• Configure and deploy SwiftMR on virtual machines (VMs) and/or gateway PCs • Deploy SwiftMR and integrate it with both MRI systems and PACS, managing network and DICOM configurations for smooth interoperability • Utilize your expertise in TCP/IP and DICOM networking to troubleshoot and support seamless data transmission and connectivity • Manage SwiftMR’s cloud-based operations to ensure secure and reliable performance for healthcare facilities • Act as the primary technical resource for clients, providing application support and resolving technical issues • Provide in-depth troubleshooting for integration or connectivity issues related to SwiftMR, including PACS support and MRI-specific configurations • Develop and maintain documentation of implementation processes and troubleshooting guides to assist clients in self-support • Conduct regular check-ins to ensure clients are fully leveraging SwiftMR’s capabilities and achieving desired results • Plan and coordinate SwiftMR integrations with potential customers

• Coach customers throughout their lifecycle while working collaboratively with CX team to ensure outcomes. • Inspire customers to create an AI, API optimized vision for their future. • Co-Define what ‘good’ looks like in terms of adoption plans, post-sales engagement. • Work with Sales and Product teams to ensure Kong customers are getting the most out of the solution. • Innovate tooling and processes for team efficiency. • Work on innovative and cutting edge customer projects. • Become a SME on Kong products and technologies, applying knowledge to real-world usage.

• Build, test, and refine AI-driven workflows using tools such as Make, Zapier, and custom automation logic • Develop and improve AI agents for voice and chat powered by LLMs like ChatGPT, Claude, and similar APIs • Connect AI workflows to CRMs, databases, billing systems, and internal tools • Work with APIs, webhooks, and JavaScript to create scalable logic and intelligent flow behavior • Troubleshoot issues across multi-system integrations and ensure stability and reliability • Lead customers through onboarding, configuration, and go-live processes • Support integration work such as data mapping, CRM setup, and AI agent configuration • Serve as the primary technical partner for customer usage, adoption, and retention • Translate customer problems into actionable AI workflows and platform enhancements • Produce clear documentation, diagrams, SOPs, and technical guides • Provide performance insights, workflow analytics, and recommendations for improvement • Improve onboarding systems, templates, and internal handoff workflows • Build internal SOPs and scalable processes for customer implementation • Partner with product and engineering teams to deliver structured customer feedback and identify opportunities for improvement

• Act as a technical expert and strategic advisor to enterprise customers, engaging directly with developers, engineers, and executives to align business goals with technical solutions. • Build, nurture, and sustain customer relationships across all personas interacting with Deepgram (from developers, program managers to CIOs, CTOs, and other C-level stakeholders). • Conduct regular on-site visits with customers to partner closely, work hands-on to drive adoption, and actively embed Deepgram into their workflows. Frequent travel may be required. • Own and manage the full customer lifecycle: onboarding, adoption, technical enablement, expansion, and advocacy. • Focus on making Deepgram successful in the customer’s environment; ensuring products are integrated, enabled, and adopted effectively, applying best practices, reference architectures, and creative solutions to drive outcomes. • Continuously operate in discovery mode, surfacing customer issues, deeply understanding their complexity and business impact, and translating them into actionable requirements for internal teams. • Confidently run live product demos, guide architecture discussions, and troubleshoot L1-style issues, bridging the gap between technical support, solutions design, and commercial growth. • Maintain a deep understanding of Deepgram APIs, integrations, and AI/ML technologies. • Leverage AI to amplify your impact; be an expert in how Customer Success can apply AI to drive customer outcomes, surface insights, and improve internal systems. • Proactively identify & scope opportunities for expansion (cross-sell, upsell, multi-product adoption), partnering with Sales. • Develop and execute structured customer success plans that align business outcomes with Deepgram’s product capabilities. • Proactively initiate and lead executive business reviews, joint planning sessions, and strategy workshops to stay ahead of risks, ensure alignment, and surface opportunities for growth. • Serve as the voice of the customer internally, influencing product roadmap, GTM strategy, and even the internal tools and processes we build to support customers. • Track, analyze, and report on key performance indicators (adoption, usage, health, satisfaction, expansion, and overall revenue impact).