• Develop and maintain strong client relationships, ensuring alignment with customer needs • Serve as the primary contact for customer inquiries, ensuring timely resolution of issues • Create detailed reports, analysis and recommendations based on Joom Pulse data for our customers • Lead frequent meetings with customers and oversee ongoing product training sessions • Drive growth through upsell/cross-sell opportunities while consistently improving NPS and success KPIs • Facilitate end-to-end customer onboarding and technical adoption of our data tools

• Serve as the primary point of contact for all client engagements, ensuring alignment on objectives and expectations. • Partner with key stakeholders to drive adoption, engagement, and strategic alignment of our platform within their organization. • Conduct regular business reviews to track KPIs, identify opportunities for growth, and mitigate risks. • Plan and execute user training sessions, ensuring adoption by equipping clients with best practices that fit their specific use cases and needs. • Take a “teach-to-fish” approach, empowering users with self-service capabilities while providing hands-on support when needed. • Navigate multiple complex projects across various business units within a client’s organization. • Track program performance metrics and analyze reports to identify trends, gaps, and opportunities. • Develop and deliver executive-level presentations summarizing impact, progress, and ROI. • Proactively monitor customer sentiment, identifying early warning signs of risk. • Strategically de-escalate critical situations, ensuring alignment with client goals and expectations. • Serve as a trusted advisor, advocating for client needs internally while balancing business objectives. • Work closely with engineering, product, and support teams to resolve client challenges efficiently. • Provide structured feedback to inform the product roadmap and improve the customer experience. • Collaborate with internal teams to ensure seamless handoffs across different phases of the customer journey. • Drive to increase MAUs, NPS, CSAT, and ARR

• Acts as a customer advocate • Results driven and customer focused; “Get things done - Make things happen”. • Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met. • Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal. • Grow existing contract values by cross-selling and up-selling existing contracts. • Build a strong relationship with key customer staff, client director team, and Managed Services teams and management • Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports. • Leads onboarding activities for new Managed Services customers • Set expectations of service quality, availability, and timeliness with the client. • Drives process improvements that increase customer satisfaction • Work with the client and Managed Services teams to identify and manage service improvement activities. • Translate and drive prioritization of customer requirements into service and project requests. • Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner. • Report, communicate, and update relevant stakeholders on service operations. • Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments. • Assist with the development and improvement of the services organization. • Leads and manages recurring Technical Assessments • Participates in business reviews with the customer and the AHEAD sales team • Supports and conducts self in a manner consistent with customer service expectations • Manage Root Cause Analysis and process and participate in Priority events as needed

• Acts as a customer advocate • Results driven and customer focused; “Get things done - Make things happen”. • Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met. • Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal. • Grow existing contract values by cross-selling and up-selling existing contracts. • Build a strong relationship with key customer staff, client director team, and Managed Services teams and management • Ensure reports are provided to an agreed schedule or on request, including incident management, account performance, and service unit billing reports. • Leads onboarding activities for new Managed Services customers • Set expectations of service quality, availability, and timeliness with the client. • Drives process improvements that increase customer satisfaction • Work with the client and Managed Services teams to identify and manage service improvement activities. • Translate and drive prioritization of customer requirements into service and project requests. • Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner. • Report, communicate, and update relevant stakeholders on service operations. • Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments. • Assist with the development and improvement of the services organization. • Leads and manages recurring Technical Assessments • Participates in business reviews with the customer and the AHEAD sales team • Supports and conducts self in a manner consistent with customer service expectations • Manage Root Cause Analysis and process and participate in Priority events as needed