• Process design - with an eye to efficiency; design new and adjust existing customer-centric processes and outcomes in support of continuous improvement • Support organizational Change by rolling out new processes and systems and supervise adoption, both internally and externally to ensure consistency • Analyze positive and negative trends utilizing data from customers, individuals and systems to provide data interpretation • Leveraging data to identify gaps, assess goals and targets, produce gap analysis and promote process & design • Use AI to drive retention and expansion. Design and run AI and agentic workflows, including Claude-based workflows, that catch churn risk early, spot expansion signals, and act on them. • Own the customer lifecycle programs across onboarding, adoption, renewal, and growth, and make them measurably better over time. • Run weekly renewal forecast cadence in partnership with CS leadership. • Build and support the digital and tech-touch strategy that drives adoption and engagement across the customers you cannot reach one to one. • Lead and grow a team, and communicate clearly from the top down, including executive correspondence. • Turn customer data into action through health scoring, early-warning signals, and the metrics that show what is working. • Partner with Customer Success, Product, and Revenue leadership to turn insight into pipeline.

Role Description We are looking for an Operations Administrator to support the day-to-day operations of our proxy and infrastructure businesses. In this role, you will assist customers, coordinate operational tasks, support billing and account-related requests, and help ensure that internal processes run smoothly. Key Responsibilities - Customer Support & Account Management - Provide support through phone, live chat, email, tickets, and other communication channels. - Assist customers with account-related questions, billing concerns, subscription changes, proxy services, and basic troubleshooting. - Follow up with customers to ensure requests and issues are resolved promptly and professionally. - Operations & Administrative Support - Support day-to-day operations for the proxy and infrastructure business, including account updates, service requests, customer onboarding, cancellations, and renewals. - Coordinate operational tasks and ensure requests are completed accurately and on time. - Track and update work using internal tools such as ClickUp, Slack, spreadsheets, dashboards, and ticketing systems. - Billing & Vendor Coordination - Assist with billing-related activities, including payment verification, invoices, refunds, subscription adjustments, and renewals. - Support supplier research, vendor communication, partner outreach, and service follow-ups as needed. - Documentation & Process Improvement - Maintain accurate records, reports, SOPs, templates, and operational documentation. - Identify recurring issues, process gaps, and opportunities for improvement, and share recommendations with the team. - Complete assigned administrative and operational tasks with strong attention to detail and follow-through. Qualifications - 2+ years of experience in customer support, operations, administration, account management, or a related role. - Excellent written and verbal English communication skills. - Strong organizational, multitasking, and time-management abilities. - Comfortable communicating with customers via phone, email, chat, and ticketing systems. - Experience using productivity tools such as Google Workspace, Slack, spreadsheets, and task management software. - Strong attention to detail and ability to work independently in a remote environment. Benefits - Fully Remote Work – Work from anywhere with a reliable internet connection. - Healthcare Coverage – We provide health benefits for you and your family's well-being. - Leave Days, Vacation Time, and Paid Holidays – Recharge and take the time you need. - Equipment Funds – Get support to set up or upgrade your home office. - Profit Sharing – Monthly and annual bonuses tied to company performance. - Long-Term Employment – We value team members who grow with us. - Collaborative Team Culture – Work with a supportive and globally distributed team.

• Data & process optimization: Strengthen Salesforce data integrity and pipeline hygiene, refine account/territory records, and standardize process and reporting definitions to establish a clear single source of truth backed by lightweight governance. • Reporting modernization: Consolidate and standardize GTM dashboards into a streamlined, trusted reporting layer with consistent metric definitions aligned across GTM and Finance. • Automation: Identify high-volume manual workflows (lead routing, quoting/approvals, comp calc, forecasting inputs, data entry) and automate them. Target measurable reduction in manual hours. • Sales analytics for growth: Stand up a sales analytics capability that converts GTM data into decisions on where to invest, scale, and reallocate to drive predictable growth. • Sales ops: Pipeline management, forecasting cadence, deal desk, quota/territory design and administration. • Marketing ops: Funnel instrumentation, lead lifecycle, MQL→SQL handoff, attribution, martech stack ownership. • Compensation: Plan design partnership with Finance, comp administration, dispute resolution, incentive modeling. • Territories: Carving, capacity planning, account assignment logic and equity. • Reporting & analytics: Board/investor metrics, GTM KPIs, win/loss and cohort analysis, ad hoc decision support. • Systems ownership: Salesforce + integrated GTM stack roadmap, admin, and vendor management.

• Lead and own the Demand Planning workstream within the Logility implementation program • Act as primary interface between business, IT and implementation partners for all DP topics • Drive definition and implementation of the future-state Demand Planning process • Ensure alignment of business requirements with system design and overall program scope • Manage the workstream plan including milestones, risks, dependencies and progress tracking • Coordinate data preparation, business validation and testing (incl. UAT) • Ensure readiness for cutover and support go-live execution • Lead hypercare phase including issue resolution, user support and transition to operations