• Augmenting the implementation process by providing technical support and customer training. • Assisting customers with Microsoft Entra ID Sync, SSO setup, and other technical tasks. • Creating and maintaining training video, document, and course materials to support the Pinnacle Series platform. • Owning and taking responsibility for product testing in cooperation with our product development team. • Troubleshooting and logging customer support requests. • Prioritizing and escalating issues when needed. • Ability to recognize customer concerns and concisely communicate the next steps to validate their concerns. • Providing technical support and training for our Partners. • Being a Pinnacle Series SME.

• Lead, coach, and performance-manage an APAC regional pod spanning Growth, SMB, Mid-Market, and Enterprise. • Own the APAC pod’s weekly, monthly, and quarterly performance cadence (forecasting, risk reviews, renewals health, expansion motions). • Ensure consistent application of CS processes, internal SLAs, and documentation standards across the pod. • Partner with Sales and AM counterparts to drive account plans, renewals execution, and expansion opportunities. • Build escalation readiness - clarify decision rights, run the regional escalation loop, and coordinate cross-functional response. • Improve onboarding, adoption, and retention outcomes by identifying process gaps and implementing scalable fixes. • Develop talent - onboarding, coaching, and creating clear growth paths for CSMs in the pod. • Maintain strong product knowledge and ensure the pod stays current on new features and policies.

• Achieve targets for new order value. • Manage allocated accounts in a customer centric manner. • Share customer best practices in RQI program adoption. • Use a consultative approach to achieve financial goals. • Drive RQI Portfolio adoption through successful implementation. • Build long term relationships with designated customers. • Ensure overall customer health and retention of learners/subscriptions. • Act as ambassador for the RQIP mission of saving more lives and engaging customer leadership. • Ensure mastery of features, functionality, and value proposition. • Conduct research for deployment of strategic marketing initiatives.

• Develop and execute a comprehensive customer success strategy that aligns with the company's overall business objectives • Translate business objectives into actionable CS strategies and success metrics, focusing on customer retention, satisfaction, and product adoption • Drive the strategic direction of the Customer Success department, ensuring it is positioned to support the company's growth • Directly manage and coach a team of Customer Success leaders, including the Customer Success Team Lead and regional leaders, providing guidance and performance feedback • Own and optimize the systems, processes, and operating environment that enable effective and scalable customer support • Establish and maintain a Quality Assurance (QA) program to monitor and improve the performance of the Customer Success team