Product Adoption Specialist

• Working towards becoming a Subject Matter Expert (SME)
• Developing standard processes within your areas of expertise and be a champion for their adoption
• Forging strong partnerships with customers and colleagues
• Managing the CAM engagement with a customer using strong project management practices while also developing solutions to business problems
• Taking ownership of your customer’s continued success by ensuring accurate adoption of the platform
• Engaging customers in enlightened business need discussions versus feature/function basics. Continually drive customers toward their strategic goal
• Providing a strong technical understanding of our product with the ability to discuss and demonstrate the full Coupa platform and how it may be configured to meet a customer’s business needs
• Building and/or improve templates, training and presentations
• Handling customers where up to 25% of your time may include travel

Customer Adoption Manager

Customer Retention Specialist

• Conducting high-volume outbound outreach to hundreds of existing customers daily via phone, with targeted SMS follow-ups.
• Identifying the right customers to target through data analysis and critical thinking.
• Engaging customers in meaningful conversations centered around the value and benefits of returning to the cryptocurrency kiosk platform.
• Educating customers on available products, value-added services, and customer benefits.
• Handling objections, competing offers, and customer concerns with confidence and empathy.
• Leveraging a broad range of sales strategies and marketing tools to create urgency and close re-engagement conversations effectively.
• Identifying trends and revenue opportunities within the existing customer base to drive growth.
• Maintaining accurate activity logs and customer interaction records in CRM tools.

Customer Retention Representative

Customer Success Manager

• Liderarás el ciclo post-venta de un portafolio de cuentas (mix Enterprise y SMB)
• Asegurar un time-to-value menor a 30 días
• Monitorear el health score de las cuentas, mitigar riesgos de churn de forma proactiva
• Construir business cases, negociar términos para cerrar renovaciones on-time

• As CRM Manager, you will play a critical role in leading the delivery of our CRM program across the Americas/EMEA/LAC/APAC region while driving major strategic initiatives on a global scale.
• You will collaborate with stakeholders worldwide to scale and enhance our CRM capabilities and provide direct line management to team members as required.
• In this role, you will take full ownership of the Americas CRM landscape and agenda, working closely with a global, cross-functional team to drive day-to-day CRM planning, management, and execution across the region.
• The primary focus will be to deliver sustainable growth through ongoing tactical and strategic campaign optimization, supported by regular performance analysis and clear communication of insights back to the business.
• Own and lead the end-to-end delivery and performance of the CRM program across the Americas/EMEA/LAC/APAC region.
• Set the strategic direction for the Americas/EMEA/LAC/APAC CRM agenda, driving efficient day-to-day planning, management, and execution.
• Champion a customer-first, value-led approach to CRM, aligned with best practice.
• Serve as the primary regional authority and escalation point for all CRM-related activity.
• Lead the scoping, planning, and execution of major data, technology, and marketing automation initiatives to advance CRM capability and impact.
• Own CRM performance analysis and reporting across the region, delivering clear, actionable insights and recommendations to inform strategy, optimization, and business decision-making.

CRM Manager

• Ejecutar y fortalecer la sistemática de medición y seguimiento de los indicadores asociados a campañas, iniciativas comerciales y acciones de gestión sobre clientes
• Transformar datos en información accionable para la toma de decisiones
• Análisis continuo de resultados, identificación de desviaciones, generación de insights y recomendaciones fundamentadas
• Consolidar, procesar y visualizar información proveniente de diferentes fuentes de datos

Associate II, CRM, Banca Minorista

• Impulsar el crecimiento y rentabilidad del portafolio de productos
• Asegurar decisiones basadas en datos para acciones comerciales
• Desarrollar modelos de segmentación avanzados y análisis de comportamiento

Associate I – CRM, Banca Minorista

• Serve as the primary contact for a portfolio of clients using HubSpot
• Develop and maintain strong, long-term client relationships
• Understand client business objectives and tailor HubSpot solutions to meet those needs
• Guide clients through onboarding and ensure successful implementation of HubSpot tools
• Provide ongoing support and training on HubSpot’s features and best practices
• Identify opportunities for clients to optimize HubSpot use and drive business growth
• Monitor client usage and success metrics, proactively addressing any issues
• Identify upsell and cross-sell opportunities to increase client spending and satisfaction
• Regularly communicate with clients to review progress, gather feedback, and update on new features
• Prepare and present reports on client performance and ROI from HubSpot
• Collaborate with internal teams to resolve client issues and deliver exceptional service

Implementation Specialist

• Design, implement, test, deploy, and document solutions using the Stonebranch family of products that meet business specifications and follow best practices.
• Design solutions using our UAC controller and its respective integration tools.
• Be a team player working directly with one or more Solution Engineers responsible for installing and deploying the software in the client infrastructure.
• Apply technical expertise to investigate and resolve software issues (troubleshooting & bug fixing).
• Understand, respect, and help enforce our Project Management practices.

