INNERGY

IT Support

• Manage and resolve client issues through Intercom and Microsoft Dynamics while meeting SLAs
• Communicate complex technical concepts clearly and empathetically
• Diagnose and resolve issues related to INNERGY Design, Microvellum Toolbox, and AutoCAD-based integrations
• Support CAD integration, library configurations, and manufacturing workflows
• Tag and label “How-do-I” tickets to train Intercom AI
• Analyze ticket history and patterns to improve AI accuracy and reduce manual intervention
• Develop and maintain reusable responses, how-to articles, and best-practice documentation
• Create detailed, reproducible bug reports from client issues
• Collaborate with Engineering and Product teams to drive fixes
• Track recurring issues and share insights for product improvements
• Tag and categorize tickets for reporting and analytics
• Identify trends and refine support workflows
• Maintain client satisfaction above defined benchmarks
• Contribute to reductions in manual ticket volume through AI training and documentation

Technical Support Specialist

Onboarding Specialist

• Manage onboarding for new clients by setting expectations, defining milestones, and tracking progress
• Integrate learning opportunities into onboarding and collaborate with the Content Creation team on training resources
• Monitor client health using data and progress tracking
• Identify and address onboarding challenges early
• Keep clients engaged and motivated to adopt INNERGY processes and best practices
• Maintain clear client communication and document interactions for cross-team visibility
• Develop strategies to overcome limited engagement or resistance to change
• Gather client feedback and share insights to refine onboarding strategies and training priorities

Revenue Operations

• Build and lead the operating system behind INNERGY’s go-to-market organization
• Bring Sales, Marketing, Customer Success, and Finance together around a common revenue strategy, consistent data, scalable processes, and accountability
• Lead annual and quarterly revenue planning, including capacity modeling, territory and coverage strategy, quota planning, productivity assumptions, and resource allocation
• Establish performance expectations and KPIs across revenue-generating functions
• Build scenario models to assess risks, opportunities, and investment tradeoffs
• Own revenue forecasting methodology and operating cadence
• Improve forecast accuracy and visibility into pipeline, bookings, retention, expansion, and revenue performance
• Develop executive dashboards and reporting
• Establish consistent definitions and a trusted source of truth for revenue metrics
• Design and continuously improve the end-to-end customer lifecycle
• Identify process gaps, friction, and revenue leakage across the go-to-market organization
• Establish stage definitions, handoffs, SLAs, ownership, and operating standards
• Own strategy and governance for the go-to-market technology ecosystem, including CRM, marketing automation, customer success, analytics, and revenue tools
• Partner with IT and functional leaders on integrations, architecture, automation, and data governance
• Drive automation and responsible use of AI
• Analyze pipeline coverage, conversion, win rate, sales cycle, ARR, GRR, NRR, churn, expansion, CAC, productivity, and forecast accuracy
• Partner with Finance to align operational forecasts and financial planning
• Build and develop a high-performing Revenue Operations organization
• Establish operating rhythms and serve as a strategic thought partner to executive and functional leaders
• Establish a trusted and scalable revenue operating system within the first year

Vice President, Revenue Operations

Manager

• Own the Oceania commercial number across new business, expansion and retention
• Set regional strategy, operating plan and segment focus for the AU/NZ joinery market
• Own the regional budget and deliver a forecast for leadership planning
• Own regional contribution margin, including revenue, direct costs and local cost base
• Build and run the regional operating rhythm, including pipeline reviews, account planning, escalation handling and cross-functional alignment
• Drive pipeline health, forecast accuracy and deal strategy with Sales Leadership
• Drive time-to-value, adoption, renewal and support quality for AU/NZ customers
• Solve the time-zone gap between the regional customer base and US-based support
• Shape hiring profiles and participate in recruiting, interviewing, hiring and performance conversations
• Build trust with global functional leaders and escalate alignment issues
• Define what it means to work at INNERGY in the Oceania market
• Represent INNERGY through education, associations, industry events, partnerships and local market narrative
• Serve as Oceania’s voice to product and leadership regarding regional needs

Technical Support Specialist

Onboarding Specialist

Vice President, Revenue Operations

General Manager