• Communicate with customers via telephone and other electronic communication methods • Multi-task between phone volume, live chats, and email • Prioritizing communication to meet time service objectives • Respond to client/applicant inquiries and conduct investigations to resolve client concerns • Proactively place calls to clients to report status and/or gather necessary information to complete orders • Follow up on outstanding client exceptions and inquiries • Become a Subject Matter Expert (SME) on company product • Maintain a high standard of customer service and rapport with our clients • Work closely with other departments such as Operations, Implementations, Sales, and Account Management to help build and retain client partnerships • Perform other clerical, administrative or customer-oriented projects/tasks as assigned

• Provide deep technical expertise to Sales teams during complex sales cycles, acting as a subject matter expert on advanced product and architecture topics. • Support RFI/RFP processes and develop winning technical strategies. • Deliver tailored demonstrations (including code-level customization) for highly complex cases in collaboration with Sales and Partners. • Serve as a trusted advisor on architecture, integrations, and platform best practices. • Build long-term customer relationships and ensure ongoing success with Pimcore. • Proactively monitor customer satisfaction and identify early signs of churn. • Drive proactive problem resolution to minimize churn and improve customer retention, working closely with Partners and Sales Executives. • Identify growth and upsell opportunities within existing accounts. • Share customer insights and feedback with Product, Sales, and Marketing teams.

Role Description Onapsis is on a mission to safeguard the most critical business applications that businesses depend on daily. Over 20% of the Fortune 100 rely on Onapsis to secure their business-critical applications and ensure they are compliant and available. You are the trusted advisor and value champion for complex, high-value accounts. Your focus is Value Realization & Retention, navigating client politics and leading renewals. Key Responsibilities: - Strategic Account Management: Manage relationships with C-level executives across complex enterprise accounts. - Trusted Advisor: Proactively identify customer needs and tailor solutions to enhance security posture and ROI. - Voice of the Customer: Lead "Voice of the Customer" initiatives internally to shape product investments. - Expansion: Identify and assess expansion opportunities based on customer business objectives. Key Capabilities: - Business Acumen: Analyze business fundamentals and develop compelling ROI scenarios. - Value Justification: Quantify cost savings and develop compelling value propositions. - Executive Advocacy: Build exceptional loyalty through executive-level advocacy. Qualifications - 7+ years’ experience in customer success at an on-premise/SaaS company. - Demonstrated ability to maintain high retention across a complex portfolio. - ERP experience (SAP, Oracle) and strong vulnerability management knowledge. - Experience managing customer success and sales processes using CRM software desired. - Fluency in German is required. Benefits - A role in shaping the future of protecting the most critical applications that run the world's business and a career that grows as the company grows. - A unique culture of high achievement and teamwork. - Supportive and humble colleagues who are the space's top problem solvers and innovators. - Financial security through competitive compensation and incentives. Company Description Onapsis is a proven market leader that protects your business's most critical applications. Only Onapsis delivers the actionable intelligence, automated governance, continuous monitoring, and secure change capabilities required by cross-functional teams to optimize workflows and automate manual tasks so they can embrace and accelerate SAP and Oracle E-Business Suite (EBS) modernization, cloud, IoT, and mobility initiatives while keeping the most vital systems and data protected and compliant. Headquartered in Boston with regional offices in Heidelberg, Germany, Buenos Aires, Argentina, Texas USA, and now in Bucharest, Romania. Onapsis proudly serves more than 300 leading brands and organizations, including many of the Global 2000. For more information, connect with Onapsis on LinkedIn or visit https://www.onapsis.com .

• Proactively manage the end-to-end customer lifecycle to drive adoption, maximize net retention, and secure renewals by optimizing the overall customer experience • Serve as a trusted adviser to clients, developing tailored customer success plans and educating them on the long-term business value of Equifax solutions • Serve as the primary "connecting thread" between clients and internal teams (Sales, Product, and COEs) to ensure seamless execution across the customer journey • Track and maintain account health metrics, partnering with Account Executives to lead impactful Quarterly Business Reviews (QBRs) that demonstrate ROI • Drive internal advocacy by utilizing the "Voice of the Customer" to resolve complex issues and influence product roadmaps to better meet client needs • Support clients through the transition from acquisition to full-scale usage, ensuring they achieve their desired business outcomes and realize maximum value from our solutions