• Serve as the primary point of contact for clinical trial sites and site networks — building relationships with both the operational and account contacts who oversee the platform at the network level and the site coordinators using it day to day • Tailor your support to who you're talking to — whether that's a strategic check-in with a site network's account team or hands-on troubleshooting with a coordinator processing a visit • Lead site onboarding and training, ensuring coordinators at new sites understand the platform and feel confident using it from day one • Monitor platform experience across your site portfolio — catch issues early, escalate when needed, and follow through until they're resolved • Represent site feedback internally so patterns get addressed, not just individual tickets • Collect and enter study and site configuration data from sponsors into the platform accurately and completely — including payment schedules, visit types, and IRB-approved compensation amounts — ensuring everything is in place before sites go live • Support the activation of sites for large, complex sponsor programs with hundreds of sites coordinating with internal technical teams on integration needs like EDC connections and site system setups • Maintain clean, reliable records that the CS team and sponsors can depend on catching discrepancies early and resolve them before they become problems. • Pay attention to patterns across studies, where data tends to be incomplete, where sponsors and sites get stuck, where the process slows down • Bring observations and recommendations to CS, operations, and Product to improve how we work and how the platform evolves • Contribute to process documentation that makes the next study run more smoothly than the last

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• Guide customers through their Zero Trust journey as the central post-sales point of contact • Help customers adopt and maximize Zscaler's solutions to secure their digital transformation objectives • Provide expert advice, build relationships, and ensure successful solution adoption for public sector partners. • Understand customer goals, challenges, and technical needs to align with Zscaler solutions and drive satisfaction • Build relationships with stakeholders, conduct reviews, and identify growth opportunities • Anticipate challenges, provide proactive recommendations, and mitigate risks • Maintain deep understanding of Zscaler products and contribute to internal and customer-facing Knowledge Base best practices • Collaborate with Sales, Support, and Product teams to deliver a seamless customer experience

• Serve as the single point of contact for inbound requests from assigned clients. • Advocate internally to manage contractual obligations & client expectations. • Maximize the value clients get from ClassWallet solutions. • Facilitate achievement of client’s desired outcomes. • Drive product adoption and contract renewal. • Identify expansion and new business opportunities. • Build client retention and satisfaction through relationship management. • Rely on success metrics and data to determine action plans. • Work closely with clients and internal teams (Sales, Product, Marketing, Professional Services, and Support) to ensure alignment with clients’ goals & objectives. • Set and reset expectations internally and externally as necessary.