Avenu Insights & Analytics

Marketing

• Own and drive Neumo's national event strategy and annual operating model
• Allocate a significant national field-marketing budget across products, territories, and business units
• Co-own event-driven pipeline and retention outcomes with Sales and business-unit leaders
• Launch and scale Neumo's flagship annual customer conference planned for Q2 2027
• Own conference strategy, experience design, registration, partner/sponsor program, supplier contracts, and P&L
• Plan and manage logistics for sales kickoff, President’s Club, and other strategic go-to-market meetings
• Build, lead, and grow the events team
• Protect and amplify Neumo's brand across events
• Oversee venue, booth, shipping, staffing, and collateral logistics
• Own the event-management system and improve processes through software adoption and AI-enabled tooling
• Report on event performance and connect activity to pipeline and closed-won revenue
• Build and oversee the multi-million-dollar budget, forecast spend, negotiate contracts, and demonstrate ROI
• Design a high-conversion lead-to-opportunity flow from events
• Serve as executive escalation point with vendors and venues
• Partner with Sales Development and Inside Sales to convert booth meetings into discovery and demo calls
• Align event programming with business, territory, and retention strategies
• Partner with HRBP on hiring, headcount planning, compensation actions, career pathing, and workforce planning
• Define team structure, reporting lines, role scope, and career paths
• Set growth plans, coach employees, provide feedback, and create stretch opportunities
• Lead performance management and address performance gaps
• Build a culture of accountability and ownership

Director, Field Marketing

Customer Support

• Resolve complex and escalated customer inquiries regarding Neumo services and programs as a tier-two Customer Care resource
• Explain processes and procedures for loading and changing material associated with self-service terminals, including exception scenarios
• Conduct research and root cause analysis to address inquiries and prevent repeat issues
• Provide accurate and timely information through effective problem resolution
• Make independent escalation decisions and engage support, field operations, or management when appropriate
• Serve as a subject matter expert on Neumo programs, services, and systems
• Support onboarding, training, and side-by-side coaching of new and developing associates
• Contribute to knowledge base articles, call scripts, and standard operating procedures
• Identify recurring customer-contact trends and recommend process, tooling, or documentation improvements
• Maintain customer confidentiality and comply with applicable privacy regulations
• Remotely access equipment to troubleshoot advanced hardware and software issues
• Dispatch and coordinate with field technicians, prioritizing time-sensitive or high-impact service calls
• Provide coverage and informal shift leadership during peak volume, after-hours, or on-call periods

Senior Customer Care Technician

Customer Success Manager

• Deliver end-to-end renewal execution through partnership with Business Unit leads and the extended account team
• Lead the designated territory and support customer retention and annual revenue and growth targets
• Spearhead renewal negotiations and drive incremental revenue
• Connect with customers regularly virtually and in person to become a trusted advisor
• Establish strong customer relationships based on customer requirements and commitment to value
• Encourage accounts to become Neumo references
• Develop account plans supporting revenue targets and sustainable growth through demand generation, pipeline, and opportunity management
• Understand each customer’s needs and strategic growth plans
• Apply knowledge of Neumo contract terms and mutually beneficial negotiation methods
• Leverage internal resources for contract creation, pricing, closing, and bookings
• Present Neumo industry, line-of-business, technology, consulting, and business process outsourcing solutions in sales pursuits
• Understand competition and position solutions effectively
• Maintain a current, disciplined rolling pipeline
• Leverage Marketing, IAE, partner, and channel organizations to funnel pipeline into the assigned territory
• Orchestrate Neumo and partner resources for product and service deployment
• Ensure account teams and partners understand account strategies and are prepared for customer touchpoints and events
• Maintain accurate customer and pipeline information in the CRM system
• Support Neumo promotions and territory events
• Perform other duties as assigned