• Provide advanced product-level expertise, leading complex deployments and resolving intricate technical challenges. • Serve as the go-to expert for SASE products, guiding customers through sophisticated integrations and customizations. • Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Palo Alto Networks solutions. • Lead efforts to drive product adoption, conducting in-depth training sessions, and workshops tailored to customer needs. • Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement. • Ensure customers achieve operational excellence by fully adopting and optimizing new features. • Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives. • Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies. • Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution.

• Serve as the primary post-sales success lead for assigned commercial accounts • Build trusted relationships with program leadership, DevSecOps teams, and security stakeholders • Develop and execute mission-aligned success plans for our customers • Lead Quarterly/Executive Reviews focused on operational readiness and mission outcomes • Proactively identify adoption gaps, compliance risks, and expansion opportunities • Assist customers on Kubernetes-based platform architecture questions • Understand what secure implementations in IL2/IL4/IL5/IL6 and air-gapped environments • Advise on DevSecOps pipelines, GitOps workflows, and secure software delivery • Troubleshoot complex deployment challenges in partnership with Engineering • Articulate customer requirements related to compliance (e.g., RMF, STIGs, cATO, Zero Trust) • Identify mission renewals & expansion opportunities across our customer base • Drive deeper platform adoption across development teams • Platform adoption across mission programs • Renewal and expansion within assigned accounts • Time-to-operational capability • Customer health and satisfaction • Successful secure deployments in classified environments

• Participate and lead technical design workshops with customers • Design, Configure and Implement our platform • Customer training and enablement • Drive product adoption and usage • Ensure customers are wildly successful and renewing and referenceable • Troubleshoot and resolve production issues • Stay current with the latest tools and methodologies; share knowledge by clearly articulating results and ideas to key decision makers • Be the voice of the customer with engineering, product management and rest of the company

• Act as a Darktrace and security expert and consultant to customers. • Develop and maintain excellent, hands-on knowledge of the Darktrace solution. • Conduct deployment discovery and architecture design reviews for existing customers. • Work towards and maintain relevant Darktrace certifications. • Provide consultative guidance to customers on cybersecurity priorities and initiatives. • Work with customers to learn their priorities and map to technical solutions. • Document and utilize the values statements and needs of Darktrace customers. • Maintain organized and timely documentation, account administration, and updates of internal systems. • Be mentored by and in turn provide mentorship to members of the CSE team on areas of particular expertise.