• Act as the primary point of contact for clients, addressing questions, providing guidance, and ensuring a seamless partnership experience throughout the customer lifecycle. • Own and manage a book of business, ensuring each client achieves measurable outcomes tied to their ACX goals (e.g., automated resolution, CSAT, ROI). • Partner with clients to deploy, scale, and mature their ACX programs using Ada’s ACX Framework as a blueprint for success. • Serve as a technical consultant and product expert, guiding clients through integrations, data flows, and system architecture across SaaS and API environments (e.g., Salesforce, Zendesk, Shopify, HubSpot) • Support clients in optimizing their AI Agent performance through transcript reviews, data analysis, training updates, and implementation of best practices. • Ensure client knowledge sources are accurate, well-structured, and continuously optimized to maximize the AI Agent’s effectiveness. • Drive adoption and utilization of Ada’s solutions across the client’s organization by fostering alignment with key stakeholders and building internal advocacy. • Identify opportunities to expand use cases and deepen integrations within client ecosystems. • Track, analyze, and report on success metrics such as Automated Resolution Rate, CSAT, and ROI to demonstrate business impact and guide strategy. • Translate complex technical concepts into clear, value-driven recommendations for non-technical stakeholders. • Improved automated resolution rates and customer satisfaction for client programs. • Strong client advocacy leading to renewals, expansions, and strategic partnerships. • Continuous feedback loop between clients and internal teams to enhance Ada’s platform and services.

• Confidently articulate the business and technical value of Neo4j to customers and prospects as a key technical advisor and advocate for our products and services • Actively drive and run the technology evaluation stage of the sales cycles. • Work across a number of opportunities in parallel and manage day-to-day activities such as opportunity qualification, technical discovery, presentations, platform and use case demonstrations, proof of value, sizing, and documentation of technical decision criteria. • Build and nurture rapport with customer stakeholders at all levels and be the trusted advisor to them to help them understand what they can achieve with Neo4j. • Co-create reference and solution architectures with our customers, including integrating Neo4j with their existing architecture and applications within a public cloud (AWS, Azure, or GCP) or on-premise environment. • Stay current on latest Neo4j capabilities, including but not limited to usage and integration with third-party tools and services. • Distill and communicate customer needs and product feedback to Product Management, Engineering, Marketing, and Sales. • Help drive demand through the participation in account-based marketing events as well as industry-known conferences and trade shows. • Lead by example and actively foster an environment of teamwork, transparency, creativity, and continuous improvement. • Travel as needed to assist in deal creation and closure, and provide support to your team as required.

• Partner with Account Executives to execute pre-sales activities including opportunity qualification, demonstrations, Proof-of-Concept, RFP, design documentation, technical presentations and enablement sessions. • Help customers achieve success by leading the technical and product sale, recommending best-practice solutions, and guiding them on how to use Twilio’s APIs. • Establish yourself as a trusted advisor to our customers, by taking the lead on understanding customer technical pains through discovery in order to design, demonstrate, and present innovative solutions that solve business challenges. • Build and present highly interactive, complex and engaging customer product demonstrations to help showcase the capabilities of Twilio’s Communications Products, while effectively forming strong customer relationships with both technical and nontechnical stakeholders. • Be Hands-on, high-energy, passionate, and a creative problem solver, equipped with the knowledge of how to get things done and ability to lead others to success. • Take the initiative to identify and solve problems - both for the customer and within the organization as we grow. • Contribute to the broader Twilio Solutions Engineering community through knowledge sharing, constructing demonstration materials, and creating reusable presentations.

• Support BD in late-stage deals and technical evaluations • Lead technical discovery with customers, focusing on complex legacy payments, fund flows, and compliance • Align customer business models (tradfi, fintech, platforms, embedded finance, global payments) with scalable payment architectures • Translate customer business and system requirements into implementation plans • Design and explain integrations for: • Wallets • Payments APIs • KYC/KYB, onboarding, risk, and compliance • Widgets, SDKs, hosted components, and embedded payment experiences • Develop reference architectures, integration diagrams, payment flow documentation, and technical walkthroughs • Serve as the technical authority in customer discussions when needed • Demonstrate expertise in payment authorization rates, conversion optimization, and transaction success metrics • Identify gaps between current product capabilities and customer needs • Clearly separate what exists, what’s on the roadmap (and can be accelerated), and what requires custom or speculative development • Clarify ambiguous customer requests into clear, marketable technical scopes • Negotiate tradeoffs with customers to close deals when requirements don’t fully align • Collaborate with Sales to resolve payment integration risks early and unblock deals • Work with Product and Engineering to guide roadmap decisions based on customer demand • Influence pricing, limits, and launch phases based on technical constraints • Build lightweight prototypes, middleware, or example implementations where helpful • “Vibe code” small systems or applets to rapidly prototype and unblock integrations or demonstrate feasibility • Read and reason about customer codebases, API specs, and architecture diagrams • Help customers understand how to integrate with modern systems when their internal infrastructure is outdated or rigid • Anticipate scale, failure modes, and operational complexity in production payments systems • Support initial customer implementations and early production issues • Act as a technical escalation point when integrations hit complexity • Help define what scalable post-sales support should look like over time