• Support the customer success team with pilots and deployments as well as renewals and subsequent expansion programs • Be responsible for projects in account and program management as well as professional services in order to improve customer satisfaction • Tracking and coordinating technology deployments with our customers and partners on a global scale • Coordinating our efforts between our customers and engineering teams by prioritizing support requests and helping resolve technical and product questions • Work directly with customers and in tandem with Technical Project Managers, Account Managers, and other Applications Engineers at Arch to deploy successful rollout and end-to-end solutions, including the Factory Map but also across the entire product stack as needed

• Assume the role of expert and specialist, trusted with the responsibility of managing and nurturing your designated client portfolio. • Review impact of new features and fixes and assess those against customers organizational needs • Assist in configuring Varicent specific solutions based on customer requirements as requested • Generate and communicate monthly performance and support metric reports • Analyze usage data and metrics to identify remedial actions required • Help implement remedial actions for proactive maintenance • Support other team members by troubleshooting errors, bugs & technical hurdles and advising on best practice for optimizations - upskilling the team in the process • Take initiative in identifying growth opportunities • Collaborate with our team to achieve sustainable project and product growth • Participate in Success Planning Workshops to drive Customer Success initiatives through Customer Success Planning • Work with internal stake holders to review change management process and propose future state where possible

• Develop relationships with customer key business and IT stakeholders and become an expert on their implementations by understanding their top business goals and priorities • Perform technical reviews and share knowledge to proactively identify and prevent issues • Gain understanding of customer technical infrastructures and environments, hardware, and offerings • Partner closely with engineering, development, product management, and technical support teams to debug, test, and resolve issues • Guide customers through technology changes or potential disruptions to their service and advise them on mitigation strategies • Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans • Build a sense of trust with customers and serve as their advocate within Red Hat; analyze and present periodic reviews of operational performance to customer leadership • Manage and grow customer relationships by delivering attentive, relationship-based support • Travel, as necessary, to visit customers or attend internal events, following Red Hat's COVID-19 guidelines

• Support enterprise customers implementing Red Hat Ansible and Platforms related products. • 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. • 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.