• Understand customer objectives, business processes, workflows and success criteria • Translate customer requirements into solution storyboards and digital workflows • Configure and deploy Vyn solutions for demonstrations, trials and production use • Support solution implementation, testing, user acceptance and optimisation • Build customer dashboards and provide data-driven operational insights • Work closely with Customer Success, Delivery, Product and Engineering, feeding customer feedback into the product roadmap

• Conduct business process discovery to understand customer objectives, challenges and desired outcomes • Analyse existing operational workflows and identify opportunities for process reimagination and digital transformation • Translate customer business problems into clear solution requirements and scalable product solutions • Develop solution concepts, process flows, storyboards and value propositions • Support customer workshops, product demonstrations and proofs of concept • Act as the bridge between Sales, Product, Engineering and Customer Delivery teams

• Partner with our Strategic Account Managers in helping our prospects and customers evaluate and implement Caseware products. • Strategize with customers on their evaluation & implementation journeys, identifying needs (e.g. communications, change management, training, champion and support strategy etc.) and working with them to develop a project plan to ensure key requirements are addressed. • Create and maintain product demo strategies and related assets that are value and benefit-driven, not feature walk throughs. • Support customer evaluations and implementations, providing information on tools, processes and resources to customers, and helping to ensure timelines and tasks remain on track. • Assist in the development and execution of customer migration strategies from their existing accounting and audit platforms to Caseware’s suite of cloud solutions. • Coordinate internally to address customer issues not handled through existing support channels (e.g. coordination of access, licenses, account maintenance, escalating support). • Assist in the development and maintenance of a product knowledge base for team members to access as a supplemental resource to the SC team. • Capture, and where appropriate respond to, customer and prospect feedback relating to product and sales experience to support continued innovation. • Create and maintain toolkits and resources to support customer evaluations and implementations, working with other Caseware teams as relevant. • Design and implementation of processes and systems to support the delivery of consistent, scalable services. Assist in the development and execution of improvement plans internally that are scalable to support future growth. • Attend key industry trade shows and events. • Participate in speaking engagements and thought leadership events as comfortable.

• Managing AI, infrastructure, cloud, platform, and technology delivery projects • Coordinating the work of AI Engineers, Infrastructure Engineers, Platform Engineers, DevOps Engineers, and other technical specialists • Monitoring project scope, timelines, risks, dependencies, and delivery quality • Maintaining effective communication with clients and internal stakeholders • Managing monthly settlements with clients and team members • Overseeing project resource allocation and supporting team planning • Defining and measuring metrics to track team progress, goals, risks, and areas for improvement • Working effectively across multiple projects simultaneously, with strong context-switching skills • Supporting commercial and contractual aspects of cooperation with clients, including scope, assumptions, clauses, and delivery commitments