• Manage multiple customer implementations. • Coordinate with internal teams, including R&D, product development, and sales, to ensure seamless integration and deployment of solutions. • Define project activities such as planning, scoping, issue/risk management and project reporting. • Monitor project progress, identify potential risks, and implement mitigation strategies to ensure timely and successful project completion. • 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 to ensure AI tools are being integrated into daily diagnostic workflows. • Systematically gather customer feedback and pain points to influence the Ibex product roadmap. • Collaborate with customers to establish Key Performance Indicators (KPIs) and conduct periodic Business Reviews to demonstrate the value Ibex is delivering. • Ensure a smooth transition from ‘deployment’ phase to ‘long-term maintenance’, maintaining a relationship that minimizes churn.

• Own the Customer Lifecycle: Act as the primary point of contact for strategic accounts, ensuring their success from onboarding to adoption, expansion, and renewal. • Accountable for Net Retention: Own the renewals process. Partner with Sales to drive expansion opportunities and drive net retention. • Drive Value Realization: Partner with customers to define success metrics, identify use cases, and deliver measurable outcomes using Gruntwork’s platform. • Build Strategic Relationships: Develop trusted relationships with CTOs, VPs of Engineering, and DevOps leaders to understand their goals and align Gruntwork’s solutions to their needs. This includes leading strategic executive business reviews (EBRs/QBRs/CABs) to align on business outcomes, showcase ROI, and ensure long-term partnership growth. • Create and manage a Customer Advisory Board: Facilitate the creation of a semi-annual CAB with our top customers. • Mitigate Risk: Proactively monitor customer health, identify risks, and develop action plans to prevent churn and ensure long-term success for our platform and legacy customers. • Shape Customer Success Strategy: Contribute to the evolution of Gruntwork’s customer success programs, including onboarding, training, and enablement initiatives. • Be a Gruntwork Expert: On a technical level, understand how each of Gruntwork's products provides value to customers and use that knowledge to help customers see value, or upsell/cross-sell to products that can provide additional value. • Champion the Customer to the Company: Serve as the voice of the customer - bring customer feedback and concerns back to the team to prioritize fixes and influence the roadmap.

• Own enterprise customer accounts end-to-end — act as the single point of accountability for adoption, performance, and growth. • Partner closely with customer product and engineering teams to design, deploy, and scale solutions on Nash’s platform. • Become a true Nash expert — understand platform capabilities and limitations as well as anyone in the company. • Use your expertise to advise customers, guide integrations, and identify improvement opportunities. • Drive measurable outcomes across KPIs such as delivery performance, defect reduction, and cost efficiency. • Lead account growth and retention by ensuring customers realize ongoing value and by surfacing new expansion opportunities. • Troubleshoot and resolve integration or workflow challenges in collaboration with customer engineers and Nash’s internal teams. • Act as the internal advocate for your accounts, ensuring their priorities are represented across cross-functional initiatives.

• Guide and assist customers in the seamless integration of our APIs into their web and mobile applications. • Collaborate with the development team to ensure smooth onboarding and provide technical expertise during the integration process. • Serve as the primary technical point of contact for our customers, addressing their inquiries, troubleshooting issues, and providing effective solutions. • Conduct a thorough analysis of internal logs to identify and troubleshoot customer issues. • Proactively monitor API usage and performance to identify and resolve potential issues before they impact customers. • Utilize your expertise in JavaScript to craft sample code snippets and offer tailored recommendations to optimize customer integrations. • Develop automation scripts for API testing, validation, and monitoring processes. • Conduct training sessions and webinars to educate customers on best practices for using our APIs effectively. • Create and maintain comprehensive documentation to facilitate self-service support for customers. • Build strong, long-lasting relationships with customers, understanding their unique needs, and ensuring their success with our API product. • Work closely with Customer Success Managers to onboard, retain and grow customers • Act as a liaison between customers and our product development team, gathering valuable feedback and insights to drive continuous product improvement.