• Act as the primary technical resource for our largest customers, providing expert guidance on the deployment, integration, and optimization of our products. • Lead the technical onboarding process for new strategic customers, ensuring a smooth and efficient setup that meets their specific requirements and goals. • Provide ongoing technical support and troubleshooting to enterprise clients, addressing their concerns promptly and effectively. • Serve as the voice of the customer within the company, advocating for their needs and working with internal teams to ensure customer satisfaction. • Partner with clients to align Fingerprint’s roadmap with their priorities while driving broader adoption of our capabilities. • Build and maintain strong relationships with key technical and business stakeholders within enterprise accounts, driving thought leadership and acting as a trusted advisor and strategic partner. • Monitor and analyze customer health metrics and usage data, leveraging visualization tools to distill insights. Create reports that highlight trends, risks, and opportunities. • Minimal travel to visit customers on site expected.

• Configure customer accounts; customize backup policies and storage; facilitate onboarding; orient stakeholders; walk through admin portals; introduce support channels. • Identify migration opportunities; analyze usage and environment; conduct success planning and strategy sessions; align business outcomes with product adoption. • Conduct assessments; build protection plans; recommend software products and architectures across the Veeam Data Platform. • Run recovery simulations; apply the Veeam Data Resilience Maturity Model (DRMM) to track and report resilience posture; deliver quarterly resilience reports. • Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights. • Build business cases; define TCO; articulate value propositions for expansion; schedule checkpoint reviews with stakeholders. • Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates; support context for executive discussions and roadmap alignment. • Collaborate on marketing-informed campaigns and plays to drive adoption and expansion. • Operate with a long-term account assignment model tied to ARR and growth potential, typically covering 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR. • Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership.

• Configure customer accounts; customize backup policies and storage; facilitate onboarding; orient stakeholders; walk through admin portals; introduce support channels. • Identify migration opportunities; analyze usage and environment; conduct success planning and strategy sessions; align business outcomes with product adoption. • Conduct assessments; build protection plans; recommend software products and architectures across the Veeam Data Platform. • Run recovery simulations; apply the Veeam Data Resilience Maturity Model (DRMM) to track and report resilience posture; deliver quarterly resilience reports. • Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights. • Build business cases; define TCO; articulate value propositions for expansion; schedule checkpoint reviews with stakeholders. • Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates; support context for executive discussions and roadmap alignment. • Collaborate on marketing-informed campaigns and plays to drive adoption and expansion. • Operate with a long-term account assignment model tied to ARR and growth potential, typically covering 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR. • Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership.

Role Description This role plays a critical part in onboarding, managing, and ensuring the success of our clients. You will work closely with internal teams including production, marketing, and technical teams to deliver a smooth client experience and prevent churn through proactive communication and support. - Consistently monitor client communication on Slack, email, and other CRMs. - Understand customer requirements/concerns and answer questions promptly with clarity and empathy. - Serve as a POC for customers with regard to the client’s advertising and technical needs. - Coordinate between the client and Socioh’s design, production, sales/marketing, and tech teams to ensure that client requirements are met in a timely manner. - Communicate project scope, goals, deliverables, and timelines effectively across teams. - Manage multiple conversations/projects simultaneously, while prioritizing key accounts. - Track progress on all accounts via CRM/account management tools so that tasks are not dropped. - Test and use Socioh’s in-house software to have a deep understanding of our app and how it works with Meta. - Set up ad catalogs for clients in Socioh’s app. - You may be expected to help out with other tasks as needed. Qualifications - 3–5 years of experience in customer success, account management, or client-facing roles. - Experience working with eCommerce clients or in a marketing/advertising agency environment. - Ability to work during US hours (EST/PST). - Excellent written and spoken English, with strong grammar and communication skills. - Strong attention to detail and organizational skills. - Ability to manage multiple clients and projects simultaneously. - Comfortable working in a remote and fast-paced startup environment. - Strong interpersonal skills and a customer-first mindset. - Bachelor’s degree. - Interest in technology, SaaS, or eCommerce platforms. Benefits - Work from Anywhere. - Competitive Salary (USD).