• Acts as the product SME, assisting customers with their product questions and technical requirements, writing scripts, troubleshooting, training and other technical requests. • Work together with product and engineering teams ensuring our customers and partners get the most out of our products • Ensure technical knowledge of the team is translated into articles and guides for our customers to consume allowing our customer coverage to scale

• Act as the technical delivery leader for Professional Services engagements, ensuring customer outcomes are achieved within scope, schedule, budget, and resource constraints. • Work backwards from customer business and technical outcomes to define success criteria and delivery plans. • Manage cross-functional delivery teams, including internal and external stakeholders, to ensure seamless execution. • Monitor project health, identify risks, and implement mitigation strategies to ensure successful delivery. • Serve as the primary point of contact for customers, fostering strong relationships and ensuring satisfaction. • Partner with the account team to identify and coordinate technical pursuits, including scoping, solutioning, and estimating effort for migration programs as part of account expansion. • Develop customer-tailored project proposals and statements of work (SOWs) that align with customer needs and Vercel’s capabilities. • Support Vercel engineers when presenting technical solutions to customers, addressing their business and technical challenges. • Collaborate with sales and solutions engineering teams to ensure alignment on customer requirements and proposed solutions. • Contribute to the development of new service offerings, leveraging customer insights and industry trends as directed by the Global Head of Professional Services. • Help mature Vercel’s Professional Services delivery capabilities by defining best practices, templates, and frameworks. • Help drive partner attachment and engagement on shared customers. • Mentor and guide team members to enhance their delivery expertise. • Collaborate with internal teams to refine processes and develop tools for improved efficiency and scalability.

• Serve as a trusted advisor for a portfolio of strategic and enterprise customers, helping them realize business value from their investment in Honeycomb. • Own the post-sales relationship for a portfolio of accounts. • Translate business goals into actionable technical strategies and align customer use cases with Honeycomb capabilities.Build and grow relationships with senior stakeholders, technical champions, and executive sponsors to drive adoption, retention, and advocacy • Lead and continuously improve customer lifecycle programs—onboarding, business reviews, stakeholder engagement, feature adoption, and expansion.Identify repeatable success patterns and scale best practices across the customer base, helping codify strategic motions for use by the broader team. • Represent the voice of the customer to Product, Engineering, and GTM teams to influence roadmap and prioritization. • Contribute to high-quality customer-facing content such as trainings, blog posts, white papers, and demos, making complex topics accessible to a broad audience. • Stay informed on industry trends in observability, cloud-native development, and OpenTelemetry, and advise customers on how to align their practices. • Collaborate with the broader team to expand Honeycomb’s presence and reputation across the region.

Role Description The Technical and Commercial Lead is a senior, high-impact role responsible for the commercial delivery and technical assurance of Landmark’s engagement with a strategically critical customer. Acting as the senior technical and commercial interface, you will own the end-to-end customer relationship, ensuring services are delivered in line with contractual commitments while driving sustainable revenue performance, margin protection, and long-term customer value. Operating across the full customer lifecycle, you will balance customer advocacy with Landmark’s financial, operational, and regulatory obligations, building a trusted, long-term partnership. - Providing senior technical oversight and delivery assurance across live services, ensuring solutions are robust, resilient, and aligned to contractual and regulatory requirements - Acting as the senior escalation point for complex technical, operational, and delivery issues, working closely with internal teams to drive timely resolution - Owning commercial performance, including contract management, change control, revenue forecasting, margin protection, and cost control - Leading senior customer governance forums, service reviews, and executive-level engagement - Shaping renewal, extension, and future service strategies, identifying opportunities for service enhancement and growth - Ensuring strong governance, risk management, compliance, and audit readiness across the account Qualifications - A strong blend of technical understanding, commercial leadership, and senior customer relationship management experience - Comfortable operating at executive level, providing credible assurance, sound judgement, and clear direction - A proven ability to own commercial outcomes, manage complex contractual obligations, and deliver results through cross-functional teams - Confidence navigating complex technical and operational environments, including live service delivery and assurance - The ability to balance customer needs with commercial, regulatory, and operational realities - A leadership approach grounded in clarity, effective communication, and decisive action Benefits - Competitive Salary - Generous Holiday Allowance: 25 days' holiday plus bank holidays, with the option of adding up to 5 additional unpaid leave days per year - Annual Lifestyle Allowance: £300 to spend on an activity of your choice - Pension Scheme: Matched up to 6% for the first 3 years, and up to 10% thereafter - Private Health Insurance: Provided by Vitality - Group Income Protection Scheme - Charitable Fundraising: Matched funding for your efforts - Cycle to Work and Gym Flex Schemes - Internal Coaching and Mentoring: Available throughout your time with us - Training and Career Progression: A strong focus on your development - Family-Friendly Policies - Free Parking