Role Description Successfully manage the administration of client programs, addressing client needs and growing the business, hold cross-functional responsibilities between Operations and Business Development. As a key member of the leadership team, the Sr CSM will help craft and execute our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences. The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships. - Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction. - Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services. - Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team. - Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings. - Maintain existing customer-success metrics and data as directed. Responsibilities - Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both. - Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals. - Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables. - Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings. - Prepare documentation or visuals of account performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement. - Work with sales and marketing teams to boost customer referrals and develop case studies. Qualifications - Bachelor’s degree in business, criminal justice, or related field - 2+ years Sales/client relationship management - Law Enforcement or govt employment a plus - Experienced professional with some sales/client relationship or management experience - Must be able to travel extensively throughout Louisiana and surrounding states as needed. Both day trips and overnight travel will be required based on business needs. - Active team player, self-starter, and multitasker who can quickly adjust priorities. - Preferable in a technology-based company - Criminal Justice experience either directly or as a vendor is a plus - MS Office proficiency (Word, Excel, Outlook, SharePoint, PowerPoint) - Salesforce or other CRM experience a plus Competencies - Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. - Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. - Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings. - Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. - Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. - Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

• Manage and optimize CRM workflows, configurations, and data integrity to support marketing and sales performance • Build, deploy, and monitor campaigns and automated marketing journeys • Develop audience segmentation and logic-based communication triggers that improve engagement and conversion • Support the design and improvement of customer lifecycle journeys within the CRM • Create and maintain KPI-driven reporting to evaluate campaign effectiveness and identify improvement opportunities • Proactively diagnose and resolve CRM issues impacting campaign execution, reporting, or user experience • Document processes, standards, and best practices to support scalability and consistency • Collaborate cross-functionally with other teams to translate business goals into CRM solutions • Deliver training and enablement support to help users maximize CRM capabilities

• Be responsible for operating CRM channels (Email, WhatsApp, Push and In-product); • Manage and receive campaign requests from the CRM and Product Marketing teams; • Review and ensure creative briefings are fully completed; • Organize requests on the creative schedule for content and design production; • Expedite execution of requests within SLAs, monitoring approval deadlines and asset releases; • Support the creation of segmentation logic in CRM platforms; • Generate and monitor UTM parameters to ensure effective campaign analysis; • Schedule campaigns in communication platforms (HubSpot, Twilio, UserGuiding and Firebase); • Manage the send calendar, set priorities and ensure communications are effective; • Support the preparation of performance reports for CRM and Product Marketing campaigns; • Monitor channel performance, such as open rates, clicks, engagement and hard bounces; • Support contact database management and cleansing; • Work in partnership with the Product Marketing team.

• Work closely with cross-functional partners in New Business Sales, Onboarding and Growth Sales Leadership to ensure proper alignment on pursuing opportunities for revenue growth • Build relationships and trust with customers through thoughtful attention and advocacy to drive the customer flywheel and increase referral opportunities • Retain & grow SaaS revenue through consultative engagements and new product recommendations tailored to the specific needs of each customer • Drive activation and adoption across Toast product suite by leveraging internal tools & resources to analyze product usage, demonstrate value & facilitate trainings • Confidently navigate all Toast POS modules & have a working knowledge of our partner landscape • Leverage Toast product knowledge to facilitate customer demos, troubleshoot basic functions of the POS and ensure the customer is getting the most out of Toast