Embrace Software Inc

Customer Support

• Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner.
• Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions.
• Demonstrates proficiency in brand voice, product knowledge, and common issues.
• Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively.
• Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication.
• Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment.
• Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice.
• Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures.
• Assist with outbound customer outreach and special projects as needed.
• Resolves high-volume requests with speed and accuracy.
• Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.

Customer Support Representative

Web Designer

• Design website layouts, wireframes, and page structures based on project requirements
• Develop and customize WordPress websites, themes, and templates
• Convert design files (Figma, Adobe XD, PSD) into responsive WordPress pages
• Collaborate with the design team to maintain brand consistency and design quality
• Assist the design team with website-related visuals, UI elements, and design adaptations
• Customize and manage WordPress plugins and page builders (Elementor, Gutenberg, etc.)
• Ensure websites are responsive, fast-loading, and SEO-friendly
• Perform website maintenance, updates, and troubleshooting
• Follow best practices for website security, performance, and scalability

WordPress Developer, Web Designer

QA Engineer

• Design, develop, and maintain automated test frameworks and test suites for web applications and API.
• Collaborate with engineering teams to identify, document, and resolve defects early in the development lifecycle.
• Implement automated testing frameworks for regression, API, and UI testing (e.g., Cypress, Playwright, or Selenium).
• Conduct manual exploratory testing for new features and complex user flows.
• Participate in sprint planning and contribute to continuous integration and delivery (CI/CD) processes.
• Advocate for quality throughout the engineering organization, from code reviews to release management.
• Ensure compliance with healthcare data security and privacy standards.

Senior QA Engineer

Backend Engineer

• Design systems that scale.
• Architect and build scalable, cloud-native applications using React, .NET Core (C#), and modern frameworks.
• Define patterns for microservices, domain-driven design, and distributed systems that can evolve over time.
• Translate intricate healthcare workflows into clean, efficient, and intuitive user experiences.
• Lead the design of APIs, services, and integrations across the ecosystem.
• Design and manage both relational and NoSQL data systems — SQL Server and MongoDB.
• Own and evolve cloud architecture on Microsoft Azure.
• Design and manage CI/CD pipelines using Azure DevOps.
• Contribute hands-on while driving architecture discussions and mentoring engineers.
• Continuously optimize front-end and back-end systems for speed, scalability, and maintainability.

Lead Software Engineer – Architect, .NET

• Lead the evolution of legacy applications toward cleaner architectures.
• Design and ship new applications and services using modern technologies.
• Own the data layer and design SQL Server schemas.
• Drive design discussions and conduct meaningful code reviews.
• Collaborate with infrastructure teams on deployments and monitoring.

Lead Software Engineer – .NET, Finance Group

• Responds to customer inquiries promptly, patiently and in a clear, friendly, and thoughtful manner
• Handles inbound support across multiple channels, including phone, email, and chat, including real-time customer interactions.
• Demonstrates proficiency in brand voice, product knowledge, and common issues
• Uses product knowledge, critical thinking skills to research and troubleshoot customer issues effectively
• Comfortable working with multiple web apps to enter, pull, and assess customer information as well as communicate to customers via voice mail, email, online chat or in-person communication
• Demonstrated ability to work as an effective team member and comfortable working autonomously in an ambiguous, fast paced work environment
• Consistently exhibit excellent written and verbal communication skills with customer and internal team members including a clear, professional, and easy-to-understand speaking voice.
• Maintain excellent attention to detail when following and helping to maintain customer support documentation and procedures
• Assist with outbound customer outreach and special projects as needed
• Resolves high-volume requests with speed and accuracy.
• Contributes to improving support efficiency by identifying common issues, suggesting updates, and helping maintain accurate knowledge base content.

