• Refine and scale core customer success processes such as onboarding, adoption planning, platform expansion, health monitoring, and quarterly business reviews • Partner with customers and internal stakeholders to drive product adoption, demonstrate value realization, and identify expansion opportunities • Lead customer advocacy initiatives including case studies, reference calls, and participation in customer advisory boards • Represent Picus customer success stories and best practices at events, panels, and webinars • Collaborate with Sales, Product, and Support teams to ensure seamless customer experience and resolution of escalations • Provide customer-driven feedback on product enhancements and feature requests • Willing to travel within the US for on-site customer meetings, training sessions, and key industry events

• Develop and maintain strong relationships with assigned clients, gaining a deep understanding of their business goals, challenges, and IT environments. • Serve as a trusted advisor to client stakeholders, ensuring alignment between IT services and business objectives. • Conduct regular client check-ins to assess satisfaction, gather feedback, and identify improvement opportunities. • Prepare and deliver Quarterly Business Reviews (QBRs) to demonstrate value, performance, and strategic recommendations. • Act as the primary escalation point for client concerns that fall outside standard service desk tickets. • Proactively identify risks and potential issues before they impact client operations. • Coordinate with internal technical teams to drive timely resolution of high-impact or complex issues. • Help clients understand, measure, and maximize the value delivered by IT services and solutions. • Identify and support cross-sell and up-sell opportunities within the assigned client base. • Translate client business goals into actionable IT strategies and technology roadmaps. • Monitor customer health metrics and analyze client data to support retention and satisfaction initiatives. • Collaborate closely with service delivery, engineering, and leadership teams to tailor solutions that meet client needs. • Provide regular internal updates on account status, risks, opportunities, and client feedback.

• Become a Trusted Connector: Build and maintain meaningful relationships with members, Partner Suppliers, and prospective members to drive collaboration, and measurable participation. • Drive Engagement and Results: Lead presentations, proposals, and strategy sessions with existing and prospective members. Identify member needs to drive growth, create outstanding member experiences, and consistently meet or exceed organizational goals. • Make an Impact in Your Region: Travel within your assigned region (~75% travel) to understand member needs, gather insights that drive success, and expand NCTC’s reach by developing non-member prospects through referrals and proactive outreach efforts. • Champion Innovative Solutions: Introduce NCTC’s capabilities and resources, provide tailored recommendations, and track adoption metrics for recommended solutions. Develop and share best practices with members, ensuring all activities adhere to NCTC policies, requirements, and standards. • Spot Industry Opportunities: Stay ahead of trends and shifts in broadband and telecom to identify new ways NCTC and its members can grow, contributing to pipeline development and strategic initiatives. • Promote NCTC’s Value: Represent NCTC at conferences, industry events, and in all professional interactions to enhance visibility and influence. Maintain accurate records of interactions with members and suppliers in NCTC’s CRM to evaluate success and identify areas for improvement.

• Support a scaled-engagement model designed to drive adoption, value realization, and retention across a broad portfolio of clients. • Serve as a trusted advisor for NextGen Healthcare’s clients by guiding them through lifecycle programs. • Collaborate with cross-functional teams—including Product, Marketing, Services, Support, Growth, and Operations. • Manage a portfolio of small to mid-market clients, serving as the primary point of contact and strategic advisor. • Lead and oversee cross-functional initiatives that deliver strategic, business-aligned outcomes based on clients’ unique needs and objectives. • Establish and manage governance, risk, communication, and operational cadences to ensure contractual commitments are met. • Monitor all aspects of the client experience, including project status, solution adoption, SLA compliance, and business goal progress. • Serve as the voice of the customer, providing feedback to product teams and contributing to the ideation and development of new services.