• Manage a portfolio of ~250 customers in the SMB space throughout the life cycle • Take the reins on critical customer success metrics, including renewal, expansion, and upsell • Project manage customer launches and consult on best practices for effective user adoption • Influence customers to effectively utilize Bonusly and expand their usage • Design and/or support one-to-many engagement initiatives • Act as an internal champion for our users while balancing Bonusly’s business goals • Synthesize customer feedback, pain points, and success stories

• Relationship Management: Build and maintain strong relationships with key stakeholders, acting as a trusted advisor and strategic partner. • Customer Advocacy & Success Planning: Understand customer goals, develop success plans, and align API solutions to drive business value. • Product Adoption & Optimization: Monitor usage patterns, identify opportunities for expansion, and provide best practices to maximize API adoption. • Proactive Engagement & Issue Resolution: Act as the voice of the customer within Vonage, collaborating with support, product, and engineering teams to address challenges and improve the customer experience. • Renewals & Expansion: Identify upsell and cross-sell opportunities to drive revenue growth and customer retention. • Training & Enablement: Provide ongoing education and resources to ensure customers are leveraging the full potential of Vonage API solutions. • Feedback & Insights: Collect and relay customer feedback to internal teams to influence product improvements and roadmap priorities.

• Responsible for overachieving Quota tied to territory Renewal and Expansion goals • Effectively manages Annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks • Understands who the stake holders at the customer and at partner, what matters to them, and work backwards. • Cold call customers with lapsed support, with the goal to reactivate support. • Work cross functionally with Deal Desk, Legal Department, Sales and others to prepare Special Terms, Create NSQ’s • Clearly communicate and sell complicated offers, internally and externally • Accurate forecasting, business analysis and sharing insights • Assisting customers with whatever is needed to ensure customer success, including but not limited to: Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resultion) • Customer Support Ticket Assistance (Educating customers on how to open support tickets, Escalate support cases through prescribed processes, follow up to ensure support ticket is resolved to customer satisfaction) • Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses • Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com) • Impeccable Salesforce hygiene • Manages inbound Renewal inquiries though different Renewals portals • Prioritize workload in order to meet all KPIs, goals and objectives. • Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings • Overachieves target quota • Focuses on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base • Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses • Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com) • Impeccable Salesforce hygiene • Manages inbound Renewal inquiries though different Renewals portals • Prioritize workload in order to meet all KPIs, goals and objectives. • Meet Daily/Weekly SLAs & maintain high Customer Satisfaction ratings

• Working directly with assigned customer accounts to realize value from their respective Exostar solution(s) resulting in revenue renewal and expansion contract closings. • Maintaining an in-depth understanding of assigned customers' operating processes to support their ongoing usage within their respective Exostar solutions, and recommend new products and services for expansion. • Maintaining a list of prioritized open items and working with internal stakeholders at Exostar to drive resolution, while providing ongoing updates to the customer. • Delivering ongoing operational reviews with assigned customer accounts to discuss open support items and review case metrics. • Working with the services delivery teams to ensure we are executing on our services delivery engagements, and our extended support contracts, for those named customers under their management. • Providing mentorship and training as needed for junior Customer Success team members. • Supporting development and implementation of any necessary systems and tools to provide key business information and metrics to highlight the team’s performance and effectiveness.