• Serve as the primary technical point of contact, building trust and strong relationships within paper mill accounts. • Effectively offer strategic advice, best practices, and proactive recommendations for product implementation and optimization. • Address complex product-related queries, resolve issues quickly and minimize business disruption for the customer. • Maintain in-depth knowledge of DuBois’ specialty chemical solutions and the customers’ unique technical environment. • Educate customers on new features and best practices to drive optimal product adoption and usage. • Work closely with the District Sales Manager to develop strategic account plans and manage an opportunity pipeline in Customer Relationship Management (CRM). • Lead technical check-ins and actively participate and contribute during Business Reviews ensuring clear quantification and articulation of the value DuBois’ solutions create for the customer. • Effectively collaborate with the customer and our company internal teams (Sales, Service, R&D, Portfolio Management) to ensure we are delivering on our promises to the customer. • Provide regular feedback from the customer to the Portfolio Management and Research & Development teams. • Consistent presence at customer site to ensure adequate service and support coverage, prevent churn and increase sales and profitability.

• Manage a portfolio of live banking clients as their trusted technical partner after go-live • Conduct regular check-ins and maintain strong relationships with stakeholders from bank operations staff to executives • Configure and maintain customer workflows & configurations • Handle support escalations, troubleshoot platform issues, and make adjustments on live calls with financial institutions • Partner closely with product and engineering teams to investigate bugs, advocate for customer needs, and communicate resolution timelines • Manage support ticket flow to ensure timely resolution of customer issues • Train bank employees on platform usage and best practices during and after implementation • Step in to support implementations during resource crunches, helping with configuration and project management • Review, document, and communicate product releases to customers • Navigate difficult customer relationships and de-escalate tense situations while protecting the team

• Own technical partnership for strategic customers • Serve as the primary technical point of contact for a defined portfolio of post-sale customers • Build trusted relationships with senior technical stakeholders including CTOs, VPs of Engineering, IT leaders, and Ecommerce teams • Partner closely with Customer Success Managers while independently owning technical strategy, execution, and outcomes • Develop a deep understanding of each customer’s ecommerce ecosystem including platforms, custom applications, APIs, data flows, and third-party integrations • Provide guidance on optimizations and technical best practices within complex environments • Translate business requirements into technically sound, scalable solutions • Bring strong organizational and program management discipline to technical account ownership • Identify technical risks, dependencies, and friction points early and recommend solutions before issues arise • Support ongoing optimization by identifying opportunities for improved integrations, feature adoption, and technical expansion • Troubleshoot complex technical issues and serve as an escalation point across teams • Communicate clearly and confidently with both technical and non-technical audiences • Ensure issues are owned, prioritized, and resolved with transparency and accountability

• Manage and serve as the primary point of contact for all post-sales technical and functional needs for AppOmni’s top enterprise customers through strong technical acumen, in-depth product knowledge, relationship-building, strategic planning, business value articulation, and execution. • Be consultative and be viewed as a technical SME by exhibiting a complete understanding of customer technical goals and objectives. Develop a trusted advisor relationship with customer champions, sponsors, and technical teams to drive product adoption and ensure they are using AppOmni to achieve full business value. • Ensure that a deployment and adoption plan is in place with each customer in order to facilitate the customer achieving their stated success criteria. Work closely with AppOmni’s Customer Success Manager (CSM) team to monitor and identify adoption and utilization trends, provide recommendations based on customers' needs, risks, and strategy. • Introduce, demonstrate, and implement new products and features as they become available. • Develop expertise in AppOmni’s API capabilities to help customers augment UI-based functionality with script-based approaches to unlock value. • Work with customers and AppOmni field teams to leverage the AppOmni Developer Platform to help build support for SaaS applications for which AppOmni does not currently provide native integrations. • Work closely with the Product and Engineering teams to define and influence SaaS application support roadmap and augmentation beyond the AppOmni Developer Platform. • Work closely with Product and Engineering teams to further develop and advance the AppOmni Developer Platform and SDK features and capabilities. • Increase customer retention by assisting regular health check meetings for tactical items, and assisting with strategic business reviews for alignment of objectives and outcomes. • Help the customer document their technical success criteria and strategy and partner with the CSM and customer teams to ensure adherence to the strategy; work with the customer to update technical success criteria if/as customer priorities shift. • Define and document the customer’s end-state AppOmni architecture and work with the customer to develop a roadmap and strategy for achieving the desired end-state architecture. • Track accounts to identify customer risk and work actively to eliminate that risk; partner with the CSM by contributing to the renewal strategy and work closely with the AppOmni Renewals Manager to influence the successful execution of renewals. • Be the technical voice of the customer to our internal stakeholders (engineering, product, sales, and executive leadership teams) and provide internal feedback on how AppOmni can better serve our enterprise customers. • Work closely with Product and Engineering on identification and tracking of product improvement requests, troubleshooting, and bugs. • Evangelize customer success stories with the AppOmni Marketing team. • Above all, put customer’s needs first and demonstrate customer obsession.