• Manage, support and service assigned set of accounts with focus on customer retention providing daily customer support interactions with the Managed Services Engineers and Consultants • Service Delivery to manage the delivery of IT services to clients, ensuring that service levels are met or exceeded, and that any issues are resolved in a timely and effective management. • Identify ways to increase customer satisfaction and increase value-add for customers. • Identify customer service opportunities and manage and direct the work of the customer’s technical resources. • Serve as a stable escalation and contact point for support requests and escalations on behalf of our customers. “First” escalation point on from Engineers should be the Customer Service Managers. • Coordinates with other Managing Architects and Technical resources at Planet when a technical escalation is needed beyond the Managed Services Team. • Coordinate internally with Account Executives to ensure they are looped into any issues or potential additional work opportunities of their clients. • Coordinate with the managed services Managing Architect for technical resources assignment and allocation. • Responds to customer technical issues and drives resolution. • Manage annual renewals providing customer with both quantitative and qualitative proof of value, add-on sales, and service opportunities with the ability to provide insight into other managed services offerings provided by Planet • Produces monthly internal and customer reports to ensure that managed services customers are accurately invoiced. • Manage hourly ad hoc (OLC) contract work as project manager according to project management methodologies published by Planet’s PMO • Management of Microsoft FastTrack engagements

Founded in 2017, Obsidian Security was created to close a critical gap: securing the SaaS applications where modern business happens—platforms like Microsoft 365, Salesforce, and hundreds more. Backed by top investors including Greylock, Norwest Venture Partners, and IVP, we’ve built a complete SaaS security platform to reduce risk, detect and respond to threats, and prevent breaches at the source. Our team includes leaders who helped define the categories of endpoint and identity security at CrowdStrike, Okta, Cylance, and Carbon Black. Now, we’re transforming how SaaS is secured—in the era of agentic AI. Today, Obsidian is trusted by global enterprises like Snowflake, T-Mobile, and Pure Storage. We protect more than 200 organizations across North America, Europe, the Middle East, Southeast Asia, Australia, and New Zealand—including many of the world’s largest Fortune 1000 and Global 2000 companies. With strong global momentum, a growing partner ecosystem including SentinelOne, Databricks, and Google Cloud, and a major fundraise on the horizon, we’re scaling quickly toward long-term growth and IPO readiness. Join us as we define the future of SaaS security! We are hiring a proactive Technical Account Manager (TAM) professional to join our Customer Success team. If you're excited to be part of a winning team of a SaaS security start-up, Obsidian Security is a great place to make an impact. A TAM is responsible for actively driving customer value within the Obsidian platform. The role is to technically advise on the usage of Obsidian solutions and be a subject matter expert on SaaS security challenges and best practices. The TAM's responsibility is to partner with customers in a technical and educational capacity throughout the life of the customer partnership. The TAM is also the voice of the customer within Obsidian, providing important feedback to product management and engineering. The ideal candidate is driven, collaborative, and knowledgeable, has worked in a cybersecurity role and is excited about the opportunity to work in a SaaS security start-up. This is a 100% remote role with a preference for candidates located in Australia. About the Role: - Deliver the highest level of customer experience and technical assistance to customers and partners. Manage simultaneous customer requests, inquiries and issues of varying complexity and priority. - Take ownership of driving complex scenarios and issues, working with appropriate stakeholders in engineering, product management and sales to deliver successful outcomes. - Work closely with our customers to make sure they are enabled/on-boarded successfully, fully understand how to use the platform, and can successfully integrate it into their day-to-day workflows. - Drive towards improving customer understanding and usage of the Obsidian platform. This includes understanding common issues to build and improve in-product documentation and guides, as well as deliver live or recorded product training for new customers or partners. - Identify, communicate, and deliver on opportunities to improve Obsidian’s ability to support and enable our customers to be successful, including new processes, tools, or product prototypes. - Create and deliver Account Health checks and Quarterly Business Review About You: - A strong blend of communication abilities and technical skills to be the field-facing technical ambassador for Obsidian - Experience in building and managing strong customer relationships - Experience with cybersecurity, especially Cloud and SaaS security concerns - Ability to prioritize and manage multiple requests while delivering results - Experience administering and configuring SaaS applications (such as Google Workplace / GSuite, O365, Okta, Duo, etc) - Experience interacting with APIs, integrations, and middleware - An understanding of common web authentication methods (such as tokens, OAuth, SAML, etc.) - Versed in software engineering (Python) is a definite plus - Experience with cybersecurity solution stacks - Experience in incident response, threat triage, log analysis, and data correlation is a strong plus. - Willingness to travel occasionally to meet with customers, not expected to exceed 5%

