• Deliver on-site and off-site Portnox professional services, including product deployment, configuration, health checks, optimization, training, and troubleshooting. • Own customer relationships and ensure they achieve desired outcomes, realizing the value of their investments in Portnox solutions. • Proactively identify and prioritize customer issues, develop actionable plans, and drive them to successful completion. • Collaborate with customers to create and implement customer success plans that align with their business and technical objectives. • Establish relationships with customers through regular meetings to understand their environments and how Portnox solutions can meet their needs. • Create customer deliverables (QBRs, upgrade plans) suitable for diverse stakeholders, from senior executives to end-users. • Coordinate activities with the assigned Adoption Engineer to enhance customer engagement and success. • Partner closely with sales, product management, engineering, and customer support teams to ensure exceptional customer satisfaction. • Stay updated on product capabilities, configurations, and integrations through training and lab work. • Identify and recommend new customer service opportunities to sales and customers, fostering expansion and renewal opportunities. • Manage account escalations effectively with internal stakeholders, ensuring positive outcomes in stressful situations. • Occasional travel required, up to 15% of the time for onsite customer engagements and meetings.

• 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