• Liaison between WEX and its customers/partners • Retain and partner with Relationship Manager to grow all strategic accounts in their portfolio by providing consultative advice about account configurations and API integrations • Assist customers/partners in diagnosing and troubleshooting company systems and products • Respond to escalated situations where customer/partner has been unable to resolve system/software issues for strategic customers • Provide detailed technical updates on technical issues and resolutions to internal and external stakeholders • Report design, reliability, and maintenance problems or bugs to design engineering/software engineering • Implement best practices to proactively reduce potential fraud or other product and service-related technical issues • Resolve complex Billing and Maintenance file issues • Create innovative solutions to manual or special-handling process requests with technical implications • Provide technical support for new products and services to all strategic customers, including potential customer installation and training • Provide customers 24/7 escalation call support and an on-call team rotation for public holidays and off cycle releases

• Manage overall relationships with assigned end-users, including increasing adoption and ensuring retention and satisfaction. • Provide project leadership for customers' major FireMon programs. • Collaborate cross-functionally with FireMon teams. • Maintain current functional and technical knowledge of the FireMon product line. • Provide hands-on support to customers for system health checks, user and device management, troubleshooting, upgrades, and monitoring activities. • Manage multiple customer engagements, balancing priorities and driving resolution across requests. • Share insights and constructive feedback with internal teams to help improve products and customer experiences.

• Ensure consistently positive customer experiences by providing oversight and management for deployment planning, solution innovation and adoption, and technical issue resolution. • Establish a formal governance model with clients. Conduct periodic stakeholder meetings and quarterly business reviews; maintain an accurate record of discussion and action items and provide monthly account reporting to internal stakeholders through use of Excel, Asana, Salesforce and various other tools. • Develop a continuous product education and awareness program and deliver training sessions as required. • Set and track customer satisfaction KPIs. Develop and manage action plan to continuously improve these metrics and maintain detailed project plans. • Troubleshoot customer concerns and work with team leadership to ensure that critical issues are documented and escalated in an expeditious manner for resolution. • Provide Critical Event Management support through reports, tabletop exercises and drills, and industry best practices. • Serve as a customer advocate within Everbridge and report customer feedback internally to Account Management, Product Management and Engineering. • Produce integration requirements specifications in the form of interface control documents (ICD) based on customer interaction, requests for information (RFI), requests for proposal (RFP), and other technical documentation. • Provide effective feedback to internal Everbridge teams on project status, latest innovations and use case solutions, and other project updates. • Travel to customer locations as needed (up to 20%).

• Consultoria Técnica para Clientes • Venda de Mudas e Produtos Relacionados • Identificação de Oportunidades de Mercado • Educação e Treinamento para Clientes • Acompanhamento Pós-Venda • Gestão de Estoque e Logística • Manutenção de Relacionamento com Clientes • Monitoramento de Tendências de Mercado • Relatórios e Análise de Desempenho