference customers **Practice Leadership** - Recruit, onboard, and develop the initial cohort of internal practitioners - Define the career path, competency framework, and performance model for the practice - Personally lead select high-value engagements to validate the methodology and build customer proof points

• Work closely with your team in both national and international customer projects • Share your knowledge and sparring with your colleagues • Consult with direct customers and M-Files partners in M-Files projects • Support customers in developing their business processes with the use of our product • Define business requirements with the customer and plan a system design with ascertained requirements • Ensure a high customer value throughout the solution's lifecycle • Participate in the continuous development of implementation practices