GLORY

Lead and manage a team to deliver customer solutions, ensuring project success and customer satisfaction, while developing best practices and leveraging data for continuous improvement. | Requires 5-7+ years in professional services or consulting leadership, with experience in hardware, connectivity, and software solutions, and strong communication and influence skills. | Manager, Customer Operations Consulting Department: Service - Field Service Employment Type: Permanent - Full Time Location: United States/Remote Reporting To: VP, Professional Services Compensation: $88,000 - $125,000 / year Description Lead Operations Consulting to deliver fit-for-purpose solutions to prospects, customers, and partners in a cohesive, expeditious, repeatable, scalable, and profitable way Facilitate the achievement of all established project/program/POC metrics (goals/success criteria/KPIs/ROI) agreed to by Sales Engineers and prospects/customers/partners Decrease Proof of Concept (POC) length and increase POC conversion rates. Ensure the execution of the Production roll-out of the final solution goes smoothly by documenting, communicating, and memorializing the final solution (post POC) and handing off a comprehensive solution, to the Product Operations team, that can be executed by the rest of the organization Establish best practices, establish metrics, and collect and analyze data and feedback from prospects, customers and partners in order to leverage data into actionable insight/tasks/enhancements Manage prospects’, customers’, and partners’ perceptions of their relationship with the Glory brand resulting from all their interactions with solutions during projects/programs/POCs Key Responsibilities · Responsible for leading a team of professionals who serve as a tactical and supportive partner for current and prospective customers, focused on building loyalty to ensure long-term customer retention · Builds strong relationships with customers and monitors the customer experience to ensure they are optimizing Glory’s product(s) · Possesses in depth knowledge of Glory product and solution value propositions to ensure proper customer education of product/solution capabilities · Lead and manage the Operations Consulting team in assisting prospects/customers with POCs and transformation initiatives · Establish, develop and implement measurable and revenue generating customer consulting efforts executed by the Operations Consulting team · Drives ongoing process improvements to deliver world class customer support · Strategic and tactical project ownership · Exercising risk and issue management with consistency and tact · Ensuring successful go-lives and customer satisfaction throughout all projects/programs/POCs · Focused on prospect and customer success including, but not limited to, validating solutions (SOP validation, create/modify training docs, perform DIL and QA testing), achieving ROI, SME participation in project management process (readiness, logistics, TTT training and installation) for all POCs · Receiving/socializing/getting approval for/documenting/executing/monitoring all configuration changes for POCs · Document all requests for configuration changes and enhancements during POC, facilitate review by Product Managers and Steering Committee, track configuration and enhancement requests through to fruition, and manage prospects’ and customers’ expectations regarding configuration changes and enhancement requests · Memorialization of final solution (h/s/d solution set, all h/s/d configurations, all SOP & training docs), handoff/knowledge transfer to Product Standards Mgr for POCs and new product/solution trials Skills, Knowledge & Expertise Education Level: Bachelor’s degree or equivalent experience in business, customer support, sales, business development or related area Qualifications: · 5-7+ years leading a team of professional services/consulting, technical sales, or business development professionals in a fast-paced organization · Demonstrated commercial mindset and ability to develop and manage operational relationships with prospects, customers, and partners · Experience implementing and supporting complex hardware, connectivity and software technology solutions and products to customers and internal teams · Proven track record leading the implementation of new customer and business growth opportunities REQUIRED SKILLS AND COMPETENCIES · A true passion for customers · Skilled at influence management, with strong leadership, team and cross-functional collaboration skills · Possess excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at prospects, customers, and partners · Proven ability to communicate mission critical information in a timely manner tactfully and diplomatically yet with a sense of urgency in order to keep all parties executing against customer expectations and requirements · Previous experience evolving large-scale proofs of concept from pre-sales, to testing, to successful implementation · Ability to adapt to ever-changing business environments · Ability to manage influence through persuasion, negotiation, and consensus building · Strong customer