• Project manage enterprise onboarding/integration, ensuring timely and successful launches. • Monitor the product/program/project from initiation through delivery, interfacing with customers on technical matters. • Work closely with Customer Success Management and other internal teams to identify opportunities and translate customer goals into executable technical setups with adoption plans. • Understand the customer and identify and address technical challenges, owning the process including communication of issues, goals, requirements, and solutions. • Maintain a deep understanding of SpyCloud’s products. • Provide technical guidance and manage timelines, milestones, migration goals, and business transformation strategies. • Develop best practices and assets based on learnings from customer engagement to support initiatives to scale. • Be a customer advocate, representing our customers internally. • Provide feedback and find ways to improve the customer’s experience through processes and collateral, driving value realization.

• 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