• Perform the Onboarding of our solutions with our customers • Assist the Sales Account Executive team in the formulation of ROI (Return on investment) projects • Collaborate with our Sales team to manage renewals and expansions • Update all information in our CRM and communicate all updates with our customers • Proactively identify customers who aren’t maximizing their opportunity with our product/service and reach out to create an action plan to help them achieve success • Study customer insights and help them understand what happened: every day you will be expected to access and check all insights from the last 24h • This is a demanding position with high internal visibility, that requires strong priority management and high emotional intelligenc • Passion for going above and beyond the call of duty, taking initiative, and thriving in a fast-paced, change-heavy environment

• Onboard new customers, understand their business needs, and help them design and build Snowplow-centered solutions • Help drive customer retention and growth by educating customers on best practices and the fundamentals of Snowplow technology • Creatively and flexibly engage our customers to work with the wide variety of technical and organisational challenges they face • Collaborate with your teammates to develop new and innovative resources – such as training content, technical assets, and implementation methods – to contribute to our extensibility framework • Develop domain expertise in our key verticals through deep customer collaborations, general research, and involvement with industry events/conferences. • Help shape our product roadmap and evolution by interpreting customer feedback, spotting trends, and identifying key opportunities for improvement • Develop your industry expertise and personal brand by contributing to marketing events and webinars.

• Own implementation projects from kickoff to go-live - drive timelines, manage milestones, execute the implementation and ensure client success • Partner with Account Management and directly with clients to understand needs and translate them into clear technical requirements • Collaborate with Product and Engineering to guide client-specific setup and customizations • Own the configuration of the software, including hands-on configuration, troubleshooting, and QA. • Write and maintain customer-facing documentation, onboarding guides, and technical FAQs • Support ongoing solution maintenance, including troubleshooting and small enhancements post-launch • Conduct discovery sessions and implementation workshops with clients • Use and query PostgreSQL databases to support data migrations, diagnostics, and QA • Serve as a bridge between client needs and product evolution - gather feedback and contribute to feature prioritization • Help triage and resolve technical support issues alongside the support team

• Be the technical pillar of our implementations. • Integrate data and translate client's operational needs. • Guide client's IT, HR and Operations team with our REST API. • Design rigorous testing plans and ensure minimal incident rate. • Work with Project Manager maintaining strategic communication with stakeholders.