• Proactively monitor and manage receivables to ensure program health and margin protection. • Identify and bubble up strategic expansion opportunities within the partner portfolio. • Own the deal registration and Statement of Work (SOW) management processes. • Coordinate and deliver partner enablement programs to drive adoption and effectiveness. • Collaborate cross-functionally with Direct Sales, Marketing, Legal, and Finance to resolve bottlenecks. • Manage partner agreement renewals and ensure high retention rates across the ecosystem. • Provide regular internal reporting on partner usage, performance, and health metrics. • Maintain and curate partner content across Slack, Sayari Academy, and Digital Sales Rooms.

Role Description The Merchant’s primary responsibility is to drive growth in their MEP (Mechanical, Electrical, Plumbing) product categories to increase sales, enhance competitiveness, and improve customer satisfaction across partner networks. Additionally, the Merchant serves as the subject matter expert for their assigned categories, with a strong emphasis on performance from day one. - Analyze market trends, customer behavior, and competitor performance to inform category strategy. - Conduct regular business reviews to assess performance, identify opportunities, and implement improvements. - Form a comprehensive promotional strategy sponsored by IME, retailers, manufacturers, and service providers to gain market share. - Act as the primary point of contact for manufacturers and large-scale enterprise partners, driving alignment and execution on strategic initiatives. - Maintain strong vendor and manufacturer relationships, managing day-to-day engagement while negotiating long-term strategies and agreements. - Provide strategic feedback on partner and category performance to align efforts and ensure mutual success. - Ensure accurate and consistent category information across all partner-facing and consumer-facing platforms. - Work with marketing teams to influence promotional strategy, visual merchandising, and creative campaigns. - Contribute to supplier evaluations, compliance tracking, and continuous improvement initiatives across the business. - Stay active in the industry through trade shows, factory visits, and customer-facing events to maintain category expertise and identify new business opportunities. - Perform other duties as required. Qualifications - High School diploma or equivalent. - 3+ years of experience in Merchandising. - 3+ years of retail experience. - Professional demeanor. - Sound judgment and strong problem-solving ability. - Excellent communication skills, both written and oral. - Ability to interact effectively with all levels of an organization, including executive and C-level. - Exceptional organization skills. - Ability to juggle multiple projects at a time, while maintaining efficiency and sharp attention to detail. - Ability to adapt to changing or multiple priorities. - Ability to travel at least 50% of the time. Requirements - Bachelor’s Degree in Business Management, Project Management, or related discipline (preferred). - 3+ years of experience in MEP (Mechanical, Electrical, Plumbing) categories with a strong understanding of product lines, installation processes, and vendor/contractor coordination (preferred). Benefits - 100% remote work environment. - Employer provided equipment. - Medical, dental, and vision insurance. - Health savings plan includes employer contribution to health savings account. - Medical and dental flexible spending accounts. - Company paid basic life, short-term disability, and long-term disability insurance. - 401K plan with employer match. - Company matches 100% of the first 4% of salary deferrals. - All contributions, including employer contributions, are 100% vested immediately. - Employee discount program for Electronics, Groceries, Travel, Entertainment, and more. - Employee assistance program. - Pay on demand. - Critical illness, hospital indemnity, group accident, and legal insurance. - Paid time off. - And more! Company Description Installation Made Easy (“IME”) provides software and process management that enable retailers and contractors to offer installed home improvements to homeowners in a convenient, consistent, and affordable manner. IME senior management has over 100 years of retail management and home improvement industry experience.

• Побудова та підтримка щоденних робочих відносин із закріпленими клієнтами. • Супровід клієнтів на етапі онбордингу та допомога на початку роботи з продуктами і сервісами компанії. • Консультування щодо використання продуктів і сервісів для досягнення очікуваних результатів. • Координація та підтримка процесу впровадження рішень у межах закріплених ринків або клієнтів; виконання ролі посередника між клієнтами та внутрішніми командами розробки контенту. • Управління постійною взаємодією з клієнтами, забезпечення високого рівня задоволеності клієнта. • Виявлення нових можливостей для співпраці шляхом розуміння потреб клієнтів. • Збір та передача зворотного зв’язку від клієнтів внутрішнім командам для вирішення проблем і покращення сервісу.

Role Description Due to continued growth, the Customer Success team is expanding and we require a new Customer Success Manager to join our high-performing team to onboard and enable our customers. The ideal candidate will be experienced in leading customer interactions, a strong communicator both written and verbal, and able to actively listen and problem solve to provide clear advice and effective solutions. As a Customer Success Manager, you'll work closely with other CS team roles and cross-functionally with other departments, and you’ll report to the Lead CSM. You’ll be proactive in driving product value and success for our customers, analyzing the causes of their greatest pain points, and working closely to mitigate them using UpGuard’s toolset. You will solicit constant feedback from both customers and colleagues, helping improve UpGuard over time, and you’ll work with customers around the world, from early contact to successful deployment, gaining constant, and unique, insight into the world's most important industries and institutions. What will you do? - Onboard and manage UpGuard customers to ensure they understand how best to use UpGuard effectively to meet their goals. - Understand your customer's business in-depth and how they are going to be successful using UpGuard. - Identify gaps and provide resources to your customers, including cybersecurity collateral, onboarding success plans, conducting EBRs and customer-specific Product training sessions. - Engage your customers early and frequently, to help them get the most out of UpGuard from day one and continue to drive engagement throughout their journey. - Translate your customers’ requirements by understanding their risk management frameworks to offer a tailored solution on how best they can utilize UpGuard. - Monitor the health of your customers and intervene with proactive education when customers are not effectively using UpGuard to achieve the value they expected. - Advocate for the customer by providing updates to internal cross-functional partners (Product, Sales & Marketing) on customer perspectives, risks, strategic insights, issue resolution activities, expansion & cross-sell opportunities. Qualifications - Demonstrated track record of over 5 years in Customer Success. - Proven experience in nurturing and cultivating robust customer relationships. - Exemplary organizational skills, adept at enhancing existing documentation and crafting new process guides. - Proficiency in the realm of cyber risk management or familiarity with risk management frameworks. - Exceptional command of the English language, both in written and spoken communication. - Effective collaborator with the ability to seamlessly interface across diverse internal teams, embodying a strong team-player ethos. - Highly motivated and inquisitive, characterized by an unwavering commitment to personal and professional growth. Requirements - Experience in Customer Success tools, such as ChurnZero or GainSight. - Experience with a CRM, such as HubSpot or Salesforce. - Experience in cyber risk management or risk management. - Understanding of Cyber Security best practices. - Basic/working knowledge of APIs. - Experience conducting training sessions. Benefits - Monthly Lifestyle subsidy: Use this for financial, physical, and mental well-being. - WFH set-up allowance: To ensure you have the right environment to work in, we will help you get set up within your first 3 months at UpGuard. - $1500 USD annual Learning & Development allowance: To support your career development, all team members will be able to expense development opportunities against this allowance. - Annual leave: PTO plus two additional UpGuardian leave days to give you time to recharge your batteries. - 18 weeks paid Parental Leave: Irrespective of parenting role. - Personal Leave Allowance: This includes sick & carer’s leave. - Fully remote working environment: While we have physical offices in Sydney & Hobart, we do not mandate compulsory attendance. - Top-spec hardware: All team members will be provided with top-spec laptops for their role. - Generative AI subsidy: UpGuard provides paid subscriptions for all team members to access generative AI tools to support their work.