• Design, develop, and maintain high-performance applications using C#, .NET Core, ASP.NET Web API, and SQL Server.
• Build and enhance modern frontend experiences using Angular or React integrated with backend APIs.
• Architect and implement scalable, secure, and maintainable distributed systems.
• Own technical design decisions, including system architecture, service boundaries, API design, and data modeling.
• Optimize SQL Server databases, ensuring high performance, reliability, and data integrity.
• Write production-quality code and actively contribute to feature development across the stack.
• Lead code reviews and architecture discussions, setting the technical bar for the team.
• Troubleshoot complex issues, including performance bottlenecks, scalability challenges, and data consistency problems.
• Drive engineering best practices such as clean architecture, TDD, CI/CD pipelines, observability, and secure development practices.

Senior .NET Developer – Technical Lead

Recruitment

• Assist in identifying and sourcing candidates through various channels such as job boards, social media, LinkedIn, and internal databases.
• Post job advertisements on career sites and social media platforms.
• Reach out to passive candidates and conduct initial outreach for available roles.
• Review incoming applications and resumes to assess qualifications against job descriptions.
• Shortlist candidates based on relevant skills and experience.
• Coordinate with candidates and hiring managers to schedule interviews.
• Send interview invitations and provide candidates with necessary information regarding interview format and preparation.
• Act as the point of contact for candidates throughout the recruitment process, providing timely updates and feedback.
• Assist in preparing for interviews by ensuring interview materials and candidate profiles are organized.
• Maintain and update candidate records in the Applicant Tracking System (ATS).
• Support the onboarding process by preparing materials, assisting with documentation, and coordinating with new hires.
• Conduct research to identify industry trends, salary benchmarks, and competitor hiring practices.
• Track key recruitment metrics such as application volume, time-to-hire, and interview-to-offer ratio.

Talent Acquisition Specialist – C2H

Customer Success Manager

• Serve as a primary point of contact for assigned customers, building trusted relationships and ensuring ongoing satisfaction.
• Actively engage with customers to understand their goals, challenges, and success metrics, and align Radiant’s solutions accordingly.
• Provide proactive guidance and best practices to help customers maximize value from the product.
• Support customer onboarding efforts to ensure smooth implementation and early success.
• Monitor product usage and adoption trends, identifying opportunities to improve engagement and outcomes.
• Track customer health indicators, satisfaction metrics, and potential churn risks.
• Escalate issues as needed and coordinate with internal teams to resolve customer challenges in a timely manner.
• Gather customer feedback and insights and communicate them clearly to product and leadership teams.
• Partner with Sales and Account Management to support renewals and identify expansion opportunities within existing accounts.

Senior Customer Success Manager

Account Manager

• Identify and target enterprise organizations where asset visibility, compliance, and operational efficiency are critical priorities.
• Develop strategic account plans and execute outreach strategies to build pipeline within target industries and geographies.
• Lead complex, multi-stage sales cycles from discovery through contract negotiation and close.
• Conduct in-depth discovery sessions to understand customer workflows, asset environments, operational risks, and business objectives.
• Position Radiant’s platform as a solution aligned to measurable business outcomes such as asset loss reduction, workflow optimization, compliance improvement, and cost efficiency.
• Engage multiple decision-makers including C-suite, operations leaders, IT teams, finance stakeholders, and executive sponsors.
• Build and maintain a healthy pipeline of qualified enterprise opportunities.
• Accurately forecast revenue and manage sales activity within CRM systems.
• Lead pricing discussions, commercial negotiations, and contract execution.
• Partner closely with Marketing, Customer Success, Implementation, and Product teams to ensure smooth transition from sale to deployment and long-term customer success.

