• Provide personalized onboarding support for customers who sign up for our Fast Track Packages. • Help Fast Track customers solve existing onboarding issues through engagement that meets their onboarding demands. • Able to provide compliance guidance for all A2P products. • Manage Onboarding SLAs and credit utilization for each product • Partner with operations teams to scale onboarding volumes per assigned customer • Join weekly calls with customers to report metrics and review any open items or additional onboarding needs • Wear the Customer Shoes: Provide onboarding support for common customer inquiries through slack in addition to Service now; to ensure customers have an excellent experience with Twilio. • Draw the Owl: Assess the nature of product or service issues and resolve basic level problems • Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly. • Be Bold: Diagnose trends and report findings to our product team to ensure product related issues are resolved • Be an Owner: Partner with the account team to proactively address issues and advise on any industry changes that could impact customer onboarding experience.

• Lead customer calls, manage timelines, and coordinate work across internal teams to ensure smooth onboarding delivery. • Review, analyze, interpret, and transform complex financial datasets for import into the Juniper Square platform. • Advise enterprise customers on optimal data structures, considering both immediate onboarding needs and long-term platform performance. • Serve as the escalation point for complex or high-risk onboarding challenges. • Own and drive process improvements, tool enhancements, and documentation updates to improve scalability and efficiency. • Mentor and coach other onboarding team members, sharing expertise and best practices. • Collaborate closely with Project Management, Product, Engineering, Sales, and Customer Success to deliver a cohesive customer experience. • Build and maintain AI-supported workflows for recurring onboarding activities (data mapping playbooks, migration status reports, escalation summaries, customer handoff docs) so output is consistent and reusable across accounts. • Configure AI workflows that other team members can reuse, extending your impact past your own account load.

• Conduzir onboardings consultivos e resolutivos, garantindo a configuração correta do sistema e a rápida adoção da ferramenta pelas empresas; • Compreender os processos financeiros de nossos clientes e suas expectativas de uso de nossas soluções, identificando particularidades e oportunidades de melhoria; • Cuidar do setup inicial dos clientes em nossa plataforma, também realizando treinamentos com pessoas colaboradoras das empresas que passarão a usar os nossos serviços; • Fazer follow-ups contínuos durante todo o processo de onboarding, engajando nossos clientes no uso da plataforma até que alcancem o seu sucesso; • Gerir planilhas de implantação e contas de clientes corporativos antes de sua maturação; • Apoiar o cliente com integrações APIs com ERPs e/ou integrações bancárias; • Mapear ações de melhoria e se relacionar com outros departamentos da empresa (como, por exemplo, Engenharia, Suporte e Novos Negócios) com o objetivo de entregar a melhor experiência para nossos clientes.

• Manage a portfolio of onboarding projects, ensuring that projects are consistently delivered on time and with quality • Partner with customers to understand their business requirements and objectives, and help design solutions and onboarding plans to achieve these objectives • Effectively manage all project communications, both internally and externally with customers • Educate and enable customers on Qualio products and best practices • Identify and track project risks and issues, and coordinate with internal resources to ensure timely resolution • Partner with Sales and CSMs to ensure smooth hand-offs throughout the customer journey, and with the Product team to ensure effective feedback loops for customer requirements • Maintain excellent relationships with Product Management and Development, ensuring all work is customer-focused.