LeadVenture™

Customer Support

• Provide first level technical support to external customers for LeadVenture software applications, including proprietary software, email and website support
• Take customer calls, emails and chats as assigned and respond to customer requests in a timely and accurate manner
• Participate in after-hours on-call rotation as needed
• Manage (triage) incoming requests from both internal and external parties
• Effectively troubleshoot requests that are unclear or do not include enough details
• Facilitate workflow for more complex tasks which require graphical updates and/or advanced development work
• Initiate, update, track and close tickets through work order system within standard timelines
• Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures
• Recognize, document and alert the supervisor of trends in customer calls and issues
• Recommend process improvements
• Perform additional responsibilities as assigned

Technical Website Support Specialist

Product Manager

• Own the definition, implementation, and adoption of features across lifecycle and automated marketing products
• Build, prioritize, and maintain the team backlog for sprint iteration planning
• Translate customer requirements and product vision into clear epics and user stories
• Partner with engineering, marketing operations, and channel specialists for product features
• Participate in architectural discussions, identify dependencies, edge cases, and cross-team impacts
• Communicate risks, trade-offs, and progress across Engineering, UX, Security, and Leadership
• Support sprint planning, backlog grooming, and story refinement; deliver business-focused sprint demos
• Build relationships with key stakeholders to ensure designed solutions meet expectations
• Define and track success metrics to measure the effectiveness of delivered features
• Monitor product usage and user feedback to inform future development

Product Owner

• Guide a team of account managers to build strong customer relationships
• Ensure customers get maximum value from TCS software
• Provide guidance and mentorship to Customer Care Representatives
• Serve as primary point of contact for key accounts
• Collaborate with internal departments for timely issue resolution
• Regularly assess customer satisfaction and improve retention

Customer Care Supervisor

Communications

• Draft and manage corporate communications, including press releases, executive announcements, and company-wide updates.
• Support internal and external communications tied to mergers, acquisitions, and major corporate milestones.
• Develop and maintain corporate messaging frameworks that ensure clarity, consistency, and alignment across audiences.
• Draft proactive and reactive customer communications, including messaging during service disruptions or product issues.
• Own and manage online review responses across multiple brands and platforms (BBB, Google, Facebook, Capterra, G2, etc.), ensuring timely and thoughtful engagement.
• Develop and lead a structured review strategy — including how LeadVenture asks for reviews, responds to feedback, and monitors public reputation.
• Maintain a playbook of tone standards and response protocols that ensure consistency across brands and teams.
• Monitor public sentiment and surface reputation trends to leadership with actionable recommendations.
• Lead communications planning and campaign coordination for mergers, acquisitions, and other major corporate events.
• Support campaigns tied to public and professional reputation — including initiatives that shape how customers, partners, and prospects perceive LeadVenture and all the go-to-market brands.
• Bring structure and organization to how the company communicates at scale, ensuring milestones and deliverables stay on track.
• Own and manage LeadVenture and all the go-to-market brands' corporate-level social media presence with clear, well-crafted content aligned to brand voice and business objectives.
• Develop and maintain a social media content calendar that reflects corporate priorities, milestones, and thought leadership.
• Partner with brand and marketing teams to ensure corporate social is coordinated with broader campaigns and announcements.

Communication Specialist

Marketing

• Define and own the overarching customer marketing strategy — establishing the vision and systems that unify the customer experience across brands into a cohesive, loyalty-driving engine.
• Establish lifecycle KPIs and reporting frameworks that track engagement, adoption, renewal, and expansion performance.
• Build documentation, workflows, and prioritization systems that reduce reactive, ad-hoc execution and increase clarity across teams.
• Serve as the strategic connective tissue across all customer-facing functions — Sales, Customer Success, Customer Experience, Support, and Implementation — ensuring coordinated, consistent lifecycle programs.
• Partner with Product Marketing, Brand Marketing, and Growth Marketing to align on messaging and execution.
• Create enablement materials that support Customer Success and Sales in renewal and expansion conversations.
• Architect and scale the full customer lifecycle — onboarding, adoption, upsell, retention, and advocacy.
• Define clear lifecycle stage definitions and design structured customer journeys tied to behavior, product usage, and engagement signals.
• Develop segmentation strategies and multi-touch nurture programs that reinforce value and drive long-term loyalty.
• Build and own churn mitigation and renewal reinforcement playbooks in close partnership with Customer Success.

