Teams at AppDirect

Serve as the first point of contact for customer and partner support inquiries across tickets, chats, and email. Troubleshoot account, provisioning, billing, and integration issues; document cases thoroughly; escalate complex problems; maintain knowledge resources; meet SLA, CSAT, and first-contact resolution targets; and identify recurring product issues for operational improvement.

Own end-to-end product marketing for a business unit, including go-to-market strategy, positioning, launches, success metrics, customer advocacy, expansion programs, analyst relations, competitive intelligence, pricing analysis, and roadmap input. Partner cross-functionally with product, sales, customer success, and marketing leaders to align priorities, influence decisions, and support pipeline and revenue growth.

Manages a portfolio of SaaS customer accounts, driving onboarding, adoption, retention, renewals, and expansion. Develops account growth strategies, conducts stakeholder check-ins and quarterly business reviews, analyzes engagement and revenue metrics, advocates for customer needs, prioritizes feature requests, and coordinates with support teams. The role focuses on helping customers achieve business objectives, generate revenue, and realize measurable value from PartnerStack.