• Act as the first point of contact for technical questions and product issues • Debug and reproduce customer facing issues and escalate when needed • Investigate logs, errors, API requests, and AI workflow behaviour • Translate customer pain points into clear insights for Product and Engineering • Create and maintain technical documentation, guides, and solution examples • Work closely with Engineering, Legal Research, Product, and Infra teams • Improve onboarding and self serve support to reduce inbound tickets over time

• Partner proactively with regional CSMs and account teams to drive customer value, including identifying opportunities to deepen adoption, recommending best practices, and demonstrating advanced features and integrations across the full product portfolio. • Provide expert technical guidance on strategic initiatives, such as architecture reviews, integration planning, roadmap alignment, and enabling customers to achieve key business outcomes. • Collaborate on customer success plans, executive business reviews, and health checks to highlight technical wins, mitigate risks, and surface expansion opportunities. • Assist in unblocking "stuck" support cases, product bugs, or enhancement requests by serving as a liaison to internal teams (Engineering, Product Management, Support) to expedite resolution and ensure clear communication back to the customer. • Engage directly in customer conversations when technical depth is required (e.g., deep-dive workshops, troubleshooting sessions), always in coordination with the CSM. • Prioritize work within your assigned region while maintaining flexibility to support high-priority escalations across regions as needed. • Actively coach and mentor CSMs through knowledge transfer, enabling them to handle increasingly complex technical discussions independently and reducing future escalations. • Document key interactions, solutions, playbooks, and customer-proof best practices to enrich internal knowledge resources and elevate overall team technical competency. • Collaborate closely with CSM leadership and the Technical Success team to align on priorities, share regional insights, and continuously improve processes.

• Manage a portfolio of strategic accounts with full responsibility across the customer lifecycle, from onboarding and adoption to renewal. • Build relationships with customers and serve as the trusted advisor to drive continued value from Akuity’s products and services. • Lead strategic meetings and Executive Business Reviews to share best practices and tactical recommendations. • Drive implementation and onboarding with a focus on accelerating time to value. • Develop, prepare, and nurture customers for advocacy and long-term partnership. • Work with customers to define and achieve business and technical goals, KPIs, and success metrics. • Partner with sales to drive renewals, expansions, and up-sell opportunities. • Advocate customer needs across product, engineering, marketing, and support teams. • Manage accounts across different stages of the customer lifecycle.

• Set up and configure enterprise integrations with customer systems • Respond clearly and efficiently to customer technical questions via email, Slack, and calls • Diagnose and troubleshoot integration issues independently • Follow up with customers to ensure integrations are successfully deployed • Collaborate with the engineering team to escalate bugs and complex technical issues