Role Description The Technical Implementations Manager will assist clients with training, workflow assessment, implementation, and support of the Nymbus platforms, as well as provide surround support and custom configuration to ensure all aspects of them are easily transitioned. This position serves as the primary point of contact for clients and has a key role in helping clients quickly resolve their application issues (system defects, instruction, etc.). Essential Job Functions/Responsibilities - Configure and implement support products i.e. Digital, Onboard and Lend. - Document client and internal discussions and decisions. - Conduct client meetings and provide consultation to the client during the conversion and implementation process. - Demonstrated ability to lead, mentor, and develop high-performing teams. - Provide conversion and implementation support to both internal and external clients utilizing phone, email, and other communication methods as applicable. - Familiarity with emerging AI tools and technologies to enhance productivity, streamline workflows, and support client implementations. - Experience leveraging AI-assisted platforms (such as Kiro and similar tools) for documentation, analysis, and process optimization is a plus. - Ability to quickly learn and adapt to new AI-driven solutions to improve efficiency, troubleshooting, and client support outcomes. - Support ongoing client operational issues by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action. - Communicate progress and any potential problems to management for awareness and/or resolution. - Review Product Release documentation to understand necessary configurations needed to test new features and functionality. - Test new features and functionality. - Develop and maintain procedures that are essential to client implementations. - Engage with clients and evaluate readiness for conversion. - Be responsible for pre-conversion remote and on-site client assistance to ensure data integrity, which may include third party interfaces. - Analyze and conduct root/cause analysis on incidents during the implementation process. - Develop and maintain the tools used to ensure the efficiency and effectiveness of the conversion and implementation process. - Maintain flexibility in schedule to allow for occasional travel. - Perform all other related duties as required or assigned. Qualifications - Bachelor’s degree in related field. - 5+ years of banking or fintech experience, with at least 2+ years in a leadership or supervisory role. - Knowledge of customer service techniques and standards. - Strong working knowledge of online banking, onboard and lend platforms. - Proven ability to manage client meetings. - Proven development and motivational skills. - Several years of banking experience preferred. - Strong familiarity with operations support management hardware/software. - Working knowledge of Google Suite and Microsoft Office. - Working knowledge of JIRA, Confluence, and Smartsheets. - Strong verbal and written communication skills. - Effective public presentation skills. - Diligent time management and analytical skills. - Process and detail oriented. Benefits - $100,000 - $115,000 Annual Salary. - Annual Cash Bonus and Equity Options commensurate with the role level and experience. - 100% Remote. - 401(k) plan. - Insurance - Health, Dental and Vision. - Flexible Paid Time Off.

• Act as primary technical account manager for Ylopo Radar AI subscribers • Onboard and activate clients into the Radar AI ecosystem • Ensure clients understand product outputs and are capable of interpreting their results and next best actions • Track performance metrics across the Radar AI client-base and identify optimization opportunities • Work directly with product to stay ahead of enhancements and roadmap changes • Collect structured client feedback to improve feature prioritization • Identify upsell and cross-sell opportunities tied to Radar AI usage • Create and refine Radar AI best-practice documentation • Support webinars and launch trainings • Collaborate with the Ylopo training and coaching organization for product-level education