• Ensure assigned accounts realize maximum technical value from Expel's service • Build strong relationships with security practitioners and technical leaders • Drive platform adoption and deeper integrations into customer security ecosystems • Deliver technical depth and expertise to enable Customer Success Managers to focus on strategic relationships • Own technical response coordination with customers during incidents • Resolve integrations or troubleshooting challenges, escalating when needed • Measure success using adoption metrics, customer technical health scores, and retention outcomes

• Understand the full solution NICE & 3rd party integrations for designated accounts. • Analyze support activity and SR trends for the assigned account ensuring SLAs are met, CSAT is achieved and/or provide recommendations to close gaps- Facilitate Meetings. • First point of escalation for designated accounts for support process issues not resolved by the standard process. • Facilitate problem resolution across NICE internal teams, driving actions, communication and RCA/Best Practices. • Establish relationships and effectively communicate with key members of Customer’s technical team including management personnel. • Identify barriers to product adoption and partner with appropriate NICE and Customer teams to optimize Customer success. • Develop, implement and maintain standard practices for designated accounts aligned with the Global TAM operating model. • Oversee transition phase from Client Services to Customer Support (documentation and report review, completed project sign-off, documented acceptance, updated internal sites with hand off materials)- Ensure Day 2 readiness and Success. • Act as Back up for Support Managers as directed. • Mentor and coach Engineers from a technical perspective. • Communicate and advocate customer requirements and concerns to product management team R&D and other internal stakeholders. • Lead Root Cause/Best Practice sessions with Customers and internally as required. • As a 24x7x365 organization, on-call responsibilities may be required as well as occasional travel to customer sites.

• Own post-sale technical relationships, guiding customers from onboarding through adoption and renewal. • Lead technical implementation, including integrations, configuration, and security reviews. • Act as the technical advisor for assigned accounts, ensuring customers are set up for long-term success. • Partner with Customer Success Managers to proactively identify risks, drive expansion opportunities, and maximize customer value. • Contribute to strategic customer health reviews and success planning across the full 1Password ecosystem. • Represent the customer voice internally by sharing feedback with Product, Marketing, and Support. • Create and maintain resources (playbooks, knowledge base, etc) that scale customer impact. • Mentor junior team members, contribute to enablement, and shape scalable processes. • Act as an escalation point for complex technical challenges and strategic accounts. • Occasionally represent 1Password at customer meetings, industry events, or team offsites (some travel may be required).

• Actively engage in calls and meetings with potential customers. • Collaborate and oversee technical discussions in ongoing business opportunities. • Provide in-depth architecture and sizing recommendations. • Offer coaching and presentations in customized workshops, webinars, and hands-on training sessions. • Assist prospective customers in constructing a compelling business case. • Create materials to showcase product functionality and performance. • Take the lead in internal initiatives to improve our processes, systems, and tools. • Leverage your technical expertise as a subject matter expert within the team. • Act as a dedicated team player within our global group, emphasizing mutual support and knowledge sharing as key priorities.