CAI Software, LLC

Customer Support

• Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support
• Supervise a group of team resources and align your team’s activities/objectives with organizational business goals
• Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training
• Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity)
• Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities
• Analyze patterns in support requests to drive improvements in documentation, product functionality, and internal workflows

Customer Support Team Lead

Customer Success Manager

• Own and manage a portfolio of 25-40 enterprise customers, ensuring adoption, retention, and expansion
• Serve as the customer’s strategic advisor, helping them achieve business objectives through effective use of our platform
• Build and maintain strong, multi-threaded relationships with global stakeholders, providing strategic guidance to foster engagement, trust, and long-term value
• Partner with the Implementation team to ensure smooth onboarding, adoption, and knowledge transfer
• Develop and execute success plans to drive adoption and value realization, proactively addressing customer challenges across global markets
• Plan and deliver Executive Business Reviews (EBRs) to executive and operational leaders, highlighting results, insights, and growth opportunities
• Drive Gross and Net Revenue Retention (GRR/NRR) through proactive renewal management and identification of expansion opportunities
• Act as the voice of the customer internally, providing structured feedback to Product and Engineering
• Monitor customer health metrics: post-onboarding adoption, satisfaction, contract status, NPS, and usage.
• Prepare reports to identify risks, opportunities, and progress toward success metrics.
• Partner cross-functionally with Sales, Marketing, Product, and Support to ensure customer needs are met efficiently.
• Represent the company at customer meetings, workshops, and industry events as required.

Affiliate Manager

• Demo & Pre-Sales Execution Lead tailored product demonstrations for new prospects and expansion opportunities across the full CAI Maritech portfolio, adjusting each demo to the prospect’s industry, workflow, and pain points.
• Partner closely with Account Executives and CSMs to strategically position products ahead of and during the sales cycle.
• Customize demo environments to reflect real-world operational scenarios that resonate with each audience.
• Handle technical and functional Q&A on the spot, instilling buyer confidence in the platform.
• Support strategic sales opportunities and executive-level customer discussions as needed.
• Strategic Customer Engagement Partner with Customer Success Managers to support high-value, strategic customer accounts throughout their lifecycle.
• Develop a deep understanding of customer organizations, business objectives, operational processes, and key challenges.
• Conduct discovery sessions, workflow assessments, and process mapping exercises to identify opportunities for improvement.
• Serve as a trusted advisor by recommending solutions that align platform capabilities with customer business goals.
• Value Realization & Business Consulting Build business cases and value realization plans that demonstrate measurable outcomes from platform adoption.
• Identify opportunities to increase efficiency, improve workflows, and enhance operational performance.
• Guide customers toward achieving defined success metrics and ROI objectives.
• Help customers establish and track KPIs related to platform usage and business outcomes.
• Adoption & Risk Mitigation Monitor customer adoption trends and identify signs of underutilization, workflow misalignment, or declining engagement.
• Partner with CSMs to develop action plans that address customer risk and improve overall account health.
• Lead strategic intervention initiatives to stabilize at-risk accounts and improve renewal confidence.
• Product Liaison & Technical Escalation Serve as the primary escalation point for technical and functional questions that fall outside standard sales or CSM conversations.
• Triage prospect and client inquiries requiring product team input, ensuring timely responses that keep deals and initiatives moving.
• Capture and relay field intelligence, feature requests, and competitive signals to Product and GTM leadership on a consistent cadence.
• Maintain deep, current knowledge of the product roadmap so you can speak credibly to what’s coming and when.
• Internal Training & Enablement Own onboarding and ongoing product training for new sales hires, building their confidence to run demos and qualify opportunities.
• Develop and maintain demo playbooks, training materials, and competitive talk tracks for each product in the portfolio.
• Run regular enablement sessions to keep the team current on product updates, new features, and messaging changes.
• Identify skill gaps on the team and proactively create training to close them.

Strategic Solutions Partner

Performance Marketing

• Own the demand-generation strategy with a relentless focus on pipeline creation, conversion, and ROI.
• Run and optimize SEO and SEM programs in partnership with external agencies, ensuring measurable outcomes.
• Build, execute, and analyze multi-channel campaigns that drive qualified leads and accelerate the funnel.
• Develop and manage an annual content plan including blogs, whitepapers, case studies, email workflows, and thought leadership.
• Ensure content aligns to the buyer journey and supports both acquisition and retention.
• Oversee website strategy, performance, optimization, and analytics.
• Plan and execute industry events and tradeshows from concept to post-event ROI analysis.
• Partner closely with Sales to align campaigns, enablement materials, and lead management processes.
• Work with Product and Support teams to ensure marketing messaging reflects product value, customer pain points, and market opportunities.
• Build dashboards, models, and reporting frameworks to track marketing performance and forecast pipeline.
• Continuously test, measure, and optimize programs for CAC, LTV, MQL→SQL conversion, win rates, and retention impact.
• Bring a deeply analytical and math-driven approach to decision-making.