advocate with the ability to handle escalated situations successfully to conclusion. · Analytical problem solver with process-oriented mind-set · Able to ensure that projects are being documented appropriately to mitigate risk and to be delivered on time. · Able to travel as needed to support the needs of the business REMOTE WORK EXPECTATIONS: This is a remote role, requiring strong self-management, virtual collaboration skills, and occasional travel for team meetings or client engagements. Maintain regular working hours aligned with U.S. time zones and team schedules. Communicate effectively across virtual platforms. Demonstrate accountability and proactive collaboration in a remote environment. Participate in virtual meetings, training sessions, and occasional in-person events or workshops (travel up to 10%). Job Benefits Glory is proud to share that our benefit package ranks in the top 25% across the country! Benefits: 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield MDLive – 24/7 Virtual Doctor plus a Nurse Line Dental insurance Vision insurance FSA / Dependent Care Voluntary Life Insurance Basic Life insurance and AD&D – Company paid Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service Paid Sick days based on City/State requirements Paid Holidays – 9 to 11 days based on start date Professional development assistance Education assistance Adoption Assistance Legal and ID Theft plans Annual Bonus opportunity Opportunities for internal promotions/career advancement

Troubleshoot and repair high-speed cash-handling equipment at customer sites, manage parts and tools, and ensure customer satisfaction. | Experience in electro-mechanical repair, electrical engineering knowledge, ability to lift 50 pounds, and a valid driver's license. | Field Service Technician - Boston, MA Department: Service - Field Service Employment Type: Permanent - Full Time Location: United States/Field based Reporting To: District Service Manager Compensation: $25.00 - $30.00 / hour Description ROLE PURPOSE As a Field Service Technician, you are the face of GLORY. As a member of the GLORY Field Service team, you will be empowered to: Directly manage all aspects of customer service and care with our clients Independently troubleshoot and repair a variety of high-speed cash-handling equipment Track and manage parts/tools Stay abreast of changes in technical and functional elements of GLORY equipment GLORY OFFERS: 401k plan with company nonelective contribution and employer match Paid Parental Leave, Comprehensive Benefit Package including tuition and adoption assistance, Bonus Opportunities, & Career Advancement PAY RANGE: $25 - $30 an hour Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. WORK SCHEDULE: Days: Friday - Tuesday Time: 8am - 5pm or 9am to 6pm Main Responsibilities Ensure overall customer satisfaction Diagnose system problems and make repairs Keep customer apprised of progress during maintenance or a down system situation Complete machine installations, Engineering Change Notices that affect system upgrades, and Hardware /Software upgrades that may require technical assistance Any other job responsibilities as assigned within scope of position. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified Adhere to safety guidelines and policies, complete required Environmental Health & Safety training, timely reporting of any job site accidents (for an injury or property damage) Skills, Knowledge, & Expertise REQUIRED EDUCATION AND QUALIFICATIONS Education Level: Currently enrolled in or completed professional studies in electro-mechanics, electrical engineering, or equivalent work experience Certificates in related fields, i.e. mechanics, electronics, automation, data processing preferred Qualifications: Excellent customer service and communication skill Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication Logical trouble shooting skills and capability to isolate problems at PCB or component level Ability to effectively work with electric schematics, logic diagrams, mechanical drawings AC/DC power distribution, and digital/analog circuitry Experience repairing high-speed paper handling machines such as check sorters, mail sorters, currency sorters; ATM’s or copier machines experience is preferred 3-5 years of technical field service repair experience preferred, i.e. aviation, medical equipment, vending machine repair, and/or military repair experience Hold a Valid Driver’s License While some computer knowledge is required, this position is focused electro-mechanical repair The ideal candidate may possess some PC knowledge. However, this position is not intended for IT or help desk professionals REQUIRED SKILLS AND COMPETENCIES A company van is provided, and you will drive from your home daily to our customer sites. Therefore, it is critical that you live within a reasonable commute from the assigned territory Must be able to lift up to 50 pounds without assistance Must be able to sit and/or stand for long periods of time, as well as be able to frequently kneel, bend, squat, sit and twist Must be able to work at all our customer sites as needed including financial institutions, casinos (gaming licensing may be required after the time of hire), truck stops, recreational parks, retail stores etc. Ability to work weekends and/or holidays on a rotational basis to accommodate business needs Must be available for an on-call rotation, typically once every 3 to 5 weeks including evenings and weekends, 24/7 might be necessary on rare occasions Must be able to drive to customer sites during working hours Occasional travel outside your assigned territory including air and overnight travel may be necessary Ability to accommodate limited accessibility at a job site Ability to work autonomously with minimal supervision Benefits Glory is proud to share that our benefit package ranks in the top 25% across the country! Benefits: 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield Paid Parental Leave MDLive – 24/7 Virtual Doctor plus a Nurse Line Dental insurance Vision insurance FSA / Dependent Care Voluntary Life Insurance Basic Life insurance and AD&D – Company paid Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid Paid Vacation – start with a prorated amount of hours your first year depending on start date. Earn 80 vacation hours during your first full year and vacation hours increase based on years of service. Paid Sick days based on City/State requirements Paid Holidays – 9 to 11 days based on start date Professional development assistance Education assistance Adoption Assistance Legal and ID Theft plans Annual Bonus opportunity Opportunities for internal promotions/career advancement Company Vehicle/Insurance – this benefit only applies to certain positions Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted. Third Party Agencies Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role. Physical Demands and Work Environment Statement The employee must regularly lift and /or move up to 50 pounds without assistance. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands and finger, handle, or feel; reach with hands and arms, and talk or hear. The employee is required to stand; walk and stoop, kneel, squat, sit, and twist. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.

Build and maintain customer relationships, advocate for customer needs, support onboarding and adoption, monitor customer health, and collaborate internally to improve customer satisfaction. | Strong communication skills, experience in account management or customer success, familiarity with CRM and support tools, analytical and project management skills, and ability to handle multiple projects. | Customer Success Account Manager Department: Service - Service Support Employment Type: Permanent - Full Time Location: United States/Remote Reporting To: Vice President, Customer Success Account Management Compensation: $85,692 - $107,115 / year Description The Customer Success Account Manager role builds and maintains strong customer relationships to ensure they achieve their goals with the company's products or services, which drives customer retention and satisfaction. Key responsibilities include proactive client communication, onboarding, issue resolution, strategic planning, gathering feedback, and advocating for the customer internally. They monitor customer health metrics, identify risks, and work with internal teams to improve the customer experience Key Responsibilities MAIN RESPONSIBILITIES Relationship management: Build and maintain long-term relationships with key customer stakeholders by serving as their primary point of contact. Customer advocacy: Act as the "voice of the customer" internally, communicating their needs, feedback, and pain points to other teams like sales, product, and support. Proactive support: Regularly check in with customers to monitor their progress, ensure they are getting value, and resolve issues before they become major problems. Strategic guidance: Help customers define and achieve their business goals by creating success plans, providing product recommendations, and guiding them on best practices. Onboarding and adoption: Guide new customers through the onboarding process and ensure they have the resources and training to effectively use the product or service. Risk management: Monitor customer health metrics, identify potential risks for churn, and develop strategies to retain business and drive retention. Reporting and feedback: Generate customer success reports, track key performance indicators (KPIs), and report on customer outcomes. Internal collaboration: Work closely with sales, technical support, product, and other teams to ensure smooth product delivery and to address customer feedback. OTHER DUTIES MAY INCLUDE · Maintain accurate customer solution data in the installation database. · Manage the renewal process for service contracts. · Provide regular reporting on service calls, preventive maintenance, and overall service performance. · Define and manage customer-specific reporting requirements and schedules. · Coordinate invoice and payment processes with internal teams. · Distribute product bulletins and updates to customers. · Communicate shipment status of products and services. · Collaborate with internal departments to address