Keyfactor

• Defines, monitors, and adjusts project scope and timelines as necessary. • Schedules, coordinates, and leads meetings and working sessions for team members and customers. • Conducts customer meetings via video and voice calls, promoting active participation. • Acts as an escalation point for project issues and initiates resolution. • Ensures the company meets legal obligations through contract interpretation. • Leads daily customer-facing interactions via Teams/Zoom calls and emails. • Advances projects by collaborating with clients and internal resources. • Efficiently utilizes Delivery teams and their skill sets to prioritize and manage projects. • Uses Keyfactor’s conversation flow and technical terminology for clear, concise communication. • Leads the development of processes and procedures to create scalable standards. • Assists in determining and tracking team KPIs. • Acts and speaks on behalf of the company, making autonomous decisions and encouraging teammates to do so. • Prioritizes customer satisfaction, resulting in referenceable accounts. • Serves as the primary point of contact for approximately 12-16 complex enterprise projects simultaneously. • Reports and escalates issues to management as needed. • Ensures project data in Salesforce and project management tools is up to date.

• Designs and implements architectural solutions for specific products. • Works with engineering teams to ensure alignment with business objectives and technical standards. • Develop and guide the implementation of product architectures. • Provide expertise on architecture-related issues and decisions. • Work with engineering and product teams to ensure alignment with technical requirements. • Implement and promote innovative architectural practices. • Help establish and maintain architectural standards and best practices. • Ensure thorough documentation of architectural designs. • Work closely with the Quality Assurance teams and participate in QA efforts when needed. • Conduct code reviews, pull requests and ensure adherence to coding standards. • Participate in internal and external product support when needed. • Engage in Agile ceremonies and contribute to iterative development processes. • Prototype and validate proposed architectural solutions to evaluate feasibility, performance, and scalability before full-scale implementation.

• Lead cross-functional teams in designing and delivering tailored solutions to meet customer requirements. • Provide strategic leadership in designing and implementing solutions for large-scale projects. • Drive innovation and thought leadership in customer engagements. • Collaborate with Sales teams on pre-sales activities. • Serve as a key escalation point for complex technical issues. • Lead the design and architecture of enterprise-level solutions. • Identify and mitigate risks in solution implementations. • Actively contribute to the improvement of service delivery processes. • Mentor and coach junior team members. • Engage with customers to understand their business challenges and objectives. • Represent the company at industry events and conferences.

• Establish a centralized pricing function with clear ownership, decision rights, and governance processes across product, sales, partners, revenue operations, finance, and marketing. • Define and document pricing principles and review cadences for pricing and packaging changes. Ensure pricing is treated as a strategic lever at the executive level, not an ad‑hoc or reactive activity. • Lead the evolution of pricing models and packaging structures aligned to customer segments and value delivered. • Own value metric selection, ensuring metrics are simple, defensible, and aligned to customer outcomes. • Partner with Product to influence roadmap prioritization using pricing and monetization insights. • Define and refine customer segments and geographies to ensure pricing/packaging clarity by segment - building deep understanding of willingness‑to‑pay and value drivers per segment. • Build foundational cost and margin visibility across products and services, including hosting, services, and support costs. Work closely with GTM leadership to ensure incentives match product profitability. • Define target margins and floor pricing by segment and offering. • Establish ongoing competitive pricing and packaging benchmarking, including feature‑to‑price comparisons. • Partner with revenue operations and product marketing on structured win‑loss analysis to separate price issues from product or positioning gaps. • Work with revenue operations to track core pricing KPIs and provide insights on trends: win rates, ASP, discount rates, margin by deal, renewal uplift, NDR, and price realization – by product. • Build forecasting and scenario models to quantify the impact of pricing changes on ARR, margin, churn, and expansion. • Drive a continuous feedback loop between product usage data, customer value realization, and pricing and packaging strategy in partnership with Product and Engineering • Lead pricing change communication, sales training, and value storytelling to reduce default discounting behaviors – partnering with product, product marketing and enablement teams. • Guide design of customer transition workflows, grandfathering strategies, and renewal pricing motions to protect long‑term value.

