Assured Benefits Administrators

• Own the complete renewal lifecycle for an assigned portfolio of domestic and international customers. • Engage customers proactively well in advance of contract expiration. • Forecast renewal outcomes and maintain an accurate renewal pipeline. • Lead commercial renewal negotiations while protecting recurring revenue and minimizing churn. • Coordinate cross-functional teams to address customer issues that could impact renewals. • Identify upsell, cross-sell, and expansion opportunities within existing customer accounts. • Partner with Customer Success and Sales teams to develop account growth strategies. • Present additional products, services, and licensing options aligned with customer business needs. • Drive expansion revenue while maintaining high levels of customer satisfaction. • Develop strong relationships with customer stakeholders across technical, operational, and executive levels. • Understand customers' business objectives and align commercial solutions accordingly. • Serve as the primary commercial point of contact during renewal and expansion discussions. • Manage commercial escalations, contract negotiations, and pricing discussions. • Maintain accurate customer and opportunity data within the CRM. • Forecast monthly, quarterly, and annual renewal and expansion revenue. • Track and report key metrics, including: Gross Revenue Retention (GRR), Net Revenue Retention (NRR), Annual Recurring Revenue (ARR), Renewal Rate, Churn Rate, Expansion Revenue, and Pipeline Coverage. • Work closely with: Customer Success, Sales, Product Management, Finance, Legal, and Operations to ensure timely contract execution, smooth customer transitions, and an exceptional customer experience.

• Own the complete renewal lifecycle for an assigned portfolio of customers. • Proactively engage customers well in advance of contract expiration. • Forecast renewal outcomes and maintain an accurate renewal pipeline. • Negotiate renewal terms while protecting revenue and minimizing churn. • Coordinate internal stakeholders to resolve issues that may impact renewals. • Identify upsell, cross-sell, and expansion opportunities within existing accounts. • Partner with Customer Success and Sales to develop account growth strategies. • Present additional products, services, and licensing options aligned with customer needs. • Drive expansion revenue while maintaining high customer satisfaction. • Build trusted relationships with key customer stakeholders. • Understand customer business objectives and align solutions to support their success. • Act as the primary commercial contact during renewal and expansion discussions. • Manage escalations related to commercial agreements and contract negotiations. • Maintain accurate opportunity data in CRM. • Forecast monthly, quarterly, and annual renewal and expansion revenue. • Monitor KPIs including: • Gross Revenue Retention (GRR) • Net Revenue Retention (NRR) • Renewal Rate • Churn Rate • Expansion Revenue • Pipeline Coverage • Work closely with: • Customer Success • Sales • Finance • Legal • Product Management • Operations • Ensure timely contract execution and seamless customer transitions.

• Drive revenue through strategic US channel partners, including, but not limited to: - CDW - SHI - Presidio - GuidePoint Security - CompuNet • Establish and expand executive and field-level relationships within assigned partner accounts • Build and execute structured enablement plans that result in measurable pipeline and deal progression • Coordinate cross-functional resources (SEs, support, leadership) to accelerate partner success • Own forecast accuracy and pipeline discipline within Salesforce • Meet and exceed revenue targets through partner-sourced and partner-led opportunities • Lead joint business planning with clear performance metrics and accountability • Recruit and onboard net-new partners that meet defined qualification thresholds • Maintain strong channel alignment and effectively manage deal flow within program guidelines

• Establish productive, professional relationships with key personnel within assigned partner accounts • Build and execute partner enablement and training plans for key partners across the assigned territory • Coordinate the involvement of company personnel, including support, services, and management resources, to meet partner performance objectives and expectations • Take full responsibility for accurate sales forecasting by demonstrating an in-depth understanding of the sales cycle and maintaining updated records in Salesforce • Meet and exceed sales quotas and revenue goals • Lead joint partner planning processes that establish mutual performance objectives and critical milestones in collaboration with distribution resources (sales, support, etc.) • Thrive in a high-volume low-end and mid-market sales environment • Manage potential channel conflict by fostering excellent communication internally and externally, while adhering to Portnox’s channel program guidelines • Drive the adoption and sales of new technologies within the assigned territory • Proactively recruit and onboard new qualifying partners

• Deliver on-site and off-site Portnox professional services, including product deployment, configuration, health checks, optimization, training, and troubleshooting. • Own customer relationships and ensure they achieve desired outcomes, realizing the value of their investments in Portnox solutions. • Proactively identify and prioritize customer issues, develop actionable plans, and drive them to successful completion. • Collaborate with customers to create and implement customer success plans that align with their business and technical objectives. • Establish relationships with customers through regular meetings to understand their environments and how Portnox solutions can meet their needs. • Create customer deliverables (QBRs, upgrade plans) suitable for diverse stakeholders, from senior executives to end-users. • Coordinate activities with the assigned Adoption Engineer to enhance customer engagement and success. • Partner closely with sales, product management, engineering, and customer support teams to ensure exceptional customer satisfaction. • Stay updated on product capabilities, configurations, and integrations through training and lab work. • Identify and recommend new customer service opportunities to sales and customers, fostering expansion and renewal opportunities. • Manage account escalations effectively with internal stakeholders, ensuring positive outcomes in stressful situations. • Occasional travel required, up to 15% of the time for onsite customer engagements and meetings.

