TAXWELL

• Advocate for customers
• Offer easy guidance for tax preparation

Tax Programmer

Product Marketing

• Develop and execute product marketing plans for Drake Software products.
• Lead cross-functional meetings, drive alignment, and share strategic updates with stakeholders and leadership.
• Become the in-house product expert within marketing, gaining hands-on knowledge of Drake’s solutions and translating complex features into clear, compelling value propositions for tax and accounting professionals.
• Plan and execute product launches and marketing campaigns that drive awareness, adoption, and customer loyalty across the Drake portfolio.
• Monitor competitors and industry trends to inform positioning, pricing, and differentiation.
• Oversee the creation of high-quality marketing assets — including whitepapers, case studies, blog posts, and presentations — to support sales and marketing initiatives.
• Partner with the Sales team to develop tools, training materials, and resources that help communicate product value and address customer needs.
• Track the effectiveness of sales enablement initiatives and adjust strategies to improve performance.
• Identify and act on opportunities to improve conversion and upsell rates across digital channels, product experiences, and sales materials.
• Work closely with Product, Sales, Customer Success, and Creative teams to ensure unified storytelling, aligned priorities, and impactful customer experiences.
• Define key success metrics, analyze performance results, and use data-driven insights to refine future strategies and optimize marketing impact.

Senior Manager, Product Marketing

Customer Success Manager

• Lead a team of data analysts to proactively identify and prepare data needs for defined marketing strategies.
• Partner with Data Platform, Advanced Analytics, and Product teams to ensure data availability, cleanliness, and alignment with marketing requirements.
• Design and implement internal process improvements for scalability, data delivery, data retention and automation.
• Build and manage data pipelines for optimal extraction, transformation, and loading (ETL) across AWS, SQL, and related technologies.
• Represent Marketing’s data needs in cross-functional planning and sprint sessions.
• Redesign and optimize the CRM data request and intake process.
• Collaborate with CRM Strategy and Operations teams to develop and execute targeted, automated campaigns.
• Build and maintain dynamic segmentation within Salesforce Marketing Cloud (SFMC) Automation Studio for improved efficiency and personalization.

Manager, CRM Data

Security Operations

• Receive incident escalations from monitoring team and assist with real-time advanced analysis, response, and reporting
• Mentor and assist in training analysts to aid in their skills development and analytical capabilities
• Proactively hunt for threats and enacting identification, containment, and eradication measures while supporting recovery efforts
• Point person for coordination with appropriate parties during a security incident – client, management, legal, security, operations, etc
• Create thorough reports and documentation of all incidents and procedures, presenting findings to team and leadership on a routine basis
• Supports detection capabilities and refines process through alert validation
• Performs threat hunting and proactive incident response
• Completes follow-through to ensure quality forensic materials are captured, preserved and documented along with details and timelines of events and recommendations to avoid future occurrences
• Assist in the general maintenance and improvement of processes and/or playbooks
• Conduct research regarding the latest methods, tools, and trends in digital forensics analysis
• Conduct analysis using logs, previous alerts, etc. to identify trends to identify and prevent potential incidents
• Ingest data from multiple sources and aggregate client metrics

Senior Security Ops Analyst – Incident Response

Customer Support

• Diagnose, troubleshoot, and resolve inquiries from tax professionals via phone
• Interview end users to collect information and lead users through diagnostic and troubleshooting procedures
• Identify, research, isolate, and resolve the majority of user problems
• Partner with designated staff for advanced support on intricate issues and escalate as needed
• Accurately document and track all customer interactions and resolutions and follow up on unresolved problems
• Maximize positive relationships and customer experience by delivering exceptional, empathetic service
• Adhere to established best practices, procedures, scripts, and management direction
• Maintain consistent, reliable attendance and adherence to scheduled shifts
• Support Drake Software customers by providing tools and support tax professionals need to build their businesses

Customer Service Representative

IT Support

• Provide frontline technical support to end users via phone and internal helpdesk portal
• Uphold established security policies and protocols to protect the organization’s assets and resources
• Perform end user account provisioning and onboarding for new employees and contractors
• Gather information from end users to accurately diagnose and resolve a variety of technical issues
• Handle issues escalated from Tier I IT Helpdesk staff and escalate unresolved complex issues as appropriate
• Work closely with other helpdesk technicians and systems administrators to research and diagnose technical issues and collaborate on projects
• Analyze reported issues to determine potential severity and scope and report to IT Helpdesk Manager and IT Systems Director as needed
• Accurately document relevant details and issue resolution within support tickets submitted via internal helpdesk portal
• Participate in rotating evening/night and weekend on-call shifts as scheduling requires
• Perform other related duties as assigned or requested

Tax Programmer

Senior Manager, Product Marketing

Manager, CRM Data

Senior Security Ops Analyst – Incident Response

Customer Service Representative

Help Desk Technician II