Senior Customer Marketing Manager

Product Marketing

• Own positioning and messaging for products and solutions across priority markets and verticals
• Translate product capabilities into clear customer value and outcomes
• Lead GTM planning and execution for new products, features, and enhancements
• Equip Sales and BDR teams with the tools they need to win
• Create competitive battlecards and objection handling resources
• Develop deep understanding of ICPs, buyer personas, and customer journeys
• Act as a connective tissue across teams to ensure clarity and consistency

Product Marketing Manager

Implementation Specialist

• Lead end-to-end implementations of server-based software solutions from kickoff through launch
• Configure and validate software inputs and settings in customer-managed or internally hosted environments
• Use Microsoft Excel to support software implementation activities, including data preparation, validation, and configuration
• Serve as the primary point of contact for your assigned accounts, ensuring customers receive an exceptional experience
• Regularly assess customer satisfaction, identify potential risks, and take proactive steps to improve retention
• Continuously expand your knowledge of our software and the tire/auto shop industry to better serve our customers
• Define and manage implementation timelines with customers, including scheduling and driving launch dates
• Plan, schedule, and conduct setup and training sessions to ensure successful implementation delivery
• Communicate implementation requirements, task ownership, and progress to customers and internal implementation teams
• Coordinate cross-functional implementation activities to meet customer and organizational timeline expectations
• Guide customers on product best practices to ensure effective adoption and long-term success

Implementation Specialist – Contractor

Director

• Own and evolve the enterprise systems strategy aligned to LeadVenture’s growth and value creation plan
• Lead, coach and develop a high-performing Internal Systems team
• Architect and optimize our Salesforce ecosystem, including: Sales Cloud Service Cloud & Service Cloud Voice Self-Service Portals Marketing Cloud CPQ AI capabilities (Einstein/Agentforce and/or 3rd party applications)
• Drive integrations with Azure Data Lakes and enterprise data infrastructure
• Establish governance, data integrity, and scalable architecture standards
• Partner with executive leadership to prioritize initiatives, negotiate trade-offs, and balance competing business needs
• Lead systems evaluation, integration, and migration efforts for acquired companies as we standardize our tech stack

Director of Business Applications

Accounting Manager

• Manage the monthly close process
• Review monthly GAAP financial statements
• Oversee GL, AP, commissions, and foreign accounting teams
• Manage corporate bonus calculations and payouts
• Provide support to HR and payroll functions as finance liaison
• Collaborate with external auditors
• Participate in the ongoing development of accounting policies and procedures

Senior Manager, Accounting

• Manage the monthly close process, including ensuring all costs incurred are properly recorded
• Review journal entries, reconciliations, consolidating and reviewing flux commentary for global operations
• Review monthly GAAP financial statements
• Review quarterly bank reporting requirements
• Oversee GL, AP, commissions, and foreign accounting teams ensuring team success
• Manage corporate bonus calculations and payouts
• Provide support to HR and payroll functions as finance liaison
• Collaborate with external auditors and manage internal teams to ensure successful audit results and compliance
• Participate in the ongoing development and establishment of accounting policies and procedures to align with operational strategies, including change management
• Continued focus on improving system efficiencies and business practices
• Supervise and manage a team of Accountants, Senior Accountants, and Managers to support the Controller in ensuring the team is motivated and has proper support

Product Adoption Specialist

• Help ensure effective use of the organization’s implementation of Salesforce and related applications
• Drive adoption and return on the organization’s investment in CRM
• Reinforce user best practices to ensure effective/reliable reporting by working with targeted user groups on business processes supported in our systems and coordinating new feature roll-outs
• Act as a liaison for specific business groups across the organization, specifically the Sales and Customer Success teams
• Work closely with the Salesforce System Administrator(s) and other members of the Enterprise Systems Team to support the growing and evolving needs of the organization
• Proactively work with the Sales and CS teams to develop and implement new Salesforce functionality, strategies and programs
• Partner with others on the Enterprise Systems team to translate user feedback into feature/functionality improvements
• Document business processes supported by the Salesforce ecosystem and recommend improvements
• Design and deliver training materials, documentation, and enablement programs
• Identify adoption barriers and proactively address resistance to change
• Champion best practices and standard workflows across user groups
• Support solution deployments, feature rollouts, and change communications
• Serve as the voice of the user, advocating for usability and value realization
• Coordinate applicable training library
• Respond to special requests for Views, Reports and Dashboards

Enterprise Systems Adoption Specialist

Support Engineer

• Provide second level technical support for customer software applications, including proprietary software, email and website support.
• Sign into the email, phone, and chat queues and take calls, chats or emails as assigned and respond to customer requests in a timely and accurate manner.
• Initiate, update, track and close tickets through work order system.
• Complete and maintain all required paperwork, records, documents and tech support logs according to established procedures.
• Recognize, document and alert the supervisor of trends in customer calls and issues.
• Escalate complex issues to appropriate staff.
• Recommend process improvements.
• Perform additional responsibilities as assigned.

Technical Support Specialist

Account Manager

• Hunting for Opportunities: sniffing out fresh business prospects through various channels
• Building Bridges: forging strong relationships with clients and delivering tailor-made solutions
• Showcasing Solutions: conducting consultations and demos to showcase services
• Team Player: collaborating with internal teams to develop customized marketing strategies
• Master of Analysis: monitoring and optimizing digital marketing campaigns
• Sales Dynamo: aiming high and exceeding sales targets

Technical Website Support Specialist

Product Owner

Customer Care Supervisor

Communication Specialist

Senior Customer Marketing Manager

Product Marketing Manager

Implementation Specialist – Contractor

Director of Business Applications

Senior Manager, Accounting

Senior Manager, Accounting

Enterprise Systems Adoption Specialist

Technical Support Specialist

Upsell Territory Manager – Dealer SaaS