• Hands-on implementation of solutions and case studies with our clients • Digging into our clients’ domain and activities. You need to understand the ins-and-outs of their workflows: their portfolio, their teams, their processes, and their systems. • Design integrations with our SaaS portfolio management software that often require thinking outside the box – it’s new software after all! • When necessary, create scripts to automate parts of the integration • Act as the key partner of our customers, and own the project once the contract is signed. • That involves the ability to communicate clearly and continuously with various stakeholders and deliver impactful presentations. • That also means taking responsibility for the success of our clients' projects. • Analysing systems (ETRMs, billing systems / ERPs, CRM) and dissecting data representations in our clients’ environments, with a high level of detail and rigour, to inform integration strategies. • Managing client and prospects onboarding and service, from communication and advisory to technical support. • Reporting on / synthesising activity, pain points, decisions and progress on the main ongoing projects to other key managers in the company. • Identifying new opportunities to solve pain points for our customers, either through upselling other parts of our platform, or through projects to develop new platform capabilities for our customers (working closely with our commercial and product teams). • Contributing to product and other cross-functional projects when required. • Figuring out business context from data; analysing and transforming client data (Excel spreadsheets, extracts of ERPs, ETRMs, accounting systems). Mapping activities and systems, and designing solutions that make our system work with our clients' systems and portfolio. • Running all kind of analyses on the portfolios of our customers, to validate solutions and hold educated conversations on use case upsell. • Improvement of internal efficiency and speed of delivery, by implementing automations for our clients’ needs. • Improvement of the scalability of internal tooling and team workflows. • Translation of technical and product-related concepts into non-technical language and visualisations for clients. • Asking questions to identify our clients’ needs during the sales process and tailor demo case studies for them, as well as running workshops. • Identifying customer pain points and potential new opportunities for our product.

• Conduct requirement gathering sessions in order to interpret and deeply understand business requirements while documenting those clearly and concisely. • Develop and Integrate yourself into your customers operations team to support Gainsight. • Configure the Gainsight Community and Education platforms per the desired specifications and conduct enablement sessions to the customer’s key stakeholders. • Quickly establish rapport and positive relationship with client & stakeholders, and manage expectations throughout the implementation lifecycle. • Proactively Identify and escalate potential issues/risks and partner with both internal & external stakeholders for mitigation/resolution. • Participate in establishing best practices, templates, policies, tools and partnerships to expand and mature capabilities of the team. • Forecast, track and report project hours and achieve your utilization target. • Maintain expert-level knowledge of Gainsight’s Customer Communities and Customer Education platforms. • Work with the product team to stay ahead of future enhancements to Gainsight’s products. • Work cross-functionally to deliver multi-resource customer projects. • Collaborate with the TPM (Technical Project Manager) role on enterprise-level customer engagements, acting as the Subject Matter Expert for the Gainsight platform and advising the custom on strategic decisions. • Be responsible for nurturing existing Gainsight customers to increase adoption and expansion via technical strategy. • Work in tandem with the Customer Success team and drive technical initiatives to achieve customer outcomes.

• Serve as the primary technical advisor for SMB sales opportunities within the Go-to-market team. • Partner with Account Executives to deliver scalable, impactful, technical support throughout the sales cycle. • Support fast-paced, high-volume sales cycle with concise, effective, technical guidance. • Recommend and position tailored product solutions that align with SMB customer needs, goals, and common use cases. • Proactively identify potential technical risks in deals and collaborate with Product and Support teams to resolve them. • Deliver product education to customers, focusing on accessibility for non-technical or resource-constrained teams. • Respond to vendor/risk assessments, RFP/RFI’s, and security questionnaires as needed.

• Communicate with key internal and external project stakeholders to detail requirements for solutions. • Evaluate design requirements from customers and/or partners. • Provide feedback and guidance for greenfield and brownfield project designs. • Develop solution architectures that inform product development initiatives and guide customer engagements. • Validate solution architectures and report results of Proof-of-Concept (PoC) testing. • Document industrial network and/or digital automation network designs in various forms.