• Act as a strategic partner and trusted advisor to customers • Lead with a customer-first mindset, developing success plans and ensuring stakeholders see continuous value • Guide onboarding and adoption, monitoring account health and engagement • Collaborate with customers to identify critical business processes and drive efficiency • Serve as the technical partner, connecting adoption to business value • Generate qualified leads through data-driven insights and AI usage analysis • Act as the voice of the customer, translating business objectives into actionable insights for teams

• Own the end-to-end technical account management journey for merchants and partners in North America—from kickoff to go-live and post-launch stabilization. • Lead technical conversations with customer stakeholders (Engineering, Product, Ops, Risk) on integration strategy, trade-offs, incidents, and risk management. • Become a trusted advisor to customers: understand business/operational needs, translate them into technical requirements, and drive clear implementation plans. • Coordinate cross-functionally with Product, Engineering, Solutions, Risk/Compliance, and Support to unblock integrations and ensure timely launches. • Troubleshoot API/payment issues end-to-end (logs, request/response analysis, error patterns) and drive resolution with internal teams and external stakeholders. • Improve the technical account management playbook: documentation, runbooks, and process automation to increase delivery speed and quality.

• Onboarding Ownership: Lead end-to-end customer onboardings — from the sales handoff through to project close. You coordinate architecture workshops, platform installation, access setup, integration configuration, and operational readiness reviews. You set the tone for how customers experience vCluster from day one. • Success Planning: Build and maintain customer success plans that document business objectives, KPIs, adoption milestones, and a forward plan. You treat the success plan as a living document that drives every customer conversation, not a one-time deliverable that sits in a folder. • Value Articulation: Translate platform adoption into business outcomes. You connect Tenant Cluster growth, provisioning time savings, and developer self-service enablement to the metrics your customers care about — cost efficiency, engineering velocity, risk reduction, and platform ROI. When it's time to renew or expand, the business case is already built. • Proactive Engagement: Own the customer relationship cadence — regular check-ins, Quarterly Business Reviews, and Executive Business Reviews. You do not wait for the customer and you run executive reviews that reinforce strategic partnership, not just feature updates. • Technical Credibility: Hold credible technical conversations with platform engineers, DevOps leads, and architects. You understand the vCluster architecture well enough to discuss Tenant Cluster deployment patterns, RBAC, Tenant Isolation, integrations, and Day 2 operations. You can independently assist the customer with their technical challenges and design optimal deployment architectures. • Renewal and Expansion: Own the renewal motion for your accounts — starting 90+ days out. You recognise expansion triggers — new use cases, AI/GPU workloads, additional Tenant Clusters, tier upgrades — and you work with the Account Executive and Solutions Engineer to convert them into growth that solves real customer problems. • Customer Advocacy: Serve as the internal voice of your customers. You represent their feature requests, escalate blockers, and provide actionable feedback to Product and Engineering grounded in real account context — not anecdote.

Role Description The Varicent Associate TAM works alongside Technical Account Managers within the Customer Success organization with a portfolio of clients who have subscribed to the VIP Program. The Associate TAM will act as a Varicent adviser to client resources with the aim to maximize the VIP client’s return on their Varicent investment. This will require building strong relationships with all stakeholders and supporting business goals by solving go-to-market challenges with innovative solutions. This will include: - Answering product, process, and solution-specific questions. - Proactively monitoring existing solutions for optimal performance. - Adapting and evolving existing solutions with new implementations and adoption of new features and functionality. - Working in tandem with the primary TAM to own the customer’s technical success. - Supporting all system and solution-focused conversations. Qualifications - At least 5 years of experience in IT Consulting, Enterprise Software Implementation. - Prior experience with Query Based Languages and Relational Databases. - Technical data skills including strong experience with SQL data manipulation and Microsoft Excel. - Preferred: Understanding of Sales Performance Management domain. - Strongly Preferred: Hands-on experience with Varicent software products (Administering, implementing, and/or supporting). - Basic knowledge of system configurations, data models, and data integration best practice concepts. Requirements - Advanced SQL is mandatory. - Support the primary TAM in monitoring the health and performance of Varicent solutions across a portfolio of VIP customers. - Assist in coaching users on foundational Varicent functionality, configuration concepts, and best-practice methodologies. - Participate in reviewing new features, fixes, and release notes to help assess potential impact on the customer’s environment. - Contribute to configuring Varicent solutions based on documented customer requirements, under guidance from the senior TAM. - Prepare and share monthly performance, utilization, and support-related metric summaries. - Analyze solution usage and data patterns to help identify potential issues or areas for optimization. - Assist in implementing proactive maintenance actions and solution improvements. - Collaborate with TAMs and Internal teams to troubleshoot errors, investigate defects, and support solution optimization efforts. - Identify opportunities for customer value realization and surface to the primary TAM for strategic review. - Contribute to customer conversations that frame Varicent products as targeted solutions to process challenges, enabling thoughtful upsell, cross-sell, and expansion motions. - Partner with the TAM team to support sustainable customer engagement, project outcomes, and product adoption. - Contribute to planning and estimating tasks within the Technical Success journey, ensuring alignment within available customer VIP entitlement. - Work with internal stakeholders to understand change management processes and assist in recommending improvements where appropriate. - Collaborate with TAMs to maintain a reusable object repository. Performance Based Success Criteria - 1-3 Months: - Familiarize oneself with company culture, policies, escalation paths, and internal systems. - Complete training and onboarding. - Learn the various systems used in daily operations. - Participate in team meetings and events. - 4-6 Months: - Begin managing defined customer work triaged by your Technical Account Manager cohorts. - Adhere to VIP program deliverables including task tracking against active initiatives. - Begin to prioritize tasks, escalate blockers, communicate effectively, and demonstrate problem resolution, personal growth, and adaptability. - Support data validation, report creation, performance troubleshooting, and config changes as needed. - 7 Months & beyond: - Manage a full client portfolio. - Operate as a trusted technical partner, supporting the TAM at a strategic level. - Independently deliver core TAM activities including configuration work, troubleshooting & support, and documentation of changes. - Generate usage, performance, and status reporting (flagging important data points). - Participate in journey/plan execution. - After 12 months, perform all duties of a TAM, including conducting a complete Annual Health Check and supporting value tracking & outcomes. Company Description Varicent is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. If you require accommodation at any time during the recruitment process please email accomodations@varicent.com. Varicent is also committed to compliance with all fair employment practices regarding citizenship and immigration status.