• Act as the main technical liaison for assigned agencies, diagnosing and resolving complex technical issues with Axon's products and services. • Collaborate with deployment teams to design, configure, test, and implement Axon software solutions, ensuring successful rollouts. • Respond quickly to critical technical issues, acting as a crisis manager to restore functionality and minimize impact on agency operations. • Represent agency needs and feedback internally at Axon, influencing product development and service improvements. • Guide agencies through change management processes, identifying pain points and providing solutions to optimize software usage and adoption. • Work closely with cross-functional teams, including engineering, product management, and sales, to ensure a seamless customer experience. • Utilize tools like Microsoft Power BI, SQL Server, and Form Builder/JSON to build custom dashboards, manage data integrations, and support reporting needs. • Provide advanced training and training documentation to agency staff on Axon’s products and services, ensuring they are well-equipped to use the tools effectively. • Work onsite with customers to resolve issues, provide training, and ensure the agency's needs are met promptly.

• Lead technical onboarding and post‑sales implementation of Chainalysis solutions for assigned customers, from discovery through go‑live and stabilization. • Design and configure integrations, APIs, data feeds, and workflows that align Chainalysis products with each customer’s architecture, use cases, and compliance requirements. • Monitor product usage, SLAs, and key technical health metrics; proactively identify risks, drive issue resolution, and surface optimization opportunities. • Share best practices, enablement content, and technical guidance that help customers deepen adoption and discover new use cases across investigations, compliance, and risk teams. • Act as the primary technical point of contact for your accounts, coordinating with internal Product and Engineering teams on escalations, roadmap feedback, and customer-driven improvements. • Partner with Customer Success Managers and Account Executives to support renewals and expansions by providing credible technical input, ROI evidence, and solution recommendations. • Occasionally travel to customer sites or regional events to support key deployments, workshops, and executive briefings.

• Lead technical onboarding and post‑sales implementation of Chainalysis solutions for assigned customers, from discovery through go‑live and stabilization. • Design and configure integrations, APIs, data feeds, and workflows that align Chainalysis products with each customer’s architecture, use cases, and compliance requirements. • Monitor product usage, SLAs, and key technical health metrics; proactively identify risks, drive issue resolution, and surface optimization opportunities. • Share best practices, enablement content, and technical guidance that help customers deepen adoption and discover new use cases across investigations, compliance, and risk teams. • Act as the primary technical point of contact for your accounts, coordinating with internal Product and Engineering teams on escalations, roadmap feedback, and customer-driven improvements. • Partner with Customer Success Managers and Account Executives to support renewals and expansions by providing credible technical input, ROI evidence, and solution recommendations. • Occasionally travel to customer sites or regional events to support key deployments, workshops, and executive briefings.

• Responsible for developing and maintaining a strong relationship with Enterprise customers (up to an approximate licence device count of 5,000) • Responsible for developing and maintaining SME-level knowledge for SOTI MobiControl and learning 1 additional SOTI One Platform product to support Enterprise Customers. • On-board Enterprise customers presenting benefits and how to access them, establishing processes for contacting TAM, setting up Administrator, raising cases and setting up regular cadence call. • Deliver Quarterly Business Reviews including product roadmap (when available) in accordance with customer's requirements. • Provide ad-hoc technical consultancy, advice and guidance using product and general technical expertise, including the timely communication of potential issues that may cause disruption. • Regularly attend TAM/Support sync meetings to assist and contribute towards the timely resolution/escalation of your customer's support cases. • Oversee and manage any customer-requested Root Cause Analysis (RCA's) for Priority 1 Cases, maintaining responsibility for the delivery of information back to the customer preventing future reoccurrence. • Create and maintain Business Profile containing personalised network diagrams, details on the setup and configuration of SOTI One Platform products, specific business use cases that improve understanding and potential for QA prior to assisted or paid upgrades. • Contribute towards the creation of Webinars on a range of topics to benefit Premium and Enterprise customers, ensuring the sharing of accurate and up to date information designed to provide real business value. • Undertake Discovery Calls for your Enterprise customers to deliver paid Work Orders, or free PS Hours (if applicable) for all Professional Services SKU's. • Hold requirement gathering sessions with customers and provide feedback to the back-end software development team to assist in any product fixes, enhancements etc. • Contribute towards the development and maintenance (or review/approval) of documentation to support the services delivered by SOTI Enterprise and Professional Services. • Accurately document all initial and sign-off communication to organise Work Orders. • Record progress against delivery of service within Work Order, including the amount of time spent on each service delivered for your Enterprise customers. • Create and maintain Knowledge base documents that may be generated through errors or testing encountered, troubleshooting and research on known issues, as a result of SRT or advised by customer and raised as JIRA (confirmed by Development). • Take opportunities to become a buddy to help oversee and assist new hires adjust to life in Enterprise and Professional Services. • Complete necessary SRT Manifest Testing for responsible SOTI One Platform products, attending SME meetings held by Product Managers to provide relevant feedback.