• Manage multiple customer implementations • Coordinate with internal teams, including R&D, product development, and sales • Define project activities such as planning, scoping, issue/risk management and project reporting • Monitor project progress, identify potential risks, and implement mitigation strategies • Perform technical tasks and system management of the Cloud based solution • Build strong relationships and trust with customer stakeholders • Proactively monitor system usage and clinical engagement • Systematically gather customer feedback and pain points • Collaborate with customers to establish Key Performance Indicators (KPIs)

• Work with NVIDIA enterprise customers to resolve sophisticated technical issues and customer concerns through meticulous research and reproduction for customers installing our products with a focus on next-generation AI, and HPC server technologies. • Own and resolve customer issues during installation, operation, maintenance or product application. • Work with the latest hardware (e.g. GPUs, AI accelerators, high-speed interconnects) and software technologies such as ML frameworks and tools like Spark, Kubernetes, and Ceph. • Bring independent analysis, communication, and problem-solving skills to improve customers' experiences. • Be a technical resource, develop, re-define, and document standard methodologies to share with internal teams (support / R&D) for support processes and improvements.

• 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.

• Serve as the primary technical point of contact for assigned clients, managing technical escalations and ensuring alignment with business goals. • Build and maintain strong client relationships by understanding their operational and technical challenges. • Provide strategic IT guidance and help clients adopt AHEAD’s solutions to improve efficiency and achieve their business objectives. • Conduct regular health checks, risk assessments, and technical reviews to identify gaps and recommend improvements. • Participate in Quarterly Business Reviews (QBRs) to communicate technical value and roadmap alignment. • Collaborate with internal teams (Sales, Engineering, Client Success, Project Management) to ensure seamless service delivery. • Support the Client Success Managers in managing account profitability and service performance. • Maintain accurate and up-to-date technical documentation for client environments. • Identify opportunities for service expansion, automation, and optimization. • Ensure all client engagements are executed with a focus on results, accountability, and continuous improvement.