Rundoo

Customer Support

• Provide exceptional support via Intercom chat, email, and phone
• Resolve diverse technical issues including POS troubleshooting, inventory sync problems, accounting reconciliation
• Perform data analysis and reconciliation work using spreadsheets
• Collaborate with Engineering to communicate customer issues and submit bug reports
• Leverage AI-assisted tools to improve response quality
• Contribute to knowledge base by documenting solutions and creating help articles
• Maintain metrics including resolution time and customer satisfaction

Product Support Specialist

Account Manager

• Own and grow the referral program. Run the quarterly incentive campaigns that keep partner reps sending us stores (a recent referral contest returned $7 for every $1 spent), the standing rewards ($50 per qualified meeting, $500 per sign), a conference-season booth-selfie incentive, and an affiliate / content-referral track that also earns Rundoo backlinks and AEO/SEO visibility.
• Map and own the partner universe. You will build and own relationships with roughly twenty partners across Paint, Hardware, Farm & Feed, Lawn & Garden, and Lumber. For each one, know the rep contacts, the marketing-manager contact, the exec contact, the last touch, the ARR it has generated, and what is still on the table.
• Build relationship with each partner. Rep level (referrals and enablement), marketing-manager level (rate cards, member e-blasts, mailers, magazines, and sponsored placements in their regular member communications), and, with leadership, the exec level.
• Turn partner spend into pipeline. Work with the Head of Marketing and Events Specialist to negotiate per-partner rate cards and marquee packages, and run case studies, referral promos, and special offers through them. The thesis: a serious commitment to a marquee partner should return multiple large deals.
• Enable Account Executives. With the Data Science team, turn partner-rep contact, territory, and coverage data into the maps tool AEs use (who covers which store, who's active, and the introduction path), and coach partner reps on value-based selling and pricing discipline so referrals arrive better-qualified.
• Run per-vertical partner campaigns. Pre-show invites, social announcements, ads, email blasts, and post-show follow-up, unified per partner in the Campaigns DB (a paint-partner campaign this month, a hardware-partner campaign next).
• Own a growing partner-sourced sales pipeline number. Expand the definition of a partner opportunity from your direct referrals to any partner channel-sourced opportunity, and move the north star to partner-sourced pipeline and closed-won ARR.
• Land the credibility moments. Get our CEO and customers onto the trade podcasts run by partners, and use announcements and case studies as a partner-facing credibility moment.

Partner Growth Manager

Client Partner

• Own a book of live stores and the simple outcome on it: they stay, and they're glad they did
• Keep every stoplight honest — an accurate 🟢/🟡/🔴 read on each client at all times
• Work the cadence — green every month, yellow every two weeks, red daily until resolved
• Catch risk before it's a red — read the early signals and get ahead of them
• Run the save when an account slips — find the real root cause and pull it back to green
• Turn client pain into product signal — file clear bugs and requests
• Partner with Product Support on escalations — you own the relationship, they own the fix
• Take clean Steady handoffs from Implementation and carry the relationship from there
• Turn healthy clients into advocates — references, case studies, the stores a prospect calls to check us out
• Keep Salesforce current so the stoplight snapshot reflects reality

Product Support Specialist

Partner Growth Manager

Client Success Manager