• Partner with Customer Success to lead customer discovery sessions and understand current state, business challenges, and strategic objectives. • Investigate and assess customer pain points to design and deploy tailored solutions that meet their operational and business needs. • Develop a deep understanding of each customer’s environment, workflows, and long-term goals. • Establish and maintain strong, influential relationships with customer stakeholders and internal cross-functional teams. • Serve as a trusted advisor and advocate, setting appropriate expectations and driving successful outcomes. • Provide proactive guidance on best practices, solution design, and risk mitigation to ensure successful implementation and long-term scalability. • Guide customers through the technical adoption of new features and functionality, offering recommendations tailored to their unique use cases. • Conduct regular customer instance health checks and identify opportunities to improve adoption, performance, and efficiency. • Proactively identify opportunities to enhance customer ROI through strategic initiatives and expanded platform utilization. • Lead compelling, value-based demonstrations—both standard and customized—to showcase platform capabilities and business impact. • Probe for additional expansion opportunities by aligning platform capabilities to evolving customer needs. • Serve as a strong internal advocate for customer needs by partnering with Product and Engineering to influence roadmap direction and enhancements. • Capture, track, and document product feedback and competitive intelligence. • Communicate customer insights effectively to drive continuous platform improvement. • Become a product expert, confidently articulating the value of the platform and how it transforms customer workflows and operations. • Continuously refine technical, product, and pre-sales knowledge to stay current with platform enhancements and evolving customer use cases. • Maintain a strong understanding of industry trends, competitive landscape, and best practices.

• Serve as the dedicated technical resource for assigned customer accounts • Partner with customer System Administrators to understand business processes, workflows, and system configurations • Maintain deep familiarity with each customer’s environment, priorities, and use cases • Act as a product expert, providing guidance, best practices, and technical consultation • Translate customer business needs into system configuration and optimization recommendations • Support customers in understanding platform capabilities, limitations, and tradeoffs • Provide oversight and coordination for customer support tickets • Own or directly manage highly technical or complex issues as needed • Effectively escalate critical and urgent issues, partnering with Support, Engineering, and Product teams to drive resolution • Analyze support trends and proactively address recurring issues • Ensure customers are prepared for and leveraging new product features • Conduct Release Readiness Reviews to prepare customers for upcoming releases, including testing, configuration changes, and process impacts • Partner with customers to drive feature adoption aligned to their business goals • Run a regular cadence of customer meetings to review: • Open workstreams and initiatives • Support ticket status and analysis • New questions and technical needs • Open and prioritized issues • Action items and next steps • Serve as a trusted consultant, ensuring alignment between customer goals and platform usage • Advocate for customer needs internally and provide feedback to Product and Engineering teams

• Own the end-to-end implementation journey for merchants and partners in North America—from kickoff to go-live and post-launch stabilization. • Lead technical conversations with customer stakeholders (Engineering, Product, Ops, Risk) on integration strategy, trade-offs, incidents, and risk management. • Become a trusted advisor to customers: understand business/operational needs, translate them into technical requirements, and drive clear implementation plans. • Coordinate cross-functionally with Product, Engineering, Solutions, Risk/Compliance, and Support to unblock integrations and ensure timely launches. • Manage multiple concurrent integrations: track milestones, dependencies, and deliverables, ensuring smooth ramp-ups and customer satisfaction. • Troubleshoot API/payment issues end-to-end (logs, request/response analysis, error patterns) and drive resolution with internal teams and external stakeholders. • Improve the implementation playbook: documentation, onboarding assets, runbooks, and process automation to increase delivery speed and quality.

• Hire, onboard, coach, and develop a team of Technical Account Managers • Set clear expectations, goals, and career paths for TAMs, fostering a culture of ownership, technical excellence, and customer empathy • Provide regular feedback, performance management, and mentorship to help team members grow and succeed • Oversee technical relationships for Monte Carlo’s largest enterprise customers, ensuring strong onboarding, adoption, and long-term success • Act as an escalation point for complex technical challenges and high-impact customer situations • Ensure consistent delivery of best practices around data observability, reliability, and scale • Partner with Product and Engineering to bring customer insights into roadmap prioritization and product strategy • Collaborate with Sales and Customer Success leadership on account strategy, renewals, and expansion opportunities • Help define and improve TAM processes, tooling, and engagement models as the business scales • Define success metrics for the TAM function and track performance across customer outcomes and team health • Continuously refine onboarding, playbooks, and technical standards to improve efficiency and consistency