Leads the global Customer Support function, establishing service levels, escalation processes, KPIs, reporting, training, and operational standards. Partners with Engineering, Product, Customer Success, Professional Services, and Implementation to resolve complex issues and improve response and resolution times. Builds scalable support operations, develops team capabilities, creates knowledge resources, and applies AI-assisted workflows and automation to improve customer experience and support efficiency.

Generate qualified sales pipeline through outbound prospecting and inbound lead coverage. Research accounts, personalize outreach across email, phone, and LinkedIn, qualify prospects, book discovery meetings, and hand off opportunities to account executives. Maintain accurate Salesforce activity, notes, attribution, and stages; follow outreach cadences, report weekly activity and pipeline metrics, and collaborate with the Business Development Manager and sales team to improve targeting and messaging.

Lead North American demand generation strategy and integrated campaigns across digital, paid media, email, content syndication, partners, and events. Own lead lifecycle management, marketing technology, budgets, attribution, and performance reporting. Partner with Sales, SDRs, RevOps, and marketing teams to grow qualified pipeline, revenue, conversion rates, and sales velocity. Manage or mentor team members while building scalable programs and fostering experimentation and continuous optimization.