• Own post sales relationship as the main point of contact and technical advisor • Strategize with AEs on upsells, renewals and expansions • Relationship building and executive alignment with our Champions • Conducting Quarterly Business Reviews with strategic customers • Build measurable customer success plans • Lead technical onboarding for new enterprise customers, from initial setup through full integration • Work with engineering teams to configure Socket across CI/CD systems, build pipelines, IDEs, and internal tooling • Build repeatable onboarding playbooks, scripts, and automations that reduce time-to-value • Investigate and resolve integration, configuration, and compatibility issues • Respond to customer issues in dedicated Slack channels • Use logs and telemetry to identify root causes and document fixes • Escalate to Engineering when needed and follow through to resolution • Run discovery conversations to understand customer goals and use cases • Translate complex product capabilities into practical, developer-friendly guidance • Conduct architecture reviews and security posture assessments • Deliver workshops, office hours, and deep-dives that drive adoption • Bring technical feedback and field intelligence back to Product and Engineering • Surface patterns that inform roadmap priorities • Contribute documentation and internal tooling to scale the Technical Success practice

• In this role, you are the technical partner our customers rely on. This is a post sales role. You'll guide them through their adoption of OnePlan by digging into their business needs, translating those needs into real configurations, and building solutions across OnePlan and the Microsoft ecosystem. • Business Centric Solutions - You discover what customers are trying to achieve, then design structured, scalable solutions in OnePlan, Power BI, Power Apps, and Power Automate that directly support those goals. • Hands On Engagement - You build and configure solutions across OnePlan and the Power Platform. This includes creating workflows in Power Automate, building interfaces or components in Power Apps, and developing or modifying Power BI reports to support data driven decisions. • Customer Advisor and Technical Ally - You support customers with both guidance and hands on configuration. Clients look to you for technical clarity, direction, and a deeper understanding of how to use OnePlan and the Microsoft tools that support it. • Barrier Removal - You identify technical or adoption roadblocks and clear them quickly so customers can keep moving without friction. • Effective Communication - You translate complex technical ideas into clear explanations that help customers feel confident and informed. • Project Management and Collaboration - You manage multiple customer engagements at once, work closely with product and delivery teams, and occasionally join onsite sessions to strengthen relationships and drive adoption.

• Act as the primary point of contact for assigned accounts, building strong, long-term partnerships. • Understand client objectives and ensure they maximise value from our data solutions. • Conduct regular reviews to drive satisfaction and alignment. • Drive growth through upselling, cross-selling, and expansion opportunities. • Proactively manage renewals to ensure high retention. • Develop and execute strategic account plans in collaboration with Sales and Marketing. • Oversee technical onboarding and data setup. • Partner with technical teams to ensure successful implementation. • Translate client needs into tailored reporting and solutions. • Own and resolve client issues, coordinating with internal teams as needed. • Maintain clear documentation and follow-up on action plans. • Monitor account health and data usage to identify optimisation opportunities. • Provide performance insights and KPI reporting. • Support renewals, contract updates, and commercial negotiations. • Ensure accuracy of commercial terms and invoicing. • Act as the voice of the customer internally. • Contribute to account strategy, product feedback, and customer success stories.

• Lead onboarding of new accounts and ensure smooth setup of campaigns • Manage multiple accounts and maintain strong professional relationships • Conduct regular review calls and proactively check in on account performance • Monitor metrics, track KPIs, and ensure accurate reporting in ClickUp, Airtable, or Google Sheets • Collaborate with internal teams to address issues and optimize processes • Maintain detailed documentation of all account activities and workflows