• Serve as the primary point of contact for customers. • Participate with the Sales team to provide a strong customer-focused sales, orientation, and launch engagement process. • Develop excellent relationship up to customer’s C-level executives. • Develop a deep understanding of customer’s identity and access governance landscape and business challenges and advise on possible solutions delivered by the Saviynt product. • Develop trusting relationship with customers and executive sponsors to drive product adoption and ensure they achieve full business value. • Partner with internal Saviynt teams to align product development and support activities with the customers business case and strategy. • Represent the customer in internal prioritization process. • Proactive preparation for important events (go-lives, releases, etc..) • Develop and maintain an accurate account plan / success plan for each customer in the portfolio. • Develop and monitor key performance indicators and review monthly for necessary corrective actions. • Monitor and identify utilization trends, provide recommendations based on risk and customers’ needs. • Plan education for customers on new features and releases. • Manage renewal pipeline including potential at-risk customers to remediate and ensure a successful renewal. • Assist with the management of delivery projects. • Assist with transformation and process improvements across the organization. • Act as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.

• Service Delivery Managers are responsible for taking ownership of the relationship held with each of their customers and to serve as an interface between the customer and the Rackspace support infrastructure. • They ensure that their customers technical, administration and specialist support needs are met. • Additionally, they are expected to maximize the strength of the customer relationship by building a solid rapport with the client -identifying and taking advantage of sales, networking and PR opportunities and managing difficult situations to ensure that Rackspace’s reputation for Fanatical Support is upheld. • Maintain direct contact with customers before and/or after the sale.

• Be the primary point of contact for key clients, ensuring an exceptional user experience • Take full proactive responsibility for implementing framework agreements with major clients • Continuously expand and strengthen your network within assigned accounts • Promote both established and new applications across various business units of key accounts • Provide product training and guidance to users • Ensure clients have all necessary information to work efficiently with our products • Maximize product utilization to deliver the highest value and impact for our customers

• Create and manage support tickets for issues or action items requiring follow-up, ensuring proper documentation and resolution. • Manage all customer email communications, ensuring inquiries and concerns are addressed promptly and effectively. • Provide feedback and insights to improve customer service quality and enhance the overall customer experience. • Identify recurring customer issues and collaborate with internal teams to implement process improvements. • Track and report on key performance indicators (KPIs) related to customer satisfaction and support efficiency. • Coordinate and manage internal projects related to customer support, service delivery improvements, and cross-functional initiatives, ensuring timely execution and clear communication among stakeholders.