Implementation Engineer – Autosys

Onboarding Specialist

• Manage the full onboarding lifecycle for high-volume merchant accounts across multiple acquirers
• Process applications from submission through activation and transaction readiness while meeting 24-hour SLA timelines
• Act as the primary point of contact for internal sales teams and acquirer underwriters
• Coordinate application completion, documentation accuracy, and timely approvals
• Review and audit merchant applications and supporting documentation before submission. Identify discrepancies, missing information, and potential issues to prevent rework and application pends.
• Complete accurate data entry across multiple acquirer portals.
• Maintain up-to-date records within Salesforce and internal tracking systems.
• Manage ongoing follow-ups, status updates, and active onboarding workflows.
• Document and share onboarding process updates, acquirer mandates, and operational changes with the team.
• Identify opportunities to improve onboarding workflows, SOPs, and overall operational efficiency.

Onboarding Specialist, Client Onboarding & Payment Operations

• Responsible for the design, implementation and support of Sutherland CISCO UCCE and CUCM platforms.
• Current platforms include Cisco ICM, CUBE, CISCO Call Studio, CVP, Omni-Channel solutions.
• Strong knowledge in CISCO UCCE, WEBEX Connect and Java.
• Responsible for working closely with the partnering groups within Sutherland to gather business requirements and ensure that our technical offering satisfies those requirements.
• Partners with the Business and Service Delivery team to assist with new Program solutions.
• Responsible for Engineering design documentation along with Runbooks for Operations.
• Partners with development/integrations team for platform support when needed.
• Develop monitoring solutions to provide proactive monitoring capabilities for the Infrastructure team.
• Conduct testing and develop disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
• Provide highest level of technical consultancy to ensure problem resolution is achieved in the shortest possible timeframe.
• Manages vendors on escalated issues and projects specific to your area of influence.
• Interacts directly with client related to issues, problems, or overall design.
• Mentors Engineers and IT Solutions Technicians on infrastructure related to area of influence.
• Willingness and ability to cross train others in the varying technologies related to area of influence.
• Design and lead the implementation of Infrastructure architecture based on enterprise business requirements and IT Strategies.

Implementation Engineer, Cisco, Omnichannel CX

• Provide exceptional customer support to payroll clients via phone, email, and chat
• Gather, enter, organize, and manage migration and onboarding data accurately
• Manage customer accounts and ensure timely onboarding through the customer success program
• Maintain detailed and accurate records of customer interactions, delivering data-driven insights to support business decisions
• Perform initial troubleshooting and triage of customer issues, escalating complex cases when necessary
• Proactively identify and resolve potential customer concerns before they escalate
• Develop and maintain expert knowledge of Hourly’s software products, payroll processes, and the insurance industry
• Support and process U.S.-based payroll operations with accuracy and attention to compliance requirements
• Communicate clearly, professionally, and effectively in both written and spoken English across all customer interactions
• Build strong client relationships by delivering a positive, solution-oriented customer experience
• Collaborate cross-functionally with internal teams to ensure customer success and satisfaction throughout the client lifecycle

Customer Success Associate

• Take ownership of new accounts immediately after the sale is closed; introduce the onboarding roadmap and set expectations.
• Consult with clients to collect all necessary content, images, and brand guidelines required for their AI website build.
• Work closely with the technical build team to ensure the project stays on schedule and aligns with the client’s vision.
• Conduct professional video walkthroughs of the completed website, managing revisions and obtaining final approval.
• Responsible for the final collection of payments and ensuring billing accounts are correctly established.
• Maintain detailed, real-time updates in the CRM to ensure the entire team has visibility into the project status.

