• Serve as the primary scientific and technical contact for customers during implementation projects • Utilize technical and domain expertise to understand client needs and translate them into solution designs, software requirements, and implementation plans • Create scope estimates and/or feature development requests for Implementation teams • Configure LIMS to meet user requirements • Create test plans and execute testing to ensure that the configured system meets client needs • Lead project coordination, ensuring timelines, deliverables, and expectations are clearly communicated and met • Develop customer-facing documentation and provide training to support the adoption • Contribute to continuous improvement by sharing customer insights and informing product development.

• Serve as the SW subject matter expert on short term engagements for Lancope’s customer base. • Work with customer network and security operations on SW network design and installation. • Analyze current installation and recommend implementation and fine-tuning details to increase SW effectiveness. • Communicate with customer engineering and management on project details and progress. • Partner with sales team to enhance sales opportunities in customer accounts. • Provide product feature input to product management to influence future development.

• Provide customer service (external and internal) aimed at ensuring the best customer journey. • Interpret consumer complaints, addressing and correcting root causes. • Document the handling of requests clearly and concisely for external and internal stakeholders. • Ensure adherence to operational and business KPIs, maintaining achievement of established targets. • Use customer service tools and systems to consult and record information.

• Coaching & Execution Support - Host weekly Q&A sessions and/or live coaching calls for members in the Accelerator. • Answer questions and share systems, frameworks, and experiences that helped you scale your own business. • Help founders break through operational bottlenecks—team structure, delegation, fulfillment, lead flow, etc. • Community Engagement - Show up inside our community platform to engage with members and offer feedback or insights. • Share strategic advice that cuts through noise and accelerates action. • Support the mindset shift from operator to systems-driven CEO. • Collaboration & Expansion - Work closely with the AAA team to refine coaching frameworks and surface patterns across members. • Contribute to live calls, events, and potentially curated AI content or partnerships. • Help shape the next evolution of the program by bringing insights from the frontlines.