• Proactively manage and nurture customer relationships through regular, personalized communication. • Collect, analyze, and report on customer feedback to identify trends, concerns, and improvement opportunities. • Conduct timely follow-ups on inquiries, concerns, and service requests to ensure resolution and satisfaction. • Collaborate with internal teams (e.g., HR, operations) to address customer needs effectively. • Maintain accurate and up-to-date records in the CRM system to support service continuity and data-driven decisions. • Support customer onboarding and engagement initiatives to improve retention and program participation. • Identify and escalate recurring issues to relevant departments for systemic resolution.

• Lead, coach, and develop a team of skilled Tax Account Managers • Drive team engagement and retention through effective leadership practices • Implement talent development strategies including training programs and succession planning • Oversee the tax account management function to ensure effective delivery of OSV tax services • Enhance and maintain customer relationships through regular engagement and strategic roadmap planning • Partner with Tax Program Management and Knowledge Coordinators to achieve enhanced analytics • Create and maintain comprehensive reporting systems for team performance and customer satisfaction

• Support our customers by processing and managing their device repair orders with accuracy and attention to detail. • Coordinate closely with internal operations and technicians to ensure timely and efficient service delivery. • Maintain consistent communication with IT administrators, IT directors, and procurement teams regarding repair timelines, device logistics, and service updates. • Track order progress, resolve customer issues proactively, and ensure a positive customer experience from start to finish. • Identify additional opportunities within existing accounts to expand service offerings and drive customer value. • Execute all elements of order management, ensuring accuracy and accountability in every stage of the sales process. • Build strong, long-term relationships with key stakeholders to enhance customer satisfaction and loyalty. • Partner with Account Executives on joint accounts to maximize opportunities and strengthen our market footprint. • Collaborate with Marketing to develop and execute targeted campaigns. • Stay current on technology trends, procurement cycles, and budget planning for the business to identify new sales opportunities. • Conduct engaging virtual presentations and product demonstrations that showcase ComputerCare’s unique service model for business customers. • Identify and pursue upsell or cross-sell opportunities across our IT Asset Management (ITAM) and lifecycle service offerings. • Maintain accurate records of customer interactions, pipeline activity, and forecasts within the CRM.

• Nurture and grow a portfolio of strategic named accounts within your assigned industry, acting as a trusted advisor across all levels of the client organization • Develop a deep understanding of your clients’ business challenges and current-state solutions to identify high-impact opportunities for cross-sell and upsell across Sphera Cloud solutions • Own the sales cycle and contracting process from opportunity identification to deal closing while leveraging internal partners effectively, including Solution Executives to position and pitch product-specific solutions and Solution Engineers to deliver tailored technical demonstrations • Oversee post-sale implementation strategy by coordinating Professional Services and facilitating handoffs to Customer Success • Build and execute comprehensive strategic account plans that map buyer ecosystems, uncover whitespace, and prioritize cross-sell opportunities • Develop and execute comprehensive, long-term account strategies and business plans to achieve sales targets, foster account growth, and identify new business opportunities (upselling and cross-selling) • Conduct annual account reviews with Customer Success to identify renewal risks and uncover growth opportunities within existing accounts • Be an expert in industry dynamics and client developments, and use your expertise to inform account strategy and support long-term growth • Strengthen relationships with key stakeholders across IT, procurement, and functional buyer groups (e.g., EHS, Sustainability) • Navigate long sales cycles and influence complex multi-stakeholder buying processes, including formal committees and third-party consultants • Translate nuanced business challenges into strategic solution proposals that align with Sphera’s platform capabilities • Team Leadership & Coordination: delegate tasks, and coordinate cross-functional internal teams (e.g., sales, marketing, product development, logistics) to ensure seamless service delivery and goal alignment • Financial Oversight & Negotiation: oversee account budgets, conduct price negotiations, manage contract renewals, and ensure the profitability of accounts • Performance Analysis & Reporting: Track key performance indicators (KPIs) and account metrics, prepare regular progress and forecast reports, and present insights to internal and external stakeholders • Problem Resolution: Act as an escalation point for client issues or complaints, working proactively to identify solutions and ensure high levels of customer satisfaction and retention.