• Own the onboarding process – Guide customers through the implementation of products and platforms, ensuring that compliance objectives align with business goals. • Engage with senior stakeholders – Build trusted relationships with founders, CXOs, and security leaders, providing expert guidance on security frameworks and best practices. • Drive technical adoption – Troubleshoot integration issues, provide technical recommendations, and ensure a seamless Sprinto deployment tailored to each customer. • Collaborate cross-functionally – Act as the primary bridge between customers and internal teams (Product, Customer Support, Compliance) to resolve challenges and drive improvements. • Monitor customer pulse – Track key performance indicators (onboarding speed, satisfaction scores, and issue resolution times) to enhance customer experience. • Advocate for customer needs – Gather feedback, identify trends, and contribute to product enhancements that improve security and compliance experiences. • Ensure continuous improvement – Optimize onboarding processes, documentation, and internal workflows to enhance efficiency and scalability. Experience in onboarding and implementation is a must.

• Manage projects for the installation and integration of F5 security as a service solution for Fortune 500 and Global 1000 companies. • Proactively anticipates customer needs and facilitates project success. • Act as the primary representative between our customers and F5. • Develop and implement best practices for program/project management, communication artifacts, reporting, and capability improvements. • Develop models for resource planning and consumption as well as key performance metrics for project/program success. • Communicate effectively; organize and juggle priorities; solve problems and make decisions; build teams and relationships.

• Support enterprise customers implementing Red Hat Ansible Automated Platform solutions • Serve as the primary customer advocate within Red Hat, facilitating communication and collaboration across teams • Deliver Red Hat portfolio roadmap updates and assist customers with product upgrades and implementation • Rapidly learn and stay current with new technologies, including container orchestration, registries, build strategies, microservices, and automation environments • Specialize in Ansible Automation Platform, providing expertise on its implementation and use • Perform technical reviews to proactively identify and prevent issues, sharing knowledge across teams • Gain a comprehensive understanding of the customer's technical infrastructures, environments, hardware, and product usage • Investigate and respond to support requests via various channels, including online, phone, video call, chat, etc. • Provide strategic advice and guidance on current and future Red Hat products and solutions • Manage customer cases, maintaining clear and concise documentation • Collaborate with engineering, R&D, product management, and technical support teams • Create and maintain technical documentation for issue resolution and knowledge sharing • Manage and grow customer relationships through attentive, relationship-based support • Visit customer sites as needed and ensure exceptional service experience

• Manage a book of business, including Fortune 500 companies, where you will be responsible for providing our customers with proactive, strategic and operational technical guidance and consultation. • Drive stability and growth within your book of business that increases your customer’s revenue, drives customer retention, and improves NPS. • Be a technical resource that helps maintain and optimize your customer’s technical ecosystem. • Collaborate with Product and Engineering teams to understand, influence, and prioritize new features and the BigCommerce Roadmap ensuring customer success. • Develop and maintain Technical account level Run Books that document your customer’s architecture on the BigCommerce platform as well as integrations with third party solutions and applications. • Provide your clients with platform configuration support and conduct service reviews, focused on growth measures to mitigate case incidents. • Work closely with internal Support teams for case oversight and management, ensuring your client’s cases are aligned in accordance with your client's priorities. • Draw upon the collective knowledge within BigCommerce and the e-commerce and SaaS industries to lead technical Best Practice reviews with your clients ensuring they maximize the value from the BigCommerce platform and ecosystem. • Partner with your clients to personalize information that is impactful to their BigCommerce store regarding maintenance and product feature releases, as well as future plans centered around the BC Roadmap. • Participate in reoccurring business reviews (to Executive Leadership) of your book of business and recommend business plans that result in year over year growth. • Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders. • Evaluate your client’s technology environment and recommend apps, integrations, features and partners aligned to your client’s business objectives. • Assist with high severity requests or issue escalations as needed, and manage the escalation through resolution.