• Take ownership of an assigned geographic territory / account set. • Drive growth and expansion within the territory by increasing account penetration, identifying new customers, opportunities, and applications, and ensuring consistent pipeline build-up to support long-term growth. • Manage a portfolio of long-tail accounts and maintain consistent pipeline activity to support revenue goals. • Connect with customers (engineers, sourcing, program teams) to understand basic requirements and introduce SiTime solutions. • Build quick rapport and maintain regular follow-ups. • Ensure steady movement of deals toward design-in and potential wins. • Work closely with distribution partners to drive demand generation, support customer engagement, and track opportunities and design-ins.

• Develop and execute a comprehensive account management strategy aligned with the company’s overall goals and objectives. • Identify opportunities for growth within existing accounts and create actionable plans to maximize customer retention and expansion. • Monitor industry trends and competitive landscapes to adapt strategies and maintain a competitive edge. • Lead, mentor, and inspire the Account Management team to achieve excellence in client service and performance. • Establish clear roles, responsibilities, and performance expectations for team members. • Foster a culture of accountability, collaboration, and continuous improvement. • Set, track, and report on KPIs related to customer satisfaction, retention, and revenue growth. • Implement robust measurement systems to monitor performance and identify areas for improvement. • Ensure alignment between individual, team, and organizational objectives. • Build and nurture strong, trusted relationships with high-profile customers, acting as a strategic partner and advocate for their needs. • Conduct regular business reviews with key accounts to ensure satisfaction and identify opportunities for additional support or services. • Serve as the escalation point for critical customer issues, ensuring timely resolution and a focus on long-term solutions. • Partner with Sales, Marketing, Product, Underwriting, Customer Service and Customer Operations teams to align customer strategies and initiatives. • Provide customer insights and feedback to drive product development and service enhancements. • Collaborate with leadership to ensure alignment on region profitability and stop loss premium growth. • Identify and implement best practices, tools, and technologies to optimize account management processes. • Stay informed about emerging trends and innovations in customer relationship management and account strategies. • Promote and facilitate professional development opportunities for the Account Management team.

Role Description The Senior Account Manager (Sr. AM) is responsible for owning and growing a portfolio of strategic enterprise customers. This role focuses on driving customer value realization, retention, and expansion by aligning the platform’s Agentic IT Operations capabilities to customer business and operational outcomes. The SAM operates as the General Manager of their accounts, partnering closely with Sales, Product, Engineering, and Customer teams to deliver measurable impact and long-term partnership value. What you will do: - Customer ownership: Own retention and growth for Tier 1 enterprise accounts. Build multi-year strategic account plans aligned to customer IT operations goals. - Executive engagement: Build relationships with CIOs, VPs of IT Ops, and SRE leaders. Lead EBRs and BVRs that tie platform capabilities to measurable ROI. - Renewals & expansion: Own renewal strategy and execution. Identify upsell and cross-sell opportunities, manage churn risk, and drive GRR/NRR targets. - Cross-functional leadership: Coordinate Sales, TAM, SE, Support, and PS teams on your accounts. Advocate for the customer internally while balancing business objectives. - Voice of customer: Provide structured feedback to Product and R&D. Surface reference, case study, and speaking opportunities to deepen partnerships. Qualifications - 5+ years in Account Management, Customer Success, or Strategic Accounts in B2B SaaS - Background in enterprise IT, IT Operations, SRE, Observability, or Incident Management platforms - Proven track record managing large ARR accounts, renewals, and expansion - Executive presence — able to translate technical value into business terms - Comfortable navigating complex, multi-stakeholder enterprise organizations - At ease operating with ambiguity in fast-moving SaaS environments Benefits - Competitive equity - Remote-first environment - Unlimited PTO - Twelve (12) paid holidays throughout the year - Comprehensive health benefits - #PandaParent support: Financial assistance for fertility, adoption, and surrogacy expenses, plus up to eighteen (18) weeks of fully paid leave for birthing parents and up to twelve (12) weeks for non-birthing parents. - Financial planning services - Employee learning & development budget - Values-based recognition (quarterly and annually) - Social community & ERG programs - Dog friendly office - Lunches provided in office - Flexible work environment along with a work-from-home stipend to support remote work arrangements - Values-based culture

• Product Strategy & Roadmap: Partner closely with the CEO to translate product vision into a clear, sequenced roadmap with defined milestones, priorities, and success metrics. Own the development and grooming of specific product requirements and communicate roadmap direction clearly across the ELT, engineering, and customer-facing teams. • Market & Customer Intelligence: Inform the roadmap by developing a deep understanding of customers and market dynamics. Run focus groups, user interviews, customer testing, and structured beta programs. Combine direct customer engagement with a working knowledge of the higher education and workforce ecosystem, strategic buyers, and technology trends to make sharp, well-grounded prioritization decisions. • Strategic Partnerships: Own all aspects of uConnect's partnership strategy, including content partnerships and platform integrations. Identify, evaluate, and manage relationships with content providers, technology partners, and integration vendors whose offerings enhance the student and career services experience within the Virtual Career Center. • Internal Enablement & GTM Alignment: Serve as a strong internal communicator and product champion. Support Customer Success, Marketing, and Sales with product messaging, value pitch development, and internal enablement to ensure every customer-facing team can speak confidently to what uConnect builds and why. • Engineering Collaboration: Bring sufficient technical understanding to collaborate effectively with engineering leadership on planning, scope, sequencing, and delivery. Define requirements and communicate priorities clearly to ensure smooth handoffs throughout the development lifecycle. • Product Monetization: Bring a track record of implementing monetization strategies and nuanced ideas for expanding monetization within the Virtual Career Center. Partner with Finance and the CEO on packaging, pricing, and feature tiering, including usage-based, outcomes-based, and add-on models, ensuring the roadmap reflects both customer value and commercial opportunity. • AI & Innovation: Own the product roadmap for AI-powered features and develop a clear vision for leveraging AI internally across product and design operations to scale team capacity and accelerate delivery. Drive a framework for responsible, customer-informed AI product development in the higher education context. • Data Architecture & Strategy: Bring a strong point of view on how to evolve uConnect's Virtual Career Center into a data-driven platform. Lead the product vision for outcomes data, engagement analytics, and institutional reporting that positions uConnect as essential infrastructure rather than a discretionary tool. • Thought Leadership: Build and maintain a presence in the higher education, career services, and edtech space. Bring a network, a voice, and the credibility to represent uConnect externally and attract the right partners, customers, and talent. • Team Leadership: Build and mentor a high-performing product team. As uConnect scales, you will establish the organizational practices, documentation standards, and cross-functional workflows needed to sustain product excellence.