• Guide customers through first-use milestones by enabling key personas, resolving blockers, and ensuring consumption of initial apps deployed during onboarding. • Monitor usage, identify underutilized apps / stalled users, and engage with customers to increase activation and business impact. • Actively track product usage, satisfaction, and success milestones to surface risk early and coordinate mitigation plans. • Act as the voice of the customer to product and engineering teams, channeling technical requirements, gaps, and enhancement requests. • Facilitate onboarding workshops and training sessions for multiple user groups, enabling key personas to reach first-use milestones and overcome common blockers. • Deliver targeted, scalable enablement sessions and create reusable knowledge-sharing materials designed for diverse audiences across accounts. • Collaborate with Engagement Directors to ensure learning initiatives align with business goals and capture feedback and outcomes for executive reviews.

• 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.