• Respond to client inquiries, issues, and complaints • Make outbound calls to resolve customer concerns • Develop a strong understanding of the company's brands and products • Support account management and daily operations • Assist with customer service and ecommerce-related tasks • Maintain accurate records of customer interactions and account updates • Collaborate with internal teams to ensure timely issue resolution • Monitor customer requests and follow up to ensure satisfactory outcomes • Perform other duties related to the position as assigned

• Own the day-to-day health of the Mirantis Webstore, AWS Marketplace, and Azure Marketplace listings — accuracy, availability, and completeness. • Coordinate product onboarding, updates, and deprecations across all three channels: pricing, SKUs, entitlements, descriptions, and media assets. • Manage private offer workflows (AWS/Azure) end-to-end: initiation, approval, fulfillment, and post-sale handoff to Customer Success. • Liaise with AWS/Azure partner teams on listing certification, metering integration, and marketplace program requirements. • Maintain a consolidated project tracker (Jira) across all active eCommerce initiatives — launches, integrations, catalog changes, and process improvements. • Run sprint planning, status meetings, and async standups; surface blockers early with clear context and a proposed path to resolution. • Author and maintain RAID logs, decision records, and stakeholder updates throughout delivery. • Coordinate UAT cycles: define test cases, assign testers, consolidate results, and own sign-off. • Drive process automation with an AI-first mindset — identify repetitive workflows and lead their automation using available AI tooling, including Claude Enterprise. • Elicit, document, and validate functional requirements for eCommerce initiatives: listings, checkout flows, entitlement logic, pricing models, and integration changes. • Produce BRDs, user stories with acceptance criteria, process maps, and data flow diagrams that Engineering and QA can act on without clarification loops. • Map end-to-end data flows across the commerce stack — Webstore → NetSuite ERP → AWS/Azure metering APIs — and document integration gaps with proposed solutions. • Serve as the subject-matter expert on AWS and Azure Marketplace technical requirements: metering, SaaS contract integration, and private offer mechanics. • Produce weekly and monthly status reports for Business Apps & Integration leadership, Finance, and Sales — covering channel activity, launch status, fulfillment health, and key commerce metrics. • Build and maintain dashboards (Looker / Snowflake / Google Sheets) tracking GMV, conversion, average order value, fulfillment SLA, and entitlement activation. • Act as the primary coordination point with Finance — align on order volumes, entitlement provisioning, and period-close data requirements. • Partner with Sales to provide marketplace deal analytics and fulfillment visibility that supports pipeline reviews and forecasting. • Document and maintain SOPs for recurring commerce operations: listing updates, promo setup, refund processing, and entitlement provisioning.

• Develop e-commerce strategy and concept from scratch – for the existing product and a scalable product roadmap • Define customer journeys and associated pains/gains and targeting/messaging logic • Build the shop landscape: select and design the appropriate shop system, assortment and product logic • Marketing setup via performance marketing (build channels, define campaign logic) • Content marketing strategy including an editorial calendar – establish channels and manage them continuously • Target audience strategy for gastronomy professionals: channels, messaging, customer journey

• Respond to customer inquiries primarily via email in a timely and professional manner • Handle customer concerns, complaints, and order-related issues • Provide accurate information about products, orders, and policies • Manage and organize customer support tickets using Zendesk or similar tools • Assist with order tracking, returns, and refunds through Shopify • Collaborate with the team via Slack and other communication platforms • Maintain a positive and helpful brand voice in all interactions