• Be the primary point of contact for our customers, attending to day-to-day and 'big picture' problems and opportunities and helping maximize the customer's ROI in Sardine • Build a thorough understanding of our product, technology, and strategy and be able to message these succinctly to customers. • Translate complex product and technology problems into simple and actionable solutions. Be able to manage the solution process both internally and externally. • Speak knowledgeably and advise on best practices relating to fraud and compliance • Build, monitor, and communicate KPIs to clients. • Provide strategic analysis and critical thinking as we plan long-term expansion. • Work with Sardine's risk analytics teams to proactively solve new fraud typologies and actively communicate findings to customers.

• Serve as a technical contact and augment our customer support teams • Participate with onboarding process • Perform quarterly health checks and business reviews • Participate in TAM on-call rotation (during normal business hours) helping answer customer inquiries and case escalation requests. • Escalate customer issues to management when appropriate. • Leverage internal technical expertise, including development engineers, knowledge base, and other internal tools to provide the most effective solutions to customer issues. • Leverage knowledge content and systems to obtain product expertise • Participate in technical communications within the team to share best practices and learn about new technologies and complimentary security applications. • Manage renewal risk and collaborate with sales teams to remediate and ensure a successful renewal and upsell of product • Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal. • Drive support cases to ensure issues are being resolved in a timely manner.

• Partner with Customer Success Managers and Sales to identify expansion opportunities within existing accounts, aligned with customer priorities. • Act as the primary technical advisor and advocate for enterprise accounts, ensuring measurable outcomes through adoption, retention, and growth. • Lead onboarding, enablement, and training sessions that reinforce customer confidence and accelerate time-to-value. • Optimize solution architectures post-sale, advising on scalability, performance tuning, cost efficiency, and security best practices. • Create and deliver technical workshops, quarterly business reviews, and roadmap sessions that deepen enterprise engagement. • Proactively monitor account health, identify risks, and implement action plans before they impact customer outcomes. • Build trusted, strategic relationships across customer organizations—from engineers to executives—that foster advocacy and expansion. • Capture customer insights and feature requests, and partner with Product and Engineering to ensure customer needs shape QuickNode’s roadmap. • Stay ahead of blockchain trends, guiding enterprises on how to apply emerging technologies (e.g., Layer 2 scaling, cross-chain protocols, AI x Web3 use cases).

• Ensure assigned accounts realize maximum technical value from Expel's service • Build strong relationships with security practitioners and technical leaders • Drive platform adoption and deeper integrations into customer security ecosystems • Deliver technical depth and expertise to enable Customer Success Managers to focus on strategic relationships • Own technical response coordination with customers during incidents • Resolve integrations or troubleshooting challenges, escalating when needed • Measure success using adoption metrics, customer technical health scores, and retention outcomes