• Pre-sales pilots - For complex evaluations, work alongside the Revenue team from Selection onwards, contributing the CS perspective on deal quality and continuity before the contract is signed • Onboarding & first value - Own accounts from contract signature, finalise the Customer Success Plan (CSP), and drive each account to a named first-value milestone on a live piece of work • Adoption - Move accounts from "this works for a few people" to "this is how we do things" — through proactive health monitoring, QBRs grounded in impact, and cohort expansion. • Expansion & Renewal - Manage renewals from six months out, maintain a live whitespace plan, and develop expansion opportunities to the point of handoff to the AE.

• Understand our clients. Develop a strategy to assist clients in making the most of their Enterprise and ROK’s GIS Managed Cloud Services. • Establish Regular meetings (Health Checks) with newly onboarded and existing customers to ensure we are proactively trying to understand their goals, challenges, and overall business model. • Identify GIS, IT, and Esri stakeholders within and servicing our clients organization. • Understand common knowledge gaps across our client base and lead formal and informal training sessions to assist with their understanding. • Monthly Reports: Create and send monthly, service summary reports to our clients. • Create and send amendment and renewal contracts when new services are requested, or annual expiration dates are approaching. • Collaborate with the ROK Team. Help to build a truly client-centric team here at ROK. • Assist with support tickets as needed and work with our Technical Team to prioritize tickets and address Esri COTS related questions and issues. • Develop help guides, training videos, white papers, etc. on a variety of topics • Support Client Success Director to mature the build out of our client portal and develop/maintain knowledge base for clients • Work with the Implementation Project Management Team to get a holistic view of clients moving into Managed Services • Esri training: Stay abreast of new offerings and alert the team to training opportunities. When possible and relevant, capture notes from attended training and communicate back to the team.

• Onboarding Management: Collaborate with the Sales team to ensure smooth transitions for prospects transitioning to customers. Set timelines and expectations for onboarding new customers with the internal Burt Solutions Engineering team. • Customer Relationship Management: Interact regularly with customers, answering product questions, submitting bug tickets, and communicating feature requests with the Product team. Act as the primary point of contact and advocate for customers within the organization. • Solution Optimization: Collaborate with the Solution Engineering and Product teams to ensure each customer maximizes the use of Burt's platform and derives the most value from the solution. • Renewals and Upsells: Proactively identify opportunities for upsells by understanding customer needs, usage patterns, and expansion opportunities. Manage and execute renewals with existing customers.

• Build and maintain strong relationships with Treasury Systems customers in Finland • Organise regular check-ins and strategic meetings • Act as the primary point of contact for customer relationships • Gather and relay customer feedback to internal teams • Present and demo new product features • Drive add-on sales and identify opportunities for system enhancements • Initiate and support small consulting projects • Assist new sales efforts through customer references and success stories • Partner with Professional Services and Product Management teams • Participate in version testing with financial consultants • Join sprint demos and internal training sessions • Attend Professional Services meetings when relevant