• Develop and manage a robust library of customer content, including case studies, video testimonials, blogs, podcasts, webinars, speaking engagements, and sales enablement assets • Support incentivized customer advocacy programs that drive participation through gifting, recognition, and catered experiences • Repurpose core content across formats and channels to extend the reach and impact of customer stories • Prepare copy for customer newsletters and partner with social media on ongoing posting and content support • Support and maintain a centralized, searchable content repository for Sales, Marketing, and Customer Success • Manage workflows in Asana to keep advocacy projects, requests, and deliverables on track • Upload, publish, and track advocacy content in a sales enablement platform to support enablement and content adoption • Respond to customer reviews across key platforms and analyze trends to share actionable insights with Product and other internal teams • Conduct regular check-ins with cross-functional stakeholders to identify potential advocates and uncover advocacy opportunities • Match Sales and Customer Success teams with the right advocates for customer reference requests • Ability to use AI to scale processes, content, and • Increase efficiency • Track and report on program performance, including advocate engagement, gifting ROI, content utilization, and impact on pipeline and sales velocity

• Manage the full renewal cycle for an assigned portfolio of accounts, ensuring on-time and accurate contract execution. • Proactively engage with customer stakeholders to confirm satisfaction, address risks, and secure renewal commitments. • Partner with Support, Customer Success Managers and Sales to identify opportunities to prevent down-sell or churn. • Accurately forecast renewal revenue, providing visibility to leadership on pipeline health and risk status. • Negotiate renewal terms, pricing, and contracts in alignment with Circle’s policies and approval processes. • Maintain accurate records in Salesforce and DealHub, ensuring quotes, contracts, and forecasts are up to date. • Escalate at-risk renewals early and collaborate cross-functionally to develop retention strategies. • Support transitions to subscription models (Evolve, Evergreen, TAP) and ensure customers understand value propositions. • Partner with finance to resolve billing or payment issues tied to renewals.

• Monitor all casework on behalf of a specific group of customers and ensure SLA compliance by diagnosing problems, identifying solutions, and driving issues to timely resolutions. • Perform proactive service meetings with customers to prepare them for upcoming FOLIO releases and to provide status updates on support cases, Service Issues, and Enhancement Requests. • Collaborate with other internal organizations to communicate, prioritize, and advocate on behalf of customers. • Develop and deliver internal training to both Support and Training teams on FOLIO capabilities and maintain FOLIO internal documentation (FAQs). • Refine the service delivery model to our FOLIO customers based on revisions to the product, customer expectations, or to improve current service delivery methods on a continuous basis. • Evaluate multiple competing factors to form sound judgments and recommendations that balance current and anticipated business needs. • Communicate and present library and technical concepts to non-technical professionals. • Adjust quickly and effectively to changing priorities and conditions of varied complexity.