• Team Leadership & Development: Build, mentor, and lead a high-performing team of Solutions Engineers • Establish best practices for pre-sales engagement, technical discovery, and solution delivery • Foster a culture of accountability, continuous learning, and customer-centric problem solving • Provide coaching on deal strategy, technical positioning, and executive communication • Pre-Sales & Customer Engagement: Partner with Account Executives and Sales Leadership to support complex, multi-stakeholder sales cycles • Lead and oversee delivery of tailored product demonstrations aligned to customer needs and operational workflows • Act as a senior technical and domain expert in high-impact deals and strategic accounts • Support field engagements, executive briefings, and on-site demonstrations with public safety agencies • Go-to-Market Strategy & Execution: Collaborate with Sales leadership to develop and refine territory and account strategies • Use data-driven insights to identify high-value opportunities and optimize resource allocation • Contribute to pipeline development and help drive deal progression through technical validation • Trials, Pilots & Customer Success Alignment: Oversee strategic pilot programs and customer trials, defining success criteria and ensuring alignment across teams • Lead post-trial evaluations and support conversion of pilots into long-term customers • Partner with Customer Success to ensure seamless handoff from pre-sales to post-sales and long-term adoption • Cross-Functional Collaboration: Work closely with Product and Engineering to relay customer feedback, feature requests, and market insights • Partner with Marketing to support messaging, positioning, and field enablement • Help shape product positioning within the public safety and drone ecosystem • Industry Leadership & Representation: Represent DroneSense at industry events, conferences, and customer engagements • Build credibility and relationships with public safety leaders and key stakeholders • Serve as a trusted advisor in mission-critical operational environments

• Actively contribute to Zip’s sales efforts by supporting prospective customer-facing conversations, effectively conducting discovery, demonstrating our solutions, handling questions, and overcoming objections to help our prospects see the value in choosing Zip. • Own responsibility for responding to customer asks, including follow-up questions, demos, RFx and IT security questionnaires. • Build and develop custom demos that match customer requirements • Lead, scope, and partner with Post-Sales to deliver POCs • Partner with the Sales team to deliver on our sales objectives. • Partner with the Post-Sales Solutions Consultants to ensure our customers experience a seamless transition from sale to onboarding - communicating their needs and objectives with proper expectations set for successful delivery. • Deliver feedback to help us grow and evolve - on processes and products.

• Strategy driver: Partner with CS and Product leadership to define the strategy and roadmap for our chatbot and email AI agents to contribute to company OKRs • Architect and optimize AI agent workflows and procedures: Design simple, reliable conversation workflows and automations so our chatbot asks the right questions, clarifies common customer needs, and responds with accurate information, appropriately escalating to live support when needed. • Quality reviews, analytics and bot coaching: Conduct regular reviews of bot conversations and high-level report analysis to identify trends, areas of opportunity and potential risk within the chatbot. • Cross-collaboration to improve resolution rate and quality: Work with partners in Engineering, Product and CS Strategy and Ops to maximize the types of interactions the chatbot can support and resolve - connecting new data sources or systems on the backend to give the bot greater scope, implementing new workflows that use this data to solve new customers requests without live support intervention. • Optimize the AI Agent experience across all channels: Expand upon the types of interactions and experiences that qualify for the email AI agent and other asynchronous channels. • Compliance and security: Ensure Mercury’s high standards for security and compliance are woven into the foundations of our AI-assisted CS strategy • AI vendor relationship owner: Own the relationship with AI vendors for CS solutions, including Intercom. Raising issues, requesting fixes, staying on top of product releases and coordinating changes that impact CS operations • Scoping of internal agent co-pilot: Drive efforts to assess and implement agent assist AI tools to maximise agent efficiency • Evaluation of AI tooling for CS partners: Support other teams, such as Learning and Development and QA in evaluating how other tools’ AI offerings can increase efficiency across CS.

• Será responsable de convertir necesidades de negocio en arquitecturas robustas, escalables y alineadas con los estándares corporativos, garantizando calidad técnica y sostenibilidad a largo plazo. • Trabajarás junto a equipos de desarrollo, producto y arquitectura empresarial, asegurando que las soluciones cumplan con los principios técnicos, regulatorios y de seguridad propios del sector financiero.