• Design, develop, and maintain **CI/CD pipelines** to support automated software delivery and deployment. • Manage and optimize cloud infrastructure using **Azure services** such as Azure Kubernetes Service (AKS), Azure DevOps, Azure Functions, Azure Cloud Services, and Azure Virtual Machines. • Implement **Infrastructure as Code (IaC)** using **Terraform, ARM templates**. • Monitor system performance, troubleshoot issues, and optimize cloud resources to ensure **high availability, scalability, and security**. • Collaborate with **development teams** to improve software deployment processes and implement DevOps best practices. • Set up and manage **containerized environments** using **Docker and Kubernetes**. • Ensure security best practices, including **identity and access management, network security, and compliance **within Azure. • Automate operational processes and support **incident response** and resolution. • Contribute to the **observability and monitoring strategy**, leveraging tools like **Azure Monitor, Prometheus, Grafana, or ELK Stack**.

• Utilize a solution sales approach to selling and creating value for customers • Prioritize opportunities and apply and manage appropriate resources • Add net new accounts and grow existing accounts • Track all customer details including use-case, time frames, success criteria, red flags and forecasting in Salesforce • Meet and exceed pipeline generation and revenue targets • Self-generate pipeline opportunities through proactive relationship selling and outbound prospecting • Manage qualified opportunities through the entireity of the sales process • Provide remote or in-person presentations and high-level product demos to mid-level and senior stakeholders • Maintain a strong, in-depth understanding of Portnox solutions and network and endpoint security market • Collaborate on new methods or strategies to help the sales team reach monthly goals for product revenue to increase company profitability • Become a valuable and helpful resource in all interactions with customers and create a friendly reputation in the industry • Present information about company offerings during trade shows or other large events to potential customers.

• Utilize a solution sales approach to selling and creating value for customers • Prioritize opportunities and apply and manage appropriate resources • Add net new accounts and grow existing accounts • Track all customer details including use-case, time frames, success criteria, red flags and forecasting in Salesforce • Meet and exceed pipeline generation and revenue targets • Self-generate pipeline opportunities through proactive relationship selling and outbound prospecting • Manage qualified opportunities through the entirety of the sales process • Provide remote or in-person presentations and high-level product demos to mid-level and senior stakeholders • Maintain a strong, in-depth understanding of Portnox solutions and network and endpoint security market • Collaborate on new methods or strategies to help the sales team reach monthly goals for product revenue to increase company profitability • Become a valuable and helpful resource in all interactions with customers and create a friendly reputation in the industry • Present information about company offerings during trade shows or other large events to potential customers.

• Own and lead high-severity (Sev 1) customer issues end-to-end, driving structured investigations and clear root cause identification • Act as the senior technical authority on enterprise escalation calls, setting direction and next steps • Serve as the escalation gatekeeper by reviewing and approving all escalations to Engineering, ensuring completeness, clarity, and strong reproduction steps • Validate logs, packet captures, and troubleshooting work before escalation — no premature or vague tickets • Act as the primary technical interface between Support and Engineering, translating customer impact into actionable technical detail • Participate in post-incident reviews and ensure learnings are captured and shared • Guide and mentor Technical Support Engineers and Senior TSEs on complex issues, reinforcing structured troubleshooting and a reproduction-first mindset • Influence documentation quality and contribute to knowledge sharing across the team • Act as the named escalation authority for enterprise customers, providing clarity and confidence during high-pressure situations • Set and uphold technical standards for escalation quality across the Support organization

• Own the look, feel, and layout of the site — clean, on-brand, and optimized for conversion. • Build and iterate on pages with a mobile-first mindset across all screen sizes and devices. • Partner with marketing on landing pages, product pages, and campaign assets. • Build and maintain pages using HTML, CSS, JavaScript, and WordPress. • Manage plugins, integrations, and third-party tools with an eye on performance and security. • Resolve technical issues — broken links, slow load times, cross-browser bugs — proactively. • Execute on-page and technical SEO: schema markup, meta tags, URL structure, Core Web Vitals. • Collaborate with content and PMM teams to ensure pages are structured for search visibility. • Monitor and improve site speed using PageSpeed Insights, GTmetrix, or Lighthouse. • Optimize content structure for AI-driven search (Google SGE, Perplexity, ChatGPT search). • Use AI tools to accelerate production — copy, imagery, A/B testing, CRO analysis. • Own conversion rate optimization (CRO) as a core deliverable — continuously testing and improving CTAs, page layouts, and user flows to drive pipeline. • Run A/B tests and translate data into concrete site improvements. • Track and report on traffic, engagement, and conversions via GA4 and Google Search Console.