Role Description As a Customer Success Associate, you’ll work with a broad portfolio of customers, helping them successfully onboard, adopt, and grow their use of ScriptRunner products. You’ll play an important role in maintaining a proactive, one-to-many customer success approach — educating and enabling users, monitoring customer health, and helping customers realise clear value and ROI. You’ll also act as the voice of the customer, feeding recurring issues, product feedback, and feature requests into our internal teams. From supporting renewals and identifying expansion opportunities, to answering customer questions and engaging in community discussions, this is a varied and impactful role for someone who thrives in a fast-paced, customer-focused environment. What you'll be doing - Helping customers succeed - Support onboarding, adoption, and ongoing usage of ScriptRunner products across a large portfolio of small to medium-sized customer accounts - Proactively engage customers at key moments in their journey to drive retention, satisfaction, and product utilisation - Advise customers on ScriptRunner use cases and help them get maximum value from the platform - Use customer insights, feedback, and data to improve the customer experience and help shape future product direction - Identify opportunities to expand customer value through upsell and cross-sell conversations aligned to their goals - Supporting the wider customer journey - Respond to a variety of customer needs, including security and compliance questions, contract-related requests, discount or extension approvals, and general enquiries - Work closely with internal teams such as legal, product, and commercial teams to support customer outcomes efficiently and effectively - Engaging with the community - Join conversations with ScriptRunner users across the Atlassian Community, Reddit, and similar platforms - Spot opportunities to add value, answer questions, and connect customers with the right internal experts when needed - Influencing product and customer experience - Share recurring customer issues and feature requests with product teams - Stay up to date on ScriptRunner products, services, and the wider Atlassian ecosystem so you can confidently advise customers and recommend relevant solutions Qualifications - Excellent organisational, prioritisation, and interpersonal skills - Confidence engaging with end users and building strong rapport - Strong listening skills and a genuine desire to understand customer needs - Empathy and emotional intelligence - A customer-first mindset - Clear and effective communication skills - Willingness to learn technical and coding skills Requirements - Knowledge of the Atlassian ecosystem - Experience in Customer Success, Account Management, or a similar customer-facing role - Experience working with technology platforms - Consultative skills - Experience with ScriptRunner - Scripting experience or familiarity with scripting languages - Strong technical aptitude - A second language Benefits - Generous holiday (PTO) allowance - Flexible working hours - MacBooks provided to all employees - Support for fully remote workers to set up home offices - Exceptional Time Away Policy including: - 26 weeks of fully paid leave for birthing parents - 13 weeks for non-birthing parents - Extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs - Remote-first way of working

Role Description The Senior Associate, Customer Success will be responsible for aiding adoption of the ERP software, processing annual renewals and add-ons, supporting customer requests for customizations and consulting, proactive outreach, regular collection and tracking of NPS, meeting with support, sales, and professional services to solve your client’s needs, conducting feedback and project completion calls at the end of projects, regularly scheduling meetings and follow up with clients, creating pricing quotes and statements of work for products and services, flagging and conducting case studies, and otherwise supporting clients and the internal Baker Tilly team. Job Responsibilities - Initiate and support the renewal process, including providing pricing and answering questions about potential changes to current customer packages. - Provide information and support for customers requesting additional services or products, in addition to managed accounting services available through Baker Tilly. - Build quotes, statements of work, and manage pricing for existing customers. - Regular Customer Outreach including ongoing follow up, feedback requests, meetings, go-live celebrations, and additional duties as assigned. - Schedule consulting calls and meetings for follow up after services are performed, including project completion reviews. - Support sales and marketing in occasional outbound sales campaigns or requests for reviews/references. - Identify customers to engage in and conduct case-studies and reviews. - Support third party relationships with external software manufacturers in conjunction with client and internal customer relations. - Serve as point of contact for billing and credit inquiries, errors, and requests then delegate to the appropriate internal or external support. Qualifications - Bachelor’s degree in accounting, business, or similar field or experience in Customer Success within a similar organization. - Knowledge of SaaS business model and metrics. - 3 years’ experience in customer success or sales in the SaaS industry or similar experience. - Knowledge of CRM system, especially Salesforce. - Experience with accounting is a plus. Requirements - The national pay rate range is $57,304 to $97,790. Benefits - Baker Tilly offers a comprehensive compensation and benefits package to eligible employees.

