Cutover

Support Engineer

• Day-to-day support for our enterprise clients; prioritising requests, resolving technical enquiries, usage questions and keeping customers updated primarily via live chat and email tickets, with occasional phone support for high priority issues
• Become a subject matter expert in the product features and functionalities
• Investigate, troubleshoot and document product issues and collaborate with our QA and engineering teams to expand technical support knowledge
• Assist in internal support documentation and process creation
• Communicate with internal teams such as Customer Success and Product Management on customer feedback, concerns and opportunities
• 9am-6pm Monday to Friday working hours, with occasional emergency out of hours/weekend phone support

Product Support Analyst

Marketing Operations

• Act as the primary administrator for our marketing technology stack.
• Architect and manage the complete lead lifecycle.
• Build, execute, and optimize multi-touch campaign operations within HubSpot.
• Develop dashboards and run ad-hoc analyses to track campaign ROI.
• Proactively identify bottlenecks and implement automated solutions.
• Support critical Sales Operations functions (10-15%).

Senior Marketing Operations Specialist

Implementation Specialist

• Operationalize Onboarding & Reporting
• Define onboarding governance models and delivery standards
• Establish and manage timelines, milestones, and dependencies in onboarding plan
• Align onboarding plans with customer goals, Value Realization Moment, and Year 1 success criteria
• Coordinate cross-functionally with CS, AEs, Solution Architecture, and Delivery to ensure aligned execution
• Track progress across all active onboardings and maintain end-to-end visibility
• Provide clear, consistent reporting on progress, risks, and blockers to customers and Cutover's leadership
• Escalations & Communication
• Identify delivery risks, delays, or misalignment early across customers and Cutover teams
• Drive accountability with customers and Cutover teams to meet onboarding commitments
• Ensure blockers are clearly documented, owned, and resolved
• Lead timely escalations to the appropriate stakeholders when onboarding outcomes are at risk
• Facilitate clear, proactive communication to keep onboarding on track with customers
• Onboarding Policy & Continuous Improvement
• Own onboarding policies, playbooks, and standards at Cutover
• Continuously evaluate onboarding performance, effectiveness, and customer outcomes
• Identify recurring gaps or inefficiencies and drive improvement to onboarding processes
• Raise onboarding maturity and consistency across teams

Implementation Manager

Security Analyst

• Compliance & Audit Leadership: Support the maintenance of our compliance frameworks, specifically ISO 27001 and SOC2 Type II. You will need to be comfortable being a primary point of contact for external auditors.
• Client Assurance: Own the end-to-end process for Client Audits and Security RFIs, translating our complex technical controls into clear, professional, and digestible responses for stakeholders.
• Cloud Governance: Apply a GRC lens to our cloud environment, ensuring that our AWS infrastructure aligns with best practices (CIS benchmarks) and triage alerts in line with our internal risk appetite.
• Incident Management & Triage: Monitor security tools and act as a first-to-second responder for alert triage. You’ll manage the lifecycle of security incidents, from discovery to post-mortem.
• Third-Party Risk Management: Conduct thorough due diligence on suppliers, integrations , ensuring our supply chain meets our rigorous security standards.
• Risk-Based Decision Making: Conduct risk assessments across the business, providing actionable advice that balances security requirements with operational efficiency.
• Security Automation: Identify opportunities to automate manual GRC and SecOps tasks to increase the team's velocity.

Information Security Analyst

Onboarding Specialist

• Operationalize Onboarding & Reporting
• Define onboarding governance models and delivery standards
• Establish and manage timelines, milestones, and dependencies in onboarding plan
• Align onboarding plans with customer goals, Value Realization Moment, and Year 1 success criteria
• Coordinate cross-functionally with CS, AEs, Solution Architecture, and Delivery to ensure aligned execution
• Track progress across all active onboardings and maintain end-to-end visibility
• Provide clear, consistent reporting on progress, risks, and blockers to customers and Cutover's leadership
• Identify delivery risks, delays, or misalignment early across customers and Cutover teams
• Drive accountability with customers and Cutover teams to meet onboarding commitments
• Ensure blockers are clearly documented, owned, and resolved
• Lead timely escalations to the appropriate stakeholders when onboarding outcomes are at risk
• Facilitate clear, proactive communication to keep onboarding on track with customers
• Own onboarding policies, playbooks, and standards at Cutover
• Continuously evaluate onboarding performance, effectiveness, and customer outcomes
• Identify recurring gaps or inefficiencies and drive improvement to onboarding processes
• Raise onboarding maturity and consistency across teams

Product Support Analyst

Senior Marketing Operations Specialist

Implementation Manager

Information Security Analyst

Onboarding Manager