Neumo

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 the Neumo 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 event performance and ROI by goal, event type, product, territory, and business unit
• Build and oversee the multi-million-dollar budget, including forecasting and contract negotiation
• 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 programs with business, territory, and retention strategies
• Partner with HRBP on hiring, headcount, compensation, career pathing, and workforce planning
• Define team structure, reporting lines, role scope, and career paths
• Set growth plans, coach employees, deliver feedback, and create stretch opportunities
• Lead performance management and 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 non-standard and exception scenarios
• Conduct in-depth research and root cause analysis to answer customer inquiries and prevent repeat issues
• Provide accurate and timely information through effective problem resolution
• Exercise independent judgment on escalations and engage next-level 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 to leadership
• Maintain customer confidentiality while complying with applicable privacy regulations
• Remotely access equipment to troubleshoot and resolve 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 as needed

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 to deliver revenue targets and sustainable growth through demand generation, pipeline, and opportunity management
• Understand customer 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
• Bring Neumo industry, line-of-business, technology, consulting, and business process outsourcing solutions to sales pursuits
• Understand competitors and position solutions against them
• Maintain a rolling, current pipeline and move opportunities through the pipeline
• Leverage Marketing, IAE teams, Partners, and channels to build territory pipeline
• Orchestrate Neumo and Partner resources for product and service deployment
• Ensure account teams and Partners understand account strategy 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

• 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 virtually and in person to become a trusted advisor
• Establish customer relationships based on knowledge of 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 customers’ needs and strategic growth plans
• Apply knowledge of Neumo contract terms and mutually beneficial negotiation methods
• Navigate contract creation, pricing, closing, and bookings using internal resources
• Present Neumo industry, line-of-business, technology, consulting, and business process outsourcing solutions
• Position solutions effectively against competitors
• Maintain a current, progressing rolling pipeline
• Leverage Marketing, IAE, Partner, and channel organizations to generate territory pipeline
• Orchestrate Neumo and Partner resources for product and service deployment
• Prepare account teams and Partners for customer touch points and events
• Maintain accurate customer and pipeline information in the CRM system
• Support Neumo promotions and territory events
• Perform other duties as assigned