• Diagnose & Clarify Operational Challenges • Identify and analyze breakdowns across onboarding, customer success, and support workflows. • Diagnose root causes of operational friction and translate them into clear, prioritized problem statements. • Partner with post-sale leadership to align on business definitions of success, service levels, and operating priorities. • Design & Implement Scalable Solutions • Translate diagnosed operational challenges into clear, prioritized system and process requirements aligned to business outcomes. • Design scalable workflows and operating models across onboarding, customer success, and support to reduce friction and improve reliability. • Implement solutions through Salesforce configuration where appropriate, or produce detailed technical requirements for implementation by the GTM Systems Architect or contractors. • Ensure reliable data capture, signal integrity, and consistent metric definitions across Salesforce and adjacent tools (telephony, chat, support platforms). • Partner with systems stakeholders to evolve solutions in scalable, extensible, and secure ways. • Partner with Success Leadership to proactively build salesforce processes to support scale, complexity, and new vertical expansion (e.g., Film & TV). • Operationalize & Scale Execution • Operationalize post-sale success metrics defined by Customer Success leadership, ensuring they are measurable and trusted in Salesforce as the system of record. • Support Customer Success–led WBR, MBR, and QBR cadences by ensuring dashboards and reporting are aligned to agreed definitions. • Ensure defined capacity assumptions and SLAs are observable in systems (without owning the underlying capacity model). • Reduce reactive firefighting by replacing manual coordination with durable workflows and automation. • Drive change management through documentation, enablement, and adoption support. • Partner with AI Engineering to define requirements for cross-system workflows, while maintaining Salesforce-native automation ownership.