Owns complex Tier 2 and Tier 3 customer support issues for SaaS products, using SQL, logs, sandboxes, and cloud infrastructure knowledge to troubleshoot and resolve problems. Builds customer relationships, documents cases in Zendesk, coordinates with Development, QA, Implementation, and Product teams, mentors junior support staff, contributes to knowledge-base content, and improves support processes. The role also supports implementation-to-production transitions and applies AI tools to enhance support workflows.

Supports the Legal Department by drafting, reviewing, and redlining SaaS contracts; preparing amendments and RFP responses; managing contract intake, storage, exceptions, obligations, renewals, and compliance tracking; and using CLM and AI-enabled tools to improve workflow efficiency. Collaborates with Sales, Finance, and other business units to enable rapid contracting while maintaining risk controls and contributes to legal operations process improvements.

Leads complex customer implementations and Professional Services engagements from planning through completion. Owns scope, schedules, budgets, governance, quality, and communications while coordinating cross-functional teams and executive stakeholders. The role also mentors Project Managers, facilitates steering committees, leverages AI to improve delivery effectiveness, and strengthens project management standards and customer delivery practices.