• 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.

• 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.

• Provide customers with expert guidance on deployment, operational best practices, and assist in establishing a Wiz Center of Excellence. • Serve as the primary Wiz liaison for technical questions or escalations, collaborating with Support, Product Management, and other relevant teams. • Contribute to workshops aimed at helping customers unlock the full value of the Wiz platform. • Develop trusted advisor relationships and establish a regular cadence with customer stakeholders from practitioners to C-level, with a focus on increasing adoption, ensuring retention, and fostering satisfaction. • Help customers develop Success Plans, outlining critical goals and key performance indicators, and provide guidance in achieving these objectives. • Measure customers’ achievement of these key performance indicators and report those both internally and externally. • Identify and address technical issues to ensure high levels of customer satisfaction. • Collaborate with Engineering and Support teams to resolve technical escalations quickly and efficiently. • Advocate for customer needs across various departments (product management, support, ...). • Offer insights regarding the availability of new features in Wiz. • Program manage account escalations effectively. • Collaborate with the Wiz Sales and Renewal teams to secure contract renewals. • Assist in identifying opportunities for expanding Wiz usage across the customer’s organization. • Maintain up-to-date functional and technical knowledge of the Wiz platform. • Continuously monitor news related to new & emerging cloud security threats. • Grow your knowledge of the Wiz ecosystem (Cloud Service Providers, Technology partners, ...)