Provi

Account Manager

• Managing a large portfolio of Distributor Partners and serving as a highly responsive, organized point of contact for day-to-day questions and requests
• Driving adoption of Provi’s core tools by communicating best practices through written outreach, quick calls, and scalable trainings
• Monitoring distributor performance metrics, identifying risks or opportunities at scale, and taking action to drive active retailers and GMV
• Partnering closely with Support and internal teams to help resolve issues efficiently while maintaining distributor trust and momentum
• Identifying opportunities to expand usage of Provi tools through consistent, value-driven touchpoints
• Owning the distributor contract renewal process across a large portfolio, ensuring timely renewals and identifying opportunities for standard price adjustments while maintaining strong retention and satisfaction

Distributor Account Manager

Support Engineer

• Serve as a technical escalation point within the Support team; responsibilities include incident diagnosis, root cause analysis, and troubleshooting technical issues related to active integrations
• Escalate and collaborate on complex issues with Engineering teams when necessary
• Efficiently address tickets related to our clients’ essential business functions, and maintain the ability to clearly communicate complicated technical issues and resolutions to both internal and external stakeholders
• Independently prioritize issues based on defined criteria
• Achieve team KPIs of a median Time to Resolution under 48 hours and First Response Time under 1 hour
• Escalate and collaborate on complex issues with Engineering for quick resolution when necessary
• Document customer interactions and resolutions accurately in our support ticketing system
• Work with Support Leadership to recognize usage trends and opportunities for more efficient customer service
• Collaborate cross-functionally with Product, National Implementations, and the Distributor team by logging feature enhancements, connecting with account managers, staying up-to-date on distributor offerings and industry trends, etc.
• Contribute to self-service internal and user documentation to enhance training resources

Distributor Account Manager

Technical Support Specialist