• Analyze, troubleshoot and resolve complex technical issues reported by our customer base. • Reproduce customer issues to verify problems and document steps to replicate for the Engineering and Development teams. • Identify and escalate priority issues that need immediate attention, coordinating with our internal development teams and individual developers. • Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible. • Coordinate feedback to product management, development and operations teams. • Ability to build and maintain relationships with project stakeholders, including customers, team members, and senior management. Manage expectations and ensure stakeholder satisfaction. • Ensure alignment between customer objectives and project deliverables, managing cross-functional teams to achieve project goals. • Conduct regular check-ins with customers to ensure they are satisfied and to address any emerging concerns. • Monitor customer usage patterns and provide recommendations for optimizing their experience. • Stay up-to-date with industry trends and best practices to continually improve the level of service provided. • Develop and update knowledge base articles and support resources.

• Lead the technical implementation side of onboarding for new customers, guiding customers through the process of integrating Conversica and CRMs, Marketing Automation Platforms and Dealer Management Systems. • Consult with the customer to define their Conversica lead journey, and configure their dashboard accordingly to ensure successful launch of the platform. • Work alongside the CSM, serving as the technical and product expert. • Provide hands-on configuration support and technical guidance during onboarding to ensure customer systems and processes align with Conversica best practices. • Build trusted advisor relationships with customer stakeholders—from operational teams to leadership. • Provide clear guidance on system configuration, data flow, and best practices to help customers optimize their use of Conversica. • Anticipate and proactively address technical or adoption risks, escalating to internal teams when needed. • Translate complex technical details into clear, actionable guidance for both technical and non-technical audiences. • Effectively manage onboarding projects end-to-end, ensuring timelines, deliverables, and communication remain organized and on track. • Collaborate closely with internal teams—including Product, Engineering, and Customer Success—to ensure a smooth and consistent customer experience. • Document processes, updates, and best practices to strengthen operational consistency. • Maintain strong knowledge of Conversica integrations, data flows, and product capabilities to guide customers and recommend best practices. • Troubleshoot technical issues escalated from tech support and serve as the liaison with Engineering for escalations when necessary.

• Serve as the first point of contact for enterprise customers’ technical inquiries/resolution • Partner with enterprise account team as technical SME to upsell, cross-sell and renew • Provide leadership to manage service disruptions for enterprise customers • Drive customer change management for new product functionality • Maintain a detailed customer technical account profile to ensure supportability • Serve as liaison in advocating for customer product needs and provide visibility into Docusign product roadmap • Ensure Customer contacts have the expertise necessary to manage existing and new product functionality • Ensure consistent delivery of all Enterprise Premier Support program components • Participate in special projects, as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support services • Provide leadership with updates when there are service disruptions and facilitate customer’s return to full functionality and oversee customer’s improvement plans and Docusign RCAs if applicable • Travel as necessary (10-20%)

• Provide day-to-day technical support for gummy manufacturing operations, helping to ensure safe, efficient execution and adherence to specifications. • Lead structured investigations of process deviations, yield losses, and quality issues; identify root causes and implement corrective and preventive actions (CAPA) in partnership with Operations and Quality. • Support pilot-to-production scale-up, verification/validation activities, and technical transfers; document learnings and ensure handoffs enable reliable execution. • Identify and execute opportunities to improve critical process parameters, throughput, consistency, and cost; support savings and continuous improvement programs. • Partner with Quality to develop and maintain in-process controls, procedures, and documentation to meet internal standards and applicable regulations. • Support change control for formulations, materials, equipment, and process changes; assess technical risk and ensure changes are appropriately evaluated, documented, and communicated. • Work closely with R&D, Quality, Supply Chain, and Commercial teams to align technical requirements with business goals and timelines. • Train and coach operators and technical staff on process understanding, standard work, and problem-solving tools; contribute to a culture of continuous improvement. • Track key process and technical performance metrics; create clear summaries and recommendations for leadership and cross-functional partners.