• Guide customers in designing and evolving workflows across the Discover–Define–Deliver innovation lifecycle • Recommend integration strategies and automation opportunities that drive alignment, speed, and business value • Provide guidance on embedding Miro into the customer’s existing systems and ways of working • Monitor platform health, engagement, usage patterns, and feature adoption • Deliver proactive, insight-driven recommendations to deepen adoption of Miro’s core and emerging AI capabilities • Equip internal champions with strategies to scale adoption across departments, regions, and teams • Support customer Centers of Excellence (CoEs) with guidance on best practices, governance, and deployment at scale • Navigate organizational change to help Miro become a strategic pillar in innovation initiatives • Collaborate with Customer Success Managers to co-facilitate impactful Quarterly Business Reviews (QBRs), showcasing progress against business goals and demonstrating tangible ROI • Provide robust adoption reporting and business outcome analytics, influencing customer strategy and reinforcing the value that underpins renewals and growth opportunities

• 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