• Support any of the stages of the full advisor lifecycle - from onboarding and early activation through to ongoing engagement, retention, and offboarding • Develop and maintain strong advisor relationships by acting as a trusted, responsive partner for day-to-day support as well as strategic guidance. Communicate with advisors through emails, messaging, phone, Zoom, and webinars. • Identify trends and improvement opportunities, and execute targeted initiatives to move the needle on engagement and quality • Manage support tickets with efficiency and a consistently high standard of resolution quality • Support advisors through platform changes, new feature rollouts, and operational transitions while maintaining exceptional service quality, clear communication, and a positive advisor experience. • Proactively identify inefficiencies in advisor management processes and propose scalable solutions, including AI-powered tools and automation where relevant • Serve as the Voice of the Advisor, channeling feedback and competitive insights into product and operational improvements • Explore and test new engagement formats such as influencer-style advisor partnerships and community-building initiatives that drive advisor loyalty and advocacy

• Facilitate the transition out of implementation to go-live • Manage a portfolio of clients and make certain a high level of satisfaction with the product is achieved • Create a plan to ensure client success • Conduct regular meetings with clients to make recommendations on using the product and future product enhancements to provide continuous success in business processes • Provide best practice recommendations, expert-level application support and assist in solving point-in-time challenges • Work with product development and technical support to resolve customer issues/concerns • Proactively monitor the health of your client portfolio and identify/manage escalations and churn risks • Experience conducting virtual meetings with internal and external customers • Travel may be required

• Lead, coach, and develop the Sharetown New Rep Managers who work directly with new Reps. • Drive new Reps toward their first sale, five-sale milestone, and long-term consistency, stepping in directly when additional support is needed. • Improve new Rep conversion, retention, and speed to first sale. • Ensure the team provides effective coaching on inventory acceptance, listings, pricing, buyer communication, negotiation, and closing. • Use data to identify opportunities, performance gaps, and at-risk Reps, and create clear action plans. • Drive urgency around inventory acceptance, listing quality, and sell-through. • Establish clear expectations, measure results, and hold the team accountable. • Partner with regional Sales Managers to ensure smooth Rep handoffs after graduation. • Identify and remove process, training, and inventory barriers that limit Rep success. • Collaborate across departments to solve problems, improve processes, and implement growth strategies.

• Lead, coach, and develop a team of Customer Success Managers and supporting customer success roles across automotive accounts. • Encourage innovation, problem solving, and continuous improvement within the customer success organization. • Develop effective leaders and foster a culture of accountability, collaboration, engagement, and excellence. • Own the overall performance of the Automotive Customer Success function, ensuring achievement of retention, expansion, adoption, customer satisfaction, and operational excellence goals. • Establish rigorous account planning and customer success motions across the portfolio, ensuring teams clearly articulate customer goals, business outcomes, account/retention risks, and growth opportunities. • Develop and execute action plans that reduce churn risk, increase product adoption, and improve customer outcomes. • Create and improve operational processes that enhance efficiency, scalability, and customer experience. • Drive operational excellence through defined operating rhythms, clear performance expectations, inspection mechanisms, and data-driven decision making. • Establish and monitor key performance indicators across customer health, adoption, retention, team performance, and customer outcomes; translate results into actionable insights and value discussions. • Create a culture of accountability by ensuring timely communication, proactive risk management, and disciplined follow-through across the organization. • Develop and execute the strategic vision and roadmap for the Automotive Customer Success organization, aligning team priorities with company objectives and evolving customer needs. • Engage directly with executive sponsors and strategic customers to strengthen relationships, accelerate outcomes, and support critical escalations. • Partner with senior leadership to communicate customer trends, business risks, and strategic opportunities for the sector. • Provide strategic guidance on customer engagement, account planning, issue resolution, and executive relationship management. • Maintain awareness of automotive industry trends, competitive dynamics, and emerging customer needs. • Serve as an internal advocate for customers and provide feedback that helps improve products, services, and overall customer experience. • Collaborate with Sales to develop and execute renewal and growth strategies, ensuring proactive risk mitigation and coordinated account planning across strategic accounts. • Collaborate with cross-functional teams (e.g. Product and Engineering) on implementations, escalations, product feedback, and customer advocacy initiatives that improve customer outcomes, remove obstacles, and drive resolution of systemic issues impacting customers. • Perform additional responsibilities as assigned.