Client Onboarding Specialist

• Own end-to-end onboarding for new SMB customers: discovery, success planning, implementation coordination, training, and go-live
• Manage an assigned portfolio of SMB accounts, using health scores and product telemetry to prioritize outreach and interventions
• Help customers design and optimize their partner/referral programs on our platform, including onboarding partners, building playbooks, and tracking performance
• Execute engagement touchpoints (email, in-app, webinars) to drive activation, feature adoption, and partner program utilization
• Act as the primary point of contact for your SMB accounts, handling day-to-day requests and light-touch business reviews focused on outcomes
• Identify and act on upsell and expansion opportunities in partnership with Sales
• Coach customers on best practices for activating connectors/partners and converting leads using Introzy's workflows and data
• Own and maintain the customer-facing help center: write and update articles, organize content, and ensure documentation stays accurate and useful as the product evolves
• Collect and relay customer feedback to Product and the broader CS team
• Contribute to the ongoing iteration of onboarding and retention playbooks

Client Success Manager

• Meet with clients to understand project goals and requirements for technology implementation.
• Schedule weekly project status calls and share detailed project plans with deliverables and deadlines.
• Run workshop sessions including journey mapping within online whiteboard tools and transfer outputs into process flow templates.
• Liaise with technology teams on integration requirements and facilitate communication with client stakeholders.
• Collaborate with clients to compile content and visual elements for implementation.
• Review client-provided content and recommend improvements based on platform capabilities.
• Configure client and journey-specific elements within the technology platform.
• Brief internal teams on journey builds or build approved journeys and content within the platform.
• Support testing, feedback cycles, and final edits prior to go-live.
• Create bespoke showcase journeys for training and internal engagement.
• Liaise with internal studio teams on design and content requirements, including quotations and deliverables.
• Deliver platform training and coaching to client project teams.
• Investigate and resolve platform-related questions and queries.
• Handover accounts to Account Managers post-implementation.
• Provide insights on additional journey opportunities and future roadmap planning.
• Track time accurately in project management tools against client and project codes.
• Establish and manage project scope, timelines, resources, and budgets.
• Contribute to proposals, quotes, and project documentation.
• Schedule and lead project kickoff meetings and ongoing check-ins.
• Assign tasks, monitor progress, and remove project roadblocks.
• Validate deliverables for accuracy and quality.
• Communicate progress updates and deliver final project summaries to clients.

• Serve as the primary point of contact for all assigned clients
• Manage and respond to client emails in a timely, professional manner
• Follow up on active projects with both clients and the internal fulfillment team
• Conduct client calls including onboarding sessions, check-ins, and project updates
• Lead the onboarding process for new clients, ensuring a smooth and positive experience
• Proactively identify client needs and flag potential issues before they escalate
• Attend internal team meetings twice per week
• Collaborate closely with the CEO, Fulfillment, and Marketing team.
• Prioritize client relationships based on urgency and strategic importance

• Lead and develop the Success Managers team: Act as the team’s point of reference: support their development, review their account management, provide direct feedback on how they are handling relationships, and ensure each Success Manager has clarity on expectations and how their performance is measured.
• Structure the handoff process with Acquisition: Design and operate the account transfer protocol from the Acquisition team — including all relevant client information, negotiation context, and agreed commitments — to ensure the relationship does not lose momentum during the transition.
• Deepen and expand assigned accounts: Identify within the existing client base which accounts have growth potential, what additional Supra services they could be using, and lead — alongside the team — the conversations that turn that potential into real revenue.
• Build relationships at the right level: Ensure the company maintains active contact with decision-makers in each strategic account — not just day-to-day operators. Relationships at the right level are what protect the company when issues arise or when clients are evaluating alternatives.
• Detect risk signals before it’s too late: Define the indicators that signal a client may be at risk of churn — decline in volume, changes in stakeholders, unresolved complaints — and activate retention protocols before the client decides to leave.
• Be the voice of the customer internally at the company: Translate insights from client interactions into actionable inputs for product, operations, and pricing. Not as complaints, but as business intelligence: what clients need but don’t currently have, what friction they are experiencing, and what would make them stay longer.
• Report on portfolio performance with precision: Keep team metrics up to date — NRR, churn, time to activation, account-level satisfaction — and present them with the necessary analysis so leadership understands not just the numbers, but what’s behind them.

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Customer Adoption Manager

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Customer Success Manager

CRM Manager

Associate II, CRM, Banca Minorista

Associate I – CRM, Banca Minorista

Customer Success Manager

Implementation Engineer – Autosys

Onboarding Specialist, Client Onboarding & Payment Operations

Implementation Engineer, Cisco, Omnichannel CX

Customer Success Associate

Client Onboarding Specialist

Client Success Manager

Customer Success Manager

Customer Success Manager

Customer Success Head