Enterprise Sales Account Manager

• Own and manage a portfolio of strategic enterprise manufacturing customers.
• Develop a deep understanding of each customer’s operational environment, business objectives, production KPIs, and digital transformation priorities.
• Build strong, multi-level relationships across technical users, operational leaders, and executive sponsors to position NWA as a long-term strategic partner rather than a software vendor.
• Lead customers through onboarding and early adoption in close collaboration with implementation and technical teams.
• Ensure that customers clearly understand how to apply the platform to real operational challenges.
• Monitor usage, engagement trends, and outcome metrics to proactively identify adoption gaps.
• Drive structured engagement through regular touchpoints, business reviews, and performance discussions to ensure measurable ROI.
• Take ownership of renewal strategy and execution across your assigned accounts.
• Develop renewal plans well in advance, identifying potential risks and creating mitigation strategies early.
• Maintain clear visibility into customer health indicators such as adoption, stakeholder engagement, and business impact to reduce churn risk.
• Identify and develop growth opportunities within existing accounts by uncovering additional use cases, business units, plants, or geographic locations where NWA can deliver value.
• Partner with Sales to structure and close expansion opportunities while maintaining strong executive alignment.
• Serve as a trusted advisor to senior stakeholders by connecting analytics capabilities to high-level business outcomes such as quality improvement, yield optimization, cost reduction, and process standardization.
• Ensure customers feel heard and represented within the organization.
• Work closely with Sales, Product, Engineering, and Leadership to ensure a seamless customer lifecycle from post-sale onboarding through renewal and expansion.

Artificial Intelligence

• Lead the integration of AI across product, services, and internal workflows.
• Partner with Product & Engineering to accelerate AI feature delivery and monetization.
• Translate AI innovation into commercial value (packaging, pricing, positioning).
• Embed AI tools internally to improve RFP response time, implementation documentation, support resolution cycles, and sales forecasting.
• Establish AI fluency and adoption benchmarks across teams.
• Drive automation of end-to-end workflows, not just point solutions.
• Own Hirezon’s ARR growth strategy within higher education.
• Improve expansion revenue through AI-enabled modules and workflow automation.
• Strengthen enterprise deal execution and executive-level selling.
• Increase renewal predictability through structured health scoring and data-driven engagement.
• Align go-to-market strategy with measurable customer ROI outcomes.
• Full ownership of Hirezon’s P&L and operating plan.
• Drive EBITDA expansion through operational leverage and AI-enabled efficiency.
• Improve services margin and implementation velocity.
• Establish real-time dashboards across revenue, churn, gross margin, and productivity.
• Align headcount planning with measurable ROI and growth priorities.
• Build scalable systems for forecasting, renewals, QBRs, and performance tracking.
• Reduce non-billable effort and increase billable utilization in Professional Services.
• Improve time-to-value for new customers.
• Standardize support excellence through SLA visibility and automation.
• Increase organizational speed and decision-making clarity.
• Build a high-accountability, AI-forward leadership team.
• Foster a culture of ownership, experimentation, and measurable results.
• Promote continuous learning and AI capability development.
• Develop internal talent to scale with the business.

VP of Operations – AI-Driven Transformation Leader

Implementation Specialist

• You will be the technical voice in the room, translating complex supply chain challenges into compelling solution narratives.
• Deliver customized product demonstrations tailored to prospect-specific pain points, in partnership with sales and technical teams.
• Lead discovery sessions to uncover business requirements and map them to QSTRAT capabilities.
• Articulate QSTRAT's differentiators against competitive solutions and industry alternatives.
• Build and maintain demo environments and proof-of-concept configurations.
• Own the customer journey from signed contract to go-live and long-term loyalty.
• Deliver end-to-end implementation consulting and functional training for new and existing customers.
• Configure solutions to meet customer business requirements and guide adoption to accelerate time-to-value.
• Provide hands-on end-user configuration and training to ensure effective system utilization.
• Own project timelines, milestones, and stakeholder communication to deliver on-time, on-budget implementations.
• Act as the customer's trusted advisor, proactively identifying risks and recommending solutions to ensure long-term platform adoption and ROI.
• Collaborate closely with Product Management, Development, Training, Sales, Marketing, and Customer Success teams to drive product enhancements and improve customer satisfaction.

Customer Support Representative

WordPress Developer, Web Designer

Senior QA Engineer

Lead Software Engineer – Architect, .NET

Lead Software Engineer – .NET, Finance Group

Customer Support Representative

Senior .NET Developer – Technical Lead

Talent Acquisition Specialist – C2H

Senior Customer Success Manager

Enterprise Sales Account Manager

Customer Success Manager

VP of Operations – AI-Driven Transformation Leader

Pre-Sales Consultant, Implementation