and resolve customer requests. · Provide updates on installation project progress and escalated issues. · Customer escalation point-of-contact for assigned accounts · Cultivate and maintain relevant customer relationships within client’s organizations to insure smooth delivery of products, services and payment. · Responsible for tracking, reporting and improving customer SLA’s and KPI’s · Responsible for conducting monthly/quarterly/annual account performance reviews · Regular review and reporting on any account-related credits or invoicing collection efforts · Effectively communicate account strategies ensuring consistent execution across all regions · Develop and provide responses to customer-related RFPs & RFIs as assigned · Ensure long term development and retention of assigned strategic customers · Other tasks as directed by the Vice President of Customer Success Account Management Skills, Knowledge & Expertise REQUIRED EDUCATION AND QUALIFICATIONS Communication and interpersonal skills: Strong abilities to build rapport and communicate effectively with customers and internal teams. Account Management Skills: Experience in contract negotiations, presenting to and interfacing with senior-level operational executives is a must. Technical proficiency: Familiarity with CRM software, Smartsheet, and other customer support tools. Analytical skills: Ability to analyze customer data to understand trends and inform strategies. Project management: Skills to manage multiple client projects simultaneously. Sales/Service acumen: Understanding of sales principles to identify opportunities for upsell or cross-sell and End User service-related principles. Problem-solving: Ability to identify and proactively solve customer pain points. Travel: may include up 50% Education: A bachelor's degree in a related field, such as Business or Marketing, is preferable and/or equivalent experience. Job Benefits Glory is proud to share that our benefit package ranks in the top 25% across the country! Benefits: · 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution · Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield · Paid Parental Leave · MDLive – 24/7 Virtual Doctor plus a Nurse Line · Dental insurance · Vision insurance · FSA / Dependent Care · Voluntary Life Insurance · Basic Life insurance and AD&D – Company paid · Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid · Paid Vacation – start with a prorated amount of hours your first year depending on start date. 80 vacation hours earning your first full year and vacation hours increase based on years of service · Paid Sick days based on City/State requirements · Paid Holidays – 9 to 11 days based on start date · Professional development assistance · Education assistance · Adoption Assistance · Legal and ID Theft plans · Annual Bonus opportunity · Opportunities for internal promotions/career advancement

Manage customer service, troubleshoot and repair high-speed cash-handling equipment, and manage parts/tools. | Experience or education in electro-mechanics or electrical engineering, with skills in troubleshooting, working with schematics, and physical repair of mechanical/electrical devices. | Field Service Technician - 2nd shift and Weekends - South Bay, CA Department: Service - Field Service Employment Type: Permanent - Full Time Location: United States/Field based Reporting To: District Service Manager Compensation: $25.00 - $30.00 / hour Description ROLE PURPOSE: As a Field Service Technician, you are the face of GLORY. As a member of the GLORY Field Service team, you will be empowered to: Directly manage all aspects of customer service and care with our clients Independently troubleshoot and repair a variety of high-speed cash-handling equipment Track and manage parts/tools Stay abreast of changes in technical and functional elements of GLORY equipment GLORY OFFERS: 401k plan with company nonelective contribution and employer match Paid Parental Leave, Comprehensive Benefit Package including tuition and adoption assistance, Bonus Opportunities, & Career Advancement PAY RANGE: $25 - $30 an hour Actual pay will be adjusted based on job-related factors permitted by law, such as experience and training; education; geographic location; licensure and certifications; market factors; departmental budgets; and responsibility. A 10% shift differential will be paid for working 2nd shift hours. WORK SCHEDULE: Days: 2nd shift - Friday - Tuesday Time: 2pm - 10pm Main Responsibilities Ensure overall customer satisfaction Diagnose system problems and make repairs Keep customer apprised of progress during maintenance or a down system situation Complete machine installations, Engineering Change Notices that affect system upgrades, and Hardware /Software upgrades that may require technical assistance Any other job responsibilities as assigned within scope of position. The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified Adhere to safety guidelines and policies, complete required Environmental Health & Safety training, timely reporting of any job site accidents (for an injury or property damage) Skills, Knowledge & Expertise REQUIRED