Role Description The Install Success Coordinator’s (ISC) primary responsibility is to manage all facets of the customers' instrument installation services, from site preparation to confirming that the customer is successfully using their new instrument. They are focused on the customer’s end-to-end installation experience for all analytical instrumentation. Overall, they own customer’s success with their new instrumentation. The ISC is directly responsible for meeting customer and Agilent response times, as well as providing quality service throughout. By partnering with the Scheduling Success Coordinator, they will organize the most cost-effective resource (Agilent Field System Engineers (FSE), Authorized Service Providers (ASP), Field Application Engineers), by assigning the right FSE, in the right location, at the right time. - Effective planning of the end-to-end installation delivery process, from coordinating site preparation through to installation completion. - Successfully manage communications with the customer and internal stakeholders, ensuring clear timelines and expectations are set. - Prioritization of customer install onsite response times, in alignment with customer expectations and Agilent measures; ensuring they confirm plans with the Scheduling Success Coordinator. - Build strong relationships with our business partners to strengthen our ability to deliver a superior customer experience. Your responsibilities: - Communicate site-preparation (incl. technical) requirements and discuss readiness to ensure successful installation site visit. - Plan on-site visits or training events for new instrumentation. - Ensure customer and Agilent response times are met, and quality service is provided throughout the installation process. - Utilize basic technical knowledge to support customers on all installation services, partnering with Sales Service Engineers and consultants, where required. - Reserve the best resource by utilizing all scheduling tool capabilities and maintain an accurate record of all communications and onsite offer dates provided to the customer. - Partner with the Scheduling Success Coordinator to coordinate the most efficient resource by assigning the right service engineering resource in the right location at the right time. - Collaborate with the Global Customer Field Solutions team and field resources to ensure we are quickly responding to all customer onsite requests. - Track and address all issues and gaps as they are identified, and bring up to Service Business Managers where appropriate. - Gain an in-depth knowledge of Agilent processes and procedures, showing ability to follow them with high attention to detail. - Maintain accurate record of all communications and onsite offer dates provided to the customer. - Ensure all working relationships follow Agilent Technologies Standards of Business Conduct. Qualifications - Academic degree with a technological/engineering background; alternatively, an equivalent background/experience in a similar role will be considered. - Demonstrated ability to learn, process, and communicate technical information. - Logical approach to problem-solving, inventive, and results-oriented, with high attention to detail. - Effective communication and interpersonal skills, with a focus on being able to provide effective and timely communications. - Ability to work independently and in teams. - Proactive approach to all scheduling tasks. - In-depth experience in customer service and/or project management. - Technical proficiency or familiarity with Agilent Analytical equipment is a plus. - Strong planning and organizational skills, and high attention to detail. - Capable of working flexibly and autonomously where required. - Driven to achieve a successful experience for the customer, while also achieving our internal success measures. Additional Details - This job has a full-time weekly schedule. It includes the option to work remotely. - Applications for this job will be accepted until at least July 23, 2026 or until the job is no longer posted. - The full-time equivalent pay range for this position is $28.27 - $44.17/hr plus eligibility for bonus, stock and benefits. - Agilent Technologies, Inc. is an Equal Employment Opportunity and merit-based employer that values individuals of all backgrounds at all levels.

Role Description We are seeking a high-energy, strategic Global Customer Success Enablement Lead with a track record for executing performance programs. In this role, you will act as a learning consultant, partnering with executives and stakeholders across matrix organizations to define and execute strategic learning programs. You will support growing global Customer Success teams, whose primary function is to help clients leverage products most effectively, recognize value through learning outcomes, and develop customers for life. The successful candidate will demonstrate proficiency in speaking with and influencing leaders, analyzing data, and delivering high-impact presentations and facilitation. You will lead innovative programs with performance measurement for the global community, ensuring regional initiatives are tightly aligned with global programs. Responsibilities - Enablement Strategy & Executive Consultation: Partner with global Customer Success Leadership (including Managers, Renewal Managers, and Professional Service Managers) to drive enablement strategy. Engage directly with leaders to understand the nuances of selling and consulting across different global regions. - Program Development & Modern Modalities: Design, plan, implement, and evaluate programs to meet specific objectives and deliver desired outcomes. Create a learning vision that offers personalized learning in multiple modalities for ease of consumption and preferred learning styles, broken down by quarter. - Global Collaboration & Localization: Collaborate with the Global Enablement team to leverage and localize existing programs, and pivot where necessary for the needs of your stakeholders. Act as a trusted advisor to the extended global enablement team and business leadership to assess skills and target performance improvements. - Content Delivery & Coaching: Build dynamic, consumable content that achieves predefined learning objectives. Facilitate experiential learning experiences and provide 1:1 and 1:many coaching initiatives in order to scale enablement programs. - Performance & Data-Driven Decision Making: Oversee and manage employee performance using data and analytics to guide decision-making, improve outcomes, and drive organizational success. Apply evaluation frameworks (such as the Kirkpatrick model) to assess the benefit of each program, update enablement dashboards (e.g., Asana, Jira) for tracking, and own a monthly Field Readiness Council. - Cross-Functional Collaboration & Sponsorship: Establish a network of sponsors so that every enablement initiative has support and participation from the business in its planning, development, sign-off, and release. Liaise with cross-functional teams (including Marketing, Operations, HR, and Product) to ensure programs are relevant and timely. Qualifications - 5+ years of professional experience in sales enablement, customer success enablement, or a related field. - 4+ years of experience in a Customer Success role. - 2+ years of B2B SaaS experience with foundational HR or EdTech industry knowledge. - Experience designing, building, and deploying global enablement programs that apply to different global regions (including North America, Latam, and Europe). - Passionate and experienced in assessing, monitoring, and measuring the impact of enablement programs. - Strong customer-facing skills and experience partnering with C-level executives and stakeholders across matrix organizations. - Proven record of driving innovative, creative concepts from strategy to execution with attention to detail. Requirements - Understanding of sales/CS performance metrics and best measurement approaches to drive high Net Promoter Scores (NPS) and successful learning assessments. - Ability to prioritize well, identify work based on importance and urgency, demonstrate good judgment, and show a mature demeanor when faced with challenges. Benefits - Competitive, zone-based pay aligned to your location, experience, and role level across four U.S. pay zones. - Comprehensive health and wellness benefits. - Bonus and RSU equity programs. - Global perks designed to help you grow and thrive wherever you are.