First-line support contact for clients: troubleshoot and resolve inquiries, document and escalate incidents, manage ticketing and multi-channel support, assist product roll-outs, create client portal content (docs/videos), and collaborate to improve support processes and client satisfaction.

The Quality Assurance Analyst performs manual and automated testing throughout the software development lifecycle. Responsibilities include reviewing requirements, creating test plans and cases, executing functional, integration, regression, end-to-end, and exploratory tests, managing defects, maintaining automation suites, supporting CI/CD integration, and reporting quality metrics. The role also applies AI-assisted testing tools to improve test coverage, identify risks, analyze defects, and enhance QA processes while collaborating with product, development, and support teams.

Manage a portfolio of existing SaaS clients to drive adoption, retention, and expansion. Lead the End Month End program, run QBRs, identify upsell/cross-sell opportunities, manage renewals, track KPIs (NPS, retention, expansion), and collaborate with Product, Support, Implementation, Sales, and Engineering to resolve issues and advocate for clients.