• Serve as the primary relationship owner for 1–3 client engagements simultaneously • Maintain client trust at the working level — know your stakeholders, understand their business, and be the person they call when something feels off • Drive alignment between client expectations and what Very can actually deliver • Escalate early and with a recommendation — never let a problem become a surprise • Own the profitability of your engagements — understand margin, monitor burn, and proactively flag risk • Write and negotiate Statements of Work for new phases and follow-on engagements • Identify expansion opportunities within existing accounts and close them • Participate in the sales process for new opportunities — Very's best Engagement Leads are part of the commercial motion • Accountable for the health of delivery on your engagements — scope, schedule, and quality • Make tradeoff calls with confidence; bring options, not just problems • On smaller engagements (≤ $250–400K, single workstream, small team): run the cadence yourself — standups, sprint planning, milestone reviews • On larger engagements: partner with a PM who runs execution; you shift altitude to steering, scope management, and client strategy • Coach team members on what it means to work in a client services organization — communication, expectation management, escalation • Model the standard for how Very engages with clients

Role Description Cinchio Solutions is looking for a talented Customer Success & Operations Analyst to join the team! The Customer Success & Operations Analyst is a hands-on role that supports account management, customer support, and operational onboarding for customers in retail, hospitality, and attractions. This role is ideal for candidates transitioning from frontline retail or restaurant management into a technology-focused career. You will: - Triage and resolve support tickets - Run operational assessments - Assist with inventory and POS configurations - Deliver customer training materials - Provide analytic insights that improve adoption and operational outcomes Qualifications - Multiple years of experience in running customer food and beverage or retail shops - Strong understanding of SaaS platforms and digital customer engagement - Exceptional communication skills with the ability to build relationships, manage expectations, and provide strategic guidance - Proficiency in digital systems and project management tools Requirements - Demonstrated experience with inventory processes (stock counts, ordering/reordering, SKU management, shrinkage controls) - Experience working in a customer support/ticketing environment or comfort learning ticketing systems (Zendesk, Service Cloud, etc.) - Strong communication and customer-facing skills; ability to translate operational needs into technical/configuration requirements - Basic data skills: Excel/Sheets proficiency, comfort with CSVs and data uploads; ability to produce simple reports and dashboards - Technical curiosity and aptitude for learning SaaS tools, integrations, and configuration interfaces - Willingness to travel for site visits and trainings (up to ~25–40%, adjustable) Benefits - Full-Time, Exempt - $75 monthly cell phone stipend - Flex Time Off: no accruals; employees are encouraged to schedule time off as needed within business scope - Medical, Dental, Vision, Life Insurance and other voluntary benefits for you and your family; employee premiums applicable - Participation in a 401(k) program with a 15% company match (must be 21 years or older, eligible after one year of employment with 1,000 hours worked, available to enroll during Open Enrollment Periods) - Short-Term Disability and Long-Term Disability, employer sponsored; scaled-salary pay following submission and approval of leave - Parental Leave: Birthing Parent Plan covers up to (6-8) weeks fully paid leave, based on the birthing event - SSA Paid Benefit: Up to 120 hours of Paid Leave for qualifying reasons, including Parental Bonding and your family’s serious medical conditions - Up to 5 days Paid Bereavement Leave - On-Demand Pay Program: Get access to a portion of earned wages before payday - Meal Plan & Employee Discounts where applicable - Paid sick leave is provided in accordance with applicable state and local laws

• Lead and facilitate the customer activation process, ensuring a captivating onboarding experience • Drive the implementation and ongoing maintenance of The Foundation Framework • Promote and support the adoption and utilization of the IN-Gauge software platform • Commit to continuous self-led learning, always maintaining IN-Gauge ‘super user’ proficiency • Collaborate with regional and global peers, fostering the exchange of best practices and seeking innovation insights • Champion the client recognition tool, encouraging client leadership to actively engage using IN-Gauge • Regularly communicate program performance to key property leadership, outlining support needs monthly, partnering with the General Manager role or equivalent • Lead quarterly program reviews with key stakeholders • Initiate conversations with internal leadership regarding upsell opportunities • Represent FPG at industry events, conferences, networking functions, and marketing activities to strengthen relationships, enhance brand visibility, and identify new business opportunities • Occasionally, up to 20% of your time, travel to local regional clients to support, elevate, and reinforce partnership expectations, enhancing the overall client experience

• Act as lead consultant for the SAP CRM and SAP C4C modules; • Support SAP users in an AMS support environment; • Participate in the implementation, maintenance and improvement of SAP CRM and SAP C4C modules; • Manage priorities, deadlines and deliverables; • Define the solution strategy; • Serve as the client's focal point; • Ensure integration between modules and processes; • Mitigate risks and resolve conflicts; • Monitor project metrics and status; • Support business and technical decision-making; • Work on integrations with SAP S/4HANA, SAP ECC and SAP CPI; • Recommend process improvements; • Design end-to-end solutions for the SAP CRM and SAP C4C modules; • Define functional architecture and best practices; • Interact with business areas to gather requirements; • Document processes and implemented solutions; • Resolve complex problems and unstructured scenarios; • Other related duties.