• Develop and execute a comprehensive event strategy aligned with marketing and sales objectives, covering global trade shows (including marquee cybersecurity events such as RSA Conference and Black Hat), conferences, and company-hosted events. • Plan and execute key corporate events, including Sales Kickoffs (SKO), Quarterly Business Reviews (QBR), ensuring alignment with business objectives and delivering exceptional attendee experiences. • Own end-to-end planning and execution of Keyfactor’s flagship customer conference, including integrated master project planning across all workstreams, milestone definition, critical path management, and risk mitigation strategies. • Manage end-to-end event logistics including vendor relationships, budgets, contracts, staffing plans, and timelines. • Develop pre-event and post-event communications, including “Know Before You Go” guides, staff and speaker training, and attendee follow-up plans. • Establish and track event KPIs—including lead generation, pipeline influence, meeting volume, and attendee engagement—to measure ROI and inform future strategy. • Build scalable event processes, playbooks, and documentation to drive consistency and efficiency across the events program. • Lead workstreams across Content, Sales, Sponsorship, Brand, Demand Generation, and Customer Marketing, establishing clear ownership, communication rhythms, and reporting structures; collaborate with cross-functional teams (e.g., Product Marketing, Sales, Brand, and Demand Generation) to ensure cohesive messaging, measurable results, and pre- and post-event engagement with target accounts. • Ensure booth design, collateral, and digital assets deliver a cohesive brand presence and resonate with attendees. • Define success metrics, analyze performance data, and provide actionable insights to optimize future events and ensure ROI aligns with financial goals. • Ensure every event reflects Keyfactor’s brand and mission, creating meaningful, targeted touchpoints across in-person and digital channels that resonate with customers, partners, and prospects.

• Deliver partner trainings of Keyfactor solutions, services, and best practices. • Collaborate on the design and delivery of training programs to educate partners about our products, services, positioning, competitive advantages, etc. • Collaborate on the creation and curation of training content, including presentations, webinars, and product guides, tailored to different partner segments. • Collaborate in defining and tracking key performance indicators to evaluate the effectiveness of partner enablement programs. • Provide regular reports and insights to management regarding partner performance and the impact of enablement initiatives. • Build strong relationships with advanced regional partners, and act as a primary point of contact and technical champion for partner inquiries and issues. • Provide ongoing support to partners, address technical questions, and help them overcome any obstacles. • Navigate the transition of projects from partner delivery to Keyfactor Support/Customer Success Teams in a steady state handoff. • Act as the primary point of contact for partner inquiries, concerns, and escalations, addressing their needs promptly and effectively. • Validate business goals are defined and attained. • Reduce the time to value through structured project playbooks. • Collaborate with the sales and global service teams to ensure that partners have the necessary resources to effectively scope and deliver Keyfactor projects. • Participate in cross-functional meetings to align on business priorities and ensure consistent messaging to partners.

• Serves as a primary technical point of contact for customers, proactively engaging via calls and written communication to diagnose issues, build trust, and maintain strong working relationships. • Responds to customer inquiries within defined SLAs, prioritizing based on business impact and severity. • Communicates technical information clearly and professionally, tailoring explanations to customer technical proficiency. • Provides timely, accurate, and actionable updates aligned with incident severity and communication guidelines. • Advises customers on product usage, configuration best practices, and operational recommendations to prevent future issues. • Owns support cases end-to-end, maintaining accurate, concise, and technically detailed documentation within the support CRM system. • Produces clear case summaries that document root cause, troubleshooting steps, and final resolution to support knowledge reuse. • Collaborates effectively within SWARM models to resolve complex issues within SLA expectations. • Utilizes lab environments to reproduce customer issues, validate hypotheses, and test solutions. • Troubleshoots the majority of cases independently using experience, documentation, internal tools, and external research. • Identifies recurring or systemic issues and proactively recommends corrective or preventative improvements. • Authors and contributes to internal and external knowledge base articles to reduce time to resolution and improve support scalability. • Shares insights, lessons learned, and configuration guidance across the team to strengthen collective expertise. • Demonstrates strong working knowledge of supported products and underlying technologies, with the ability to mentor and assist peers. • Resolves advanced and non-routine technical issues within assigned product areas. • Applies domain expertise to evaluate complex environments, configurations, and integrations. • Provides advanced guidance on product configurations, deployment patterns, and operational best practices. • Maintains proficiency in key technical areas relevant to the role and applies that knowledge to real-world customer challenges. • Appropriately follows escalation procedures to ensure visibility, alignment, and timely resolution of high-impact or complex issues. • Partners with Regional Managers and SWARM teams to drive resolution of challenging cases and major incidents. • Builds and maintains lab environments as needed to replicate, diagnose, and resolve critical issues. • Contributes to internal enablement through advanced training sessions and technical knowledge sharing. • Identifies opportunities for process improvement and operational efficiency within the support function. • Collaborates with leadership and cross-functional teams to improve tooling, workflows, and customer outcomes. • Supports initiatives to simplify processes and improve overall support effectiveness.

