• Manage and resolve technical issues from our external Tier 1 support team. • Investigate and diagnose issues related to software, networks, and system configurations. • Act as the point of contact for escalated cases, ensuring clear communication with customers regarding troubleshooting steps and solutions. • Maintain accurate records of incidents and resolutions in the support ticketing system to ensure proper tracking and follow-up. • Work closely with Tier 2 and Tier 3 support teams, as well as other departments (e.g., development, product management), to resolve issues. • Develop and update documentation and knowledge base articles for common troubleshooting issues to assist other team members and improve response times.

• Maintain and nurture strong, long-term relationships with customers by understanding their unique needs, challenges, and goals. • Serve as the voice of the customer within the organization, collaborating with product, support, and engineering teams to ensure customer feedback is integrated into future development. • Regularly check in with open customers to anticipate their needs, identify challenges, opportunities for expansion, and offer solutions to improve their experience. • Become a Prepared platform subject matter expert educating customers on the best ways to fully leverage all features to meet their operational needs. • Focus on customer retention by ensuring high satisfaction and identify opportunities for upselling or cross-selling additional solutions that can further enhance their outcomes. • Monitor customer usage metrics and proactively address any areas for improvement, ensuring customers are achieving their goals and adhering to best practices. • Triage and resolve customer issues in collaboration with the technical support team, providing prompt solutions and maintaining a positive customer experience. • Assist in refining and implementing the customer success strategy, tailoring

• Own the EMEA & APAC Customer Success strategy, driving Net Revenue Retention through high customer satisfaction and consistent expansion. • Build and lead a high-performing CS organisation, including Customer Success Managers and Technical Account Managers. • Partner closely with Sales & GTM teams to ensure seamless handovers, value-led renewals, and expansion driven by real customer outcomes. • Act as Customer Success Manager for key accounts, building trusted relationships and guiding customers through complex technical and organizational challenges. • Champion the voice of the customer, turning insights into actionable feedback for Product and Marketing.

• Be the renewals lead: Lead the full renewal lifecycle, moving beyond administrative tasks to serve as a consultative partner during the most critical phase of the customer journey. • Advocate for our Customers: Act as the primary point of contact for renewal inquiries, using every interaction to identify account health and strengthen the client relationship. • Handle contract pricing: Oversee complex contract management, including proration calculations and consortium pricing, ensuring all agreements are accurate and mutually beneficial. • Operate cross functionally: Partner closely with Sales and Customer Success Managers to identify upsell opportunities, resolve escalations, and ensure a seamless handoff.