Eptura

Operations

• Lead solution design and implementation aligned to business requirements, ensuring quality delivery and accurate effort estimation
• Proactively identify operational challenges, drive root cause analysis, and resolve complex application and infrastructure issues end-to-end
• Mentor and upskill team members, sharing knowledge across cloud, AI/ML, and Windows platforms
• Drive continuous improvement through automation and the adoption of AI-assisted solutions in workflows and operations
• Evaluate and integrate Azure AI and ML capabilities (e.g., Azure OpenAI, Cognitive Services, Copilot) into cloud operations
• Manage and prioritize work within an agile environment, balancing incidents, infrastructure tasks, and delivery commitments
• Collaborate with cross-functional teams to ensure alignment between engineering, business, and operational goals
• Communicate technical decisions, risks, and progress clearly to stakeholders
• Contribute to cost optimization, access management, and governance across Azure environments
• Support DevOps best practices, including CI/CD pipelines, infrastructure management, and system reliability

Cloud Ops Lead

Administration

• Support the administration and configuration of Salesforce Service Cloud and Experience Cloud
• Troubleshoot and resolve end-user issues through the JIRA ticketing system
• Assist in configuring, testing, and deploying Salesforce enhancements aligned to business requirements
• Support the build and testing of Agentforce agents in line with approved scope and governance standards
• Contribute to configuration and testing of B2B eCommerce experiences in partnership with cross-functional teams
• Participate in process flow analysis and business process design activities
• Work within an agile sprint framework to deliver ongoing enhancements
• Provide input into effort estimates for assigned tasks
• Support users in building reports and dashboards
• Collaborate with internal development teams and business stakeholders

Associate Application Administrator

Customer Success Manager

• Manage a portfolio of approximately 10–14 strategic accounts, developing deep knowledge of each customer’s business, objectives, stakeholders, and success criteria.
• Serve as the primary post-sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
• Build strong, multi-threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high-stakes conversations when required.
• Own and consistently execute Eptura’s Strategic Customer Success Rhythm, including:
• Regular Cadence customer meetings
• Executive-facing Success Plans as living documents
• Quarterly Executive Business Reviews
• Growth and Risk Signals
• Ensure all success activities, plans, decks, notes, and actions are accurately logged and maintained in our CS CRM.
• Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
• Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
• Identify and communicate opportunities for cross-sell, upsell, and broader platform adoption, in partnership with Sales and Account Executives.
• Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
• Be a facilitator in escalations in line with Eptura’s formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
• Develop and execute Get-to-Green plans for at-risk accounts, keeping internal stakeholders and leadership informed throughout.
• Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long-term account strategy.
• Effectively assemble and lead cross-functional account teams to deliver outcomes and resolve complex customer challenges.
• Ensure accurate forecasting, renewal intent, and account status are maintained in our CS CRM.
• Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
• Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs, and Customer Success improvements.
• Actively contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation

Strategic Customer Success Manager

Sales

• Lead, coach, and develop high-performing Mid-Market, Enterprise, and SDR leaders and teams across EMEA, including DACH, to consistently achieve revenue objectives
• Own and execute the regional strategy with new logo acquisition as the top priority, while also driving expansion, cross-sell, and upsell across existing customers.
• Build strong alignment with Solutions Engineering, Marketing, Customer Success, RevOps, and Enablement to improve pipeline creation, conversion, customer expansion, and overall go-to-market execution.
• Drive forecast accuracy and pipeline discipline through rigorous inspection, deal reviews, and consistent use of sales tools and CRM processes.
• Embed and reinforce MEDDPICC across the organization to improve qualification quality, deal progression, and executive visibility into risk and upside.
• Partner with leadership to strengthen a high-performance, winning culture that raises the bar on accountability, pace, execution, and resilience in a fast-moving scale-up environment.
• Recruit, onboard, and retain top talent while establishing a strong bench of leaders capable of scaling the region over time.
• Personally engage in strategic deals, executive relationships, and priority accounts where leadership sponsorship can accelerate outcomes.
• Use data and insights to optimize territory design, coverage, productivity, conversion rates, and regional performance across segments.
• Provide regular business reviews, accurate forecasts, and actionable recommendations to senior leadership on performance, risks, and growth opportunities.

SVP, Sales – EMEA

Manager

• Develop partner strategies that exceed channel partnership goals and quotas.
• Accurately forecast channel revenue by leveraging your CRM skills.
• Use analytical skills to determine which verticals and markets work, and build on that experience.
• Be a passionate partner champion, providing world-class relationship development and thought leadership.
• Define tailored value propositions with partners and create detailed go-to-market plans that strengthen our market value and provide new revenue opportunities.
• Present our company's value proposition and position in the value chain to strategic partners and targets.
• Coordinate the enablement of sales, implementation, and support teams within strategic alliance partners on an ongoing basis.
• Build strong relationships with key individuals at the appropriate partner levels.
• Engage with large, global enterprise opportunities.
• Provide product, marketing, and solutions engineering feedback from the market back into the company.
• Develop individualized account plans with alliance partner sales and account teams.
• Conduct regular cadence meetings to manage pipeline, forecast, sales, and other business development and solutions.

