• Serve as the primary technical expert and trusted advisor for assigned customers. • Partner with the Onboarding Manager to ensure smooth onboarding and seamless adoption of Silk solutions. • Host regular customer meetings to provide technical guidance, performance insights, and strategic recommendations. • Lead customer training and enablement sessions to deepen understanding and drive broader platform adoption. • Collaborate with Customer Success Managers to support QBRs, renewals, expansions, and overall account health. • Proactively engage with customers to review upgrade schedules, configuration best practices, and usage trends - identifying opportunities to optimize performance, efficiency, and overall platform utilization. • Translate complex technical concepts into clear, actionable business insights for diverse audiences. • Maintain and document customer architectures, configurations, and technical recommendations. • Ensure customers stay current with product updates and continually realize value from the Silk platform.

• In partnership with our Business Development and Sales teams, present our product to customer prospects, understanding their most critical computational challenges and mapping company value accordingly • Translate and present the company’s vision, strategy, and product roadmap to both executive-level and technical stakeholders • Deliver technical presentations at large events such as conferences, webinars, and seminars and develop materials for those events that can be re-used by other teams • Support marketing efforts by hosting webinars, staffing conference booths and representing the company at industry events. • Hold regular technical meetings with clients during rollout, expansion and support phases and identifying opportunities to develop further ROI • Build and maintain long-term technical relationships with customer teams across the project lifecycle • Identify and recommend new projects that can leverage the D-Wave’s solutions • Serve as a technical resource on quantum optimization, industry trends, and competitive positioning • Convey customer requirements to internal product and development teams, advocating for client needs • Communicate complex technical information clearly and effectively across multiple platforms and audiences • Demonstrate a strong customer support mindset, meeting clients where they are and delivering candid, thoughtful guidance • Expect 30%–50% travel to conferences, client meetings, training sessions, and sales events

• 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.