• Lead the end-to-end technical implementation of our imaging solution across diverse healthcare environments. • Design and implement scalable, secure integrations across PACS, EHR, and HL7 interfaces to support clinical workflows. • Troubleshoot and resolve complex issues involving DICOM, HL7, VPNs, and secure image routing. • Partner closely with Product and Engineering teams to drive improvements based on customer needs and field insights. • Serve as an escalation point for advanced support and implementation issues. • Mentor and guide junior technical services engineers; contribute to onboarding and team skill development. • Design and improve internal tools, automation scripts, and monitoring systems for operational efficiency. • Develop high-quality technical documentation, SOPs, and knowledge base content. • Represent the technical services team in customer meetings and cross-functional projects.

• Own adoption and success for a portfolio of Fieldguide audit customers, with accountability for usage, outcomes, and long-term retention • Drive deep platform adoption across audit teams by actively working inside the product to configure workflows, templates, and engagement structures • Translate audit standards, firm methodologies, and best practices into scalable, repeatable Fieldguide workflows • Partner directly with audit teams to improve audit efficiency, consistency, and quality through better workflow design and execution • Lead customer enablement, training, and change management to help teams move away from legacy processes • Identify usage gaps, inefficiencies, and risk signals, and proactively recommend improvements • Serve as a practitioner-advisor—comfortably pushing customers toward better practices when needed • Collaborate cross-functionally with Product, Engineering, and Implementation to provide real-world audit feedback and influence roadmap priorities • Support renewals and expansion by ensuring customers are realizing clear, provable value from the platform • Contribute to scalable success initiatives, including playbooks, templates, enablement content, and best-practice frameworks • Own and exceed KPIs related to adoption, retention, customer outcomes, and platform usage

• 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.