• Serve as one of the primary points of contact for assigned clients • Conduct regular client check-ins to gather feedback and assess engagement health • Monitor client satisfaction and identify areas for improvement proactively • Coordinate with recruitment, operations, and leadership teams regarding client concerns or staffing updates • Track employee performance feedback and escalate concerns when needed • Help ensure timely resolution of operational or service-related issues • Maintain client records, meeting notes, and engagement updates in internal trackers or CRM systems • Prepare simple reports on client feedback, retention risks, and engagement status • Support onboarding coordination for new clients and newly hired team members • Assist leadership in improving internal processes and customer experience initiatives • Follow up on pending action items and ensure commitments to clients are completed on time • Monitor overall engagement health including communication responsiveness, staffing stability, and client sentiment

• Respond to customer queries in a timely and accurate way, via chat or email • Identify customer needs and help customers use specific features • Analyze and report product malfunctions • Update our internal team with information about technical issues and useful discussions with customers • Share feature requests and effective workarounds with team members • Inform customers about existing, new features and functionalities • Follow up with customers to ensure their technical issues are resolved if any • Gather customer feedback and share with our Product, Sales and Marketing teams • Assist in training junior Customer Support Representatives • Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude. • Work with customers to ensure they are leveraging [redacted] effectively and finding value in our services • Provide voice support to customers via Inbound phone calls. • Occasionally connect with clients through Zoom meetings or video conferences when needed. • Coordinate with the support teams of our service providers to troubleshoot and resolve issues. • Update the software knowledge base in real-time to ensure documentation stays accurate and up to date. • Become an expert on the platform and DashClicks products/services and educate customers on the use and benefits of our products.

Role Description The Customer Lifecycle Specialist sells our security products and services (via telephone, web or e-mail) to existing, strategic SonicWall customers and is responsible for ensuring a positive customer experience. Will play a fundamental role in achieving company revenue growth objectives. Must be comfortable making 30+ calls per day to existing customers, working with channel partners, generating interest, qualifying renewal opportunities and closing sales. - Responsible for selling SonicWall software/hardware products and services (via telephone, web or e-mail) to existing SonicWall customers through outbound calls and correspondence. - Articulates effectively the value proposition associated with our software products and services. - Recommends business solutions considering customer needs and our interests. - Builds relationships with customers based on knowledge of our technology, products, and services. - Makes decisions based on an appropriate amount of information/data analysis. - Adjusts to multiple demands and shifting priorities while ensuring customer needs are met; accepts responsibility for results of actions. - Works independently closing own sales. - Partners with field sales to support in the selling process. - Provides direction and instruction to lower-level representatives. - Drives customer retention, expansion, and satisfaction throughout the full product lifecycle. - Coordinates closely with Sales Development and Marketing initiatives to drive New New acquisition and expansion within customer base. - Partners with Support and Channel teams to ensure a seamless customer experience. - Executes call-to-action campaigns for end-of-support or lifecycle motions. - Aligns customer outcomes with company objectives to achieve strong net retention. - Delivers regular business reviews and health checks with customers to demonstrate value realization. - Identifies upsell and cross-sell opportunities based on product and customer needs. Qualifications - 2-4 years of experience in Customer Success, Renewals, Account Management, or Sales. - Proven success in driving customer retention, upsell, and renewal metrics. - Experience working with channel partners, distributors, or reseller ecosystems. - Familiarity with CRM and customer success platforms. - Background in cybersecurity. - Able to learn full range of SonicWall products and