• Own campaign operations from setup and list management through advanced segmentation and dynamic campaign orchestration across a global named account model. • Serve as a cross-functional partner to Growth, Field, Brand, Product Marketing, Customer Marketing, Partner Marketing and Rev-Ops — providing the systems, data, and operational support each function needs to execute effectively • Maintain the integrity of marketing and CRM data across HubSpot, Salesforce, and the broader martech stack— ensuring precise segmentation, scalable audience frameworks, and list hygiene to support targeting, reporting, and attribution. • Own the full lifecycle of process improvement – identifying friction, designing solutions, implementing automation, and measuring impact. This includes building agentic workflows to replace repeatable manual work at scale. • Lead high-impact marketing operations initiatives end-to-end — including martech evaluations, system migrations, and cross-functional programs. Translate business needs into technical requirements, deliver scalable solutions, and own outcomes. • Manage the martech stack - including Qualified and adjacent tools, ensuring each is strategically configured, actively maintained, and driving measurable value. • Govern project and work management tooling for the marketing team – maintaining structure, usability and real-time visibility into what is in flight as the team scales.

• Build and scale the PLG growth motion around Keyfactor's Test Drive program, building systematic growth loops driving user acquisition, activation, and conversion to pipeline• Design and deliver multi-channel marketing programs across digital channels to reach, engage and convert prospects within our Named Account Model at scale; leverage advanced segmentation and dynamic orchestration strategies • Partner with Field Marketing, SDR, and Sales to support ABM activations to engage priority accounts at scale with personalized programs. • Analyze performance daily/weekly: produce insights on what’s working, what’s not, and actionable next steps. Maintain a living dashboard of KPIs tied to core engagement and funnel metrics, opportunity ARR and revenue • Test, learn, and optimise continuously, running experiments to improve engagement rates, pipeline quality, and sales impact across channels • Collaborate cross-functionally with Performance Marketing, Marketing Ops, Web, Content, Field, Customer, Brand, Product Marketing, SDR & Sales to ensure message-to-market fit, account and segment prioritization, friction-free hand-offs, and full-funnel alignment. • Deploy AI and Automations that streamline the campaign operating process; ideation & planning, content and creative development, deployment, and optimization; champion best practices across the team.

• Work closely with Enterprise Sales and Channel Account Managers to deliver programs that contribute to opportunity creation and pipeline acceleration at a rep, team, and regional level. • Work closely with other functions in marketing, e.g., Product Marketing, Brand, and Digital, to bring together exciting content for all campaigns and events. • Strategic Planning: Develop and execute comprehensive field and channel marketing plans that align with company goals and partner objectives. • Partner Relationship Management: Cultivate and maintain strong relationships with key partners to drive joint marketing initiatives and ensure partner enablement. • Campaign Development: Working with the Campaign’s team to execute marketing campaigns tailored to channel partners and local field markets. • Content Creation: Oversee marketing collateral, sales enablement materials, and social assets to support partners and field marketing. • Event Management: Lead planning, production, and execution of partner and field marketing events including events, dinners, meetups, tradeshow, etc. with the purpose of demand generation and pipeline acceleration. • Track: Leverage Salesforce and Domo to manage marketing campaigns and to communicate outcomes. • Report: Demonstrate program success, and quarterly goals, and compile performance reports.