Director of Demand Generation

Financial Planning and Analysis

• Support the annual budget and in-year forecast process for the Process and Discrete Manufacturing business units
• Help prepare Monthly and Quarterly reporting packages
• Execute recurring FP&A functions
• Build financial models and run ad-hoc analyses for special projects
• Investigate anomalies in data systems and surface findings with clear analysis

Financial Analyst

Project Manager

• In this role, you will be responsible for managing the implementation of Graphic Communications ERP solutions enabling our customers to achieve their business objectives and operational results.
• This will include but not be limited to project management and delivery, stakeholder and customer relationship management, aligning with customer strategy, policy and procedures, product customizations and scope management, team leadership, financial management, partnering with the customer to advise and guide on change management issues and identifying Graphic Communications PMO process improvements.
• Project Management and Delivery Development of project plans – including estimation of resource requirements (skills, software, hardware etc) and timeframes, scheduling, budgeting, dependency identification and management, and change management planning Management of project delivery according to approved project plans, objectives, budgets and document progress Stakeholder management – through active involvement and regular communication with key stakeholders Project status reporting to key stakeholders including progress against milestones, issue and risk management details and budget versus actual costs Management of project issues and risks – including: issue and risk identification, logging, assessment and treatment strategies Management of project scope change through defined project change management processes Alignment of projects to strategic and operational plans of the Customer Conduct of Post Implementation Reviews to identify and implement process improvement for future projects Completion and filing of project documentation Consultative Relationship Building Active promotion and realization of the benefits and value associated with project delivery and professional service delivery in particular. Earn the trust of key client executives and personnel through demonstrated expertise, high quality delivery, and candid insight Actively seek opportunities to expand value to the client within current scope and through proposal of project extensions and additional projects Profitability Management Managing chargeability of Graphic Communications services resources Managing personal chargeability Management of stakeholder expectations in line with delivery capability and priorities Alignment of deliverables and business needs and requirements. Customer awareness of an agreement with scope and contract terms. Obtaining signoff on completion of deliverables. Managing invoicing process including proactively building client understanding of invoiced charges.

Account Manager

• Build strong customer relationships through consistent outreach via phone and email
• Ownership of the renewal process, proactively engaging with customers in advance of contract maturity, ensuring on-time and full-value contract renewals
• Notify customer of upcoming contract expiration and present renewal proposal(s) and options
• Consultative selling experience, including negotiating renewal quotes and handling objections
• Engage customer in conversations around renewal readiness, timing and general customer needs
• Manage a renewal opportunity pipeline and providing an accurate weekly forecast
• Identify upsell opportunities and collaborate with Account Management team
• Work with wider team to provide regular and accurate updates on renewal status to management and escalate when needed
• Cross-functionally collaborate with internal stakeholders to deliver competitive solutions
• Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable renewals

Renewals Account Representative

• Serve as a trusted right hand to the CEO and CFO, anticipating needs, removing friction, and protecting executive time and focus
• Manage complex, ever-changing CEO and CFO calendars across multiple time zones; resolve conflicts with sound judgment on priority and trade-offs
• Schedule and coordinate internal and external meetings, including leadership team, customer, partner, sponsor, and board-level interactions; prepare agendas, pre-reads, and logistics so each meeting starts on time and ends with clear outcomes
• Act as gatekeeper for incoming communications, requests, document signing, and meeting invitations; triage and align with quarterly priorities and value-creation initiatives
• Prepare, format, and proof high-quality reports, presentations, and briefing materials for internal leadership, board, sponsor, and external audiences
• Coordinate end-to-end logistics for Board of Directors and sponsor meetings — scheduling, materials assembly, distribution, dinners, and follow-up correspondence
• Partner with the CFO and Finance team on board books, quarterly reporting packages, and committee materials; maintain board portal and secure data-room organization
• Support the CFO with the rhythm of the financial calendar — month-end and quarter-end close, audit, budget, lender reporting, tax, and insurance timelines
• Support a high-tempo M&A and integration agenda by coordinating diligence calls, management presentations, site visits, and signing/closing logistics
• Plan and manage detailed domestic and international travel for the CEO and CFO, including flights, ground transportation, accommodations, visas, and resilient backup plans for disruptions; reconcile expenses promptly and accurately
• Plan and execute corporate events, leadership offsites, sponsor visits, customer dinners, town halls, and team meetings; manage venue selection, vendors, contracts, and budget tracking
• Track action items, decisions, and follow-ups across executive forums and ensure timely closure with accountable owners
• Support general office administration in the executive suite; maintain organized filing systems, contract repositories, and executive records, both physical and digital
• Handle highly confidential information with the highest level of discretion

Executive Assistant – CEO, CFO

Compliance

• Own the recovery pipeline for lapsed and expired renewals, with a primary focus on contracts that went past due in the prior fiscal year
• Research account history, contract terms, and prior engagement activity to build an informed outreach strategy for each lapsed account
• Execute multi-channel outreach campaigns (phone, email, escalation) to re-engage customers and drive contract reinstatement or back-dated renewal agreements
• Negotiate renewal terms for lapsed contracts, including handling objections around gaps in coverage, retroactive pricing, and reinstatement fees
• Collaborate with Legal, Deals Desk, and Finance to structure recovery agreements that are commercially sound and executable
• Track and report on recovery pipeline status, conversion rates, and recovered ARR on a weekly basis
• Partner with Sales and Customer Success to identify accounts where software usage exceeds licensed entitlements
• Analyze deployment data, license records, and usage reports to build compliance cases with clear, defensible documentation
• Lead compliance outreach conversations with customers, presenting findings professionally and guiding accounts toward compliant licensing and true-up agreements
• Develop and refine compliance playbooks, escalation workflows, and communication templates in partnership with leadership
• Coordinate with Legal on escalation strategy for non-responsive accounts or disputes related to compliance findings
• Maintain accurate records of all customer interactions and pipeline activity in internal tracking systems
• Provide regular status updates and forecasts to Renewals leadership
• Cross-functionally collaborate with internal stakeholders to deliver competitive solutions and resolve complex account issues
• Contribute to the development of policies, processes, and best practices for the renewals and compliance function