EDUCATION AND QUALIFICATIONS Education Level: Currently enrolled in or completed professional studies in electro-mechanics, electrical engineering, or equivalent work experience Certificates in related fields, i.e. mechanics, electronics, automation, data processing preferred Qualifications: Excellent customer service and communication skill Working knowledge of personal computers especially Microsoft Office, navigation across network sites and email communication Logical trouble shooting skills and capability to isolate problems at PCB or component level Ability to effectively work with electric schematics, logic diagrams, mechanical drawings AC/DC power distribution, and digital/analog circuitry Experience repairing high-speed paper handling machines such as check sorters, mail sorters, currency sorters; ATM’s or copier machines experience is preferred 3-5 years of technical field service repair experience preferred, i.e. aviation, medical equipment, vending machine repair, and/or military repair experience Hold a Valid Driver’s License While some computer knowledge is required, this position is focused electro-mechanical repair The ideal candidate may possess some PC knowledge. However, this position is not intended for IT or help desk professionals REQUIRED SKILLS AND COMPETENCIES A company van is provided, and you will drive from your home daily to our customer sites. Therefore, it is critical that you live within a reasonable commute from the assigned territory Must be able to lift up to 50 pounds without assistance Must be able to sit and/or stand for long periods of time, as well as be able to frequently kneel, bend, squat, sit and twist Must be able to work at all our customer sites as needed including financial institutions, casinos (gaming licensing may be required after the time of hire), truck stops, recreational parks, retail stores etc. Ability to work weekends and/or holidays on a rotational basis to accommodate business needs Must be available for an on-call rotation, typically once every 3 to 5 weeks including evenings and weekends, 24/7 might be necessary on rare occasions Must be able to drive to customer sites during working hours Occasional travel outside your assigned territory including air and overnight travel may be necessary Ability to accommodate limited accessibility at a job site Ability to work autonomously with minimal supervision Pay Range and Benefits Glory is proud to share that our benefit package ranks in the top 25% across the country! Benefits: 401(k) Retirement Plan with Fidelity – 2.5% Base contribution paid toward your retirement by Glory even if you do not participate. Plus, Glory matches 3% up to 6% of your contribution Health insurance – 3 medical plans to choose from. High, Medium and Low deductible through Blue Cross Blue Shield Paid Parental Leave MDLive – 24/7 Virtual Doctor plus a Nurse Line Dental insurance Vision insurance FSA / Dependent Care Voluntary Life Insurance Basic Life insurance and AD&D – Company paid Short Term Disability / Long Term Disability / Employee Assistance Program – Company paid Paid Vacation – Start with a prorated amount of hours your first year depending on start date. Earn 80 vacation hours during your first full year and vacation hours increase based on years of service. Paid Sick days based on City/State requirements Paid Holidays – 9 to 11 days based on start date Professional development assistance Education assistance Adoption Assistance Legal and ID Theft plans Annual Bonus opportunity Opportunities for internal promotions/career advancement Company Vehicle/Insurance – this benefit only applies to certain positions Disclaimer The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified. An Equal Opportunity / Affirmative Action Employer / An E-Verify Employer It is the policy of Glory Global Solutions, Inc. to provide equal opportunity for all qualified persons and not to discriminate against any applicant for employment because of race, color, religion, national origin, sex, age, disability, protected veteran status, or any other status protected by federal, state or local law governing the Glory Global Solutions, Inc. location to which this application is submitted. Third Party Agencies Unsolicited resumes will not be accepted by Glory. Should an agency choose to send unsolicited resumes, Glory reserves the right to review such resumes but will not be held liable for any fees/charges associated with a candidate hire except where a formal written agreement is in place between Glory and the Agency to source candidates for a specific role. Physical Demands and Work Environment Statement The employee must regularly lift and /or move up to 50 pounds without assistance. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. While performing the duties of this Job, the employee is regularly required to sit; use hands and finger, handle, or feel; reach with hands and arms, and talk or hear. The employee is required to stand; walk and stoop, kneel, squat, sit, and twist. The ability to read, complete simple math calculations, and withstand moderate amounts of stress are important in achieving job objectives.