• Serve as the primary point of contact for key client accounts, building and maintaining strong relationships with clients. • Successfully handle onboarding of multiple clients simultaneouslyUnderstand clients' business objectives • Understand clients' technical requirements which may require leading technical discovery sessions to ensure that our AI-powered customer support solutions are configured appropriately to meet their needs • Collaborate with internal teams, including sales, product, engineering, and customer support, to address client needs and resolve technical issues. • Develop and maintain a deep understanding of our AI-powered customer support solutions, and effectively communicate technical information to clients. • Identify opportunities for upselling and cross-selling our solutions to existing clients. • Track and report on key account metrics, such as customer satisfaction and product usage, and use this information to drive improvements in our solutions.

• Own the technical relationship with a small number of strategic customers (typically 5–8) • Build a deep working knowledge of each customer’s architecture, use cases, internal platform strategy, and adjacent toolchain; maintain a living technical account plan for each • Drive deeper product integration by identifying opportunities to expand Mirantis usage into new workloads, clusters, environments, and teams — and by working with the customer to remove the technical blockers that stand in the way • Lead technical alignment between the customer’s engineering and platform teams and Mirantis Product and Engineering; translate customer requirements into credible product input and translate roadmap into customer-relevant guidance • Run regular technical cadences — architecture reviews, upgrade planning sessions, roadmap briefings, and health checks — both remotely and on-site at customer locations • Partner closely with Support on high-impact cases for your accounts, alerting duties and hush severity issues, providing account context, accelerating resolution, and closing the loop on recurring issues through product and operational improvements • Advocate internally for the customer across Product, Engineering, Support, and Customer Success; ensure their voice is represented in roadmap, release, and prioritisation discussions • Collaborate with the account team — Technical Account Manager, Account Executive, and Solutions Engineer — without duplicating their remit; the boundary is clear: they own commercial, delivery, and pre-sales; you own sustained technical depth post-sale • Contribute back to internal enablement, reference architectures, and best-practice guidance so patterns learned in one account benefit the wider customer base

• Own strategy and execution for high-complexity implementation projects, ensuring on-time and in-scope delivery for EHR integrations with various healthcare systems. • Own overall project management work across cross-functional internal and external workstreams - meeting coordination/artifacts, project documentation, issue/risks logs, project plans, etc.. • Lead technical project deliverables, including discovery discussions, data source validation, and consultative guidance around data architecture and integrations. • Partner with clients and internal teams to align implementation plans with business objectives and long-term success metrics. • Anticipate and mitigate risks proactively, developing contingency plans and guiding cross-functional teams through critical issue resolution. • Lead cross-functional collaboration and information-sharing, navigating priorities across internal teams (engineering, product, customer success) and external stakeholders. • Contribute to process improvement and scalability, creating playbooks, templates, and best practices to enhance the implementation methodology.

• Own new-client onboarding end to end — run kickoff, build the mutual implementation plan, set success criteria, and drive to first live order. • Configure accounts and workflows in the Pippin portal. • Train client teams on the portal, order tracker, live chat, and report formats. • Be the single point of accountability from handoff out of Sales through a clean transition to the Client Success and Operations teams. • Stand up integrations between Pippin and client systems. • Translate between client and engineering — gather integration requirements, document field mappings, coordinate sandbox testing. • Own the integration runbook. • Partner with Product and Engineering on integration roadmap. • Project-manage internal launches of new software, workflows, and process changes. • Build the change-management plan. • Instrument every rollout with clear KPIs. • Manage the implementation of title-order workflows for new and expanding accounts. • Partner with Ground Searchers network leads.