Strategic Alliance Manager

Revenue Operations

• Design and deliver role-based enablement programs and curricula that improve onboarding, ongoing development and overall performance
• Identify the knowledge and skills required for successful outcomes of GTM roles
• Establish role-based curriculums and programs that drive knowledge and skill development
• Analyze performance data, participation trends, and feedback to provide leadership with insights and inform enablement program improvement/development while closely measuring impact
• Collaborate cross-functionally with Marketing, Product, and Operations to ensure consistent messaging, tooling, and processes
• Build relationships with key business stakeholders to aid in identifying ongoing needs
• Enable teams on product updates, customer engagement best practices, and value-based conversations that drive customer and revenue outcomes
• Design front line manager coaching tools that support field adoption and drive lasting change
• Drive scalability and consistency across global teams through standardized programs, tools, and frameworks

Revenue Enablement Manager

Full-stack Engineer

• Technical Troubleshooting & Issue Resolution – Address complex technical challenges in Archibus to ensure client satisfaction.
• Cross-Functional Collaboration – Work closely with teams across Technical Support, Cloud Operations, Development, and Professional Services to resolve issues effectively.
• Client Engagement & Support – Partner directly with customer and partner teams to facilitate smooth issue resolution.
• Product Support & Enhancements – Identify patterns in technical challenges and proactively optimize product performance.
• Performance Optimization & Live Monitoring – Ensure system reliability with proactive tracking and fine-tuning.
• Innovative Problem Solving – Apply creative thinking to develop effective solutions for technical challenges.
• Clear Technical Communication – Convey complex technical concepts to both technical teams and business stakeholders.
• Training & Documentation – Share knowledge internally, document best practices, and mentor team members.
• Bug Identification & Submission – Identify, document, and escalate software bugs for advancement to the Engineering team.
• Contribute to Engineering Hackathons – Bring fresh ideas and contribute to key initiatives.

Associate Technical Lead

Support Engineer

• Serve as the enthusiastic, customer-focused voice of Eptura, delivering world-class global support.
• Provide technical assistance through chat, phone, and email, ensuring timely triage and escalation of support tickets.
• Analyze issues, identify root causes, and deliver effective solutions or workarounds with minimal oversight.
• Manage a high volume of customer interactions across multiple channels while maintaining quality and professionalism.
• Become a subject matter expert in Eptura products and communicate technical solutions clearly and positively.
• Uphold quality standards related to case documentation, communication, and response time.
• Identify software bugs and submit detailed reports; collaborate with engineering teams on fixes and feature requests.
• Partner with Tier 2 Support Representatives, following incident management protocols and validating hotfixes.
• Participate actively in weekly departmental meetings to share insights, challenges, and suggestions.
• Create and maintain internal and external knowledge base articles to empower customers and support teams.

• Strategic Revenue & Deal Leadership
• Lead and scale a team dedicated to strategic enterprise customers, focused on long-cycle, outcome-driven sales motions.
• Personally engage in the company’s most strategic and complex opportunities, helping shape deal strategy, advance executive alignment, and close high-value enterprise agreements.
• Act as an executive sponsor for top-tier accounts, ensuring long-term value realization, retention, and expansion across Eptura’s portfolio.
• Drive multi-year, multi-product growth through disciplined account planning and expansion strategies.
• Sales Strategy & GTM Excellence
• Develop and execute a comprehensive North America enterprise sales strategy, aligned to Eptura’s overall GTM priorities.
• Continuously assess and optimize sales methodologies, infrastructure, and performance metrics to improve scalability and execution quality.
• Partner cross-functionally with Product, Marketing, Finance, Legal, and RevOps to align roadmap, messaging, pricing, and deal structures.
• Forecasting Accuracy & Revenue Predictability
• Own forecast accuracy and pipeline health for the Strategic Enterprise segment.
• Establish consistent expectations for deal inspection, MEDDPICC adherence, and opportunity rigor across the team.
• Leverage tools such as Clari, Salesforce, and 6sense, combined with sound judgment and inspection cadence, to deliver reliable weekly, monthly, and quarterly forecasts.
• Identify early risk signals, proactively address slippage, and drive accountability for forecast integrity at all levels.
• Provide senior leadership with clear, honest, and data-backed visibility into revenue performance, risks, and upside.
• Team Leadership & Talent Development
• Lead, coach, and inspire a team of enterprise sales leaders and account executives to achieve and exceed revenue goals.
• Deliver hands-on mentorship, including deal coaching, account strategy reviews, and executive-level selling guidance.
• Scale the organization through thoughtful hiring, onboarding, succession planning, and leadership development.
• Foster a culture of accountability, resilience, and continuous improvement.
• Enterprise Account & Customer Leadership
• Build and maintain trusted relationships with C-suite and senior decision-makers across strategic accounts.
• Ensure teams are selling to business outcomes, not just products—connecting Eptura’s solutions to customer priorities and transformation goals.
• Navigate complex stakeholder environments, including procurement, legal, security, and executive committees.

RVP, Sales – North America

• Manage a portfolio of accounts by thoroughly understanding growth drivers, identifying opportunities for growth, and managing risks.
• Meet and exceed net retention and gross churn targets for assigned accounts.
• Help customers translate their business use cases into company solutions.
• Manage customer stakeholders effectively and build long lasting relationships to leverage during difficult times.
• Act as the primary post-sale customer contact to guarantee successful onboarding, user adoption, and retention, i.e own the overall success of the account.
• Deliver all identified touches in the customer journey, including regular cadence success planning, and overall cadence.
• Leverage and help inform customer health analytics to identify customer expansion opportunities, churn risks, and impacts on customer satisfaction or value.
• Understand cancellations and document reasons.
• Effectively assemble and leverage internal cross-functional teams to deliver back-to-health plans for distressed customers including Professional Services, Support, Account Executives, and Renewals, as well as customer stakeholders and business partners.
• Identify patterns pre-emptively to improve the organizational usage and adoption of company solutions.
• Assist the renewal and account management teams in all renewal activities as needed.
• Collaborate with Customer Marketing to grow a library of customer success stories, testimonials, success stories, and online reviews.
• Contribute as necessary to the success of CS operations projects that are address gaps within the customer journey.
• Provide feedback and support to the enablement team in their new initiatives, as necessary.
• Maintain updated records and forecasting accuracy in all systems (Salesforce and CS management tool).

• Own a portfolio of accounts: Understand growth drivers, identify opportunities, and manage risks across your book of business.
• Achieve retention targets: Meet and exceed net retention and gross churn goals by quantifying customer business value and demonstrating ROI.
• Build strong stakeholder relationships: Develop long-term partnerships and navigate challenging conversations with confidence.
• Drive post-sale success: Lead onboarding, user adoption, and retention efforts to ensure overall account health.
• Execute customer journey touchpoints: Deliver roadmap reviews and cadence communications, logging all activity in CRM systems.
• Leverage health analytics: Use data to identify expansion opportunities, churn risks, and satisfaction drivers.
• Proactively manage account risks: Collaborate with stakeholders to mitigate risks and maintain customer health.
• Coordinate cross-functional support: Assemble internal teams to deliver recovery plans for distressed accounts.
• Identify usage patterns: Spot trends to improve organizational adoption of company solutions.
• Support renewals: Partner with renewal and account management teams as needed.
• Contribute to customer marketing: Help build a library of success stories, testimonials, and reviews.
• Participate in CS operations projects: Address gaps in the customer journey through strategic initiatives.
• Support enablement initiatives: Provide feedback and assistance to the enablement team.
• Maintain accurate records: Ensure forecasting and data integrity in Salesforce and CS tools.

Strategic Customer Success Manager, Partner Alliances

Project Manager

• Manage a portfolio of medium to large, complex SaaS implementation projects, ensuring alignment with scope, timelines, and customer objectives.
• Maintain project governance, documentation, risk logs, RAID logs, and delivery milestones.
• Serve as the primary project point of contact after contract execution, establishing trust and accountability with customer stakeholders.
• Facilitate ongoing communication to ensure clarity on goals, tasks, and dependencies.
• Develop comprehensive project plans, incorporating scope, resource assignments, timelines, and communication strategies.
• Lead regular status meetings, track progress, and adjust plans proactively as business needs evolve.
• Coordinate efforts across Professional Services, Product, Support, Sales, and Customer Success to ensure seamless delivery.
• Escalate risks appropriately and ensure mitigation strategies are understood and executed.
• Identify risks, manage project issues, and proactively resolve blockers to maintain project momentum.
• Provide transparent communication around project health, including executive updates when needed.
• Facilitate workshops, discovery sessions, and readiness assessments to ensure preparedness for go‑live.
• Oversee user acceptance testing (UAT), data readiness, workflow validation, and platform configuration checkpoints.
• Manage cutover and go‑live planning with precision, clarity, and focus on minimizing disruption.
• Ensure deliverables meet quality standards, contractual expectations, and best practice frameworks.
• Continuously evaluate process improvements and efficiencies across the delivery lifecycle.
• Guide customers toward meaningful usage milestones that drive value realization and long‑term engagement.
• Collaborate with Customer Success to ensure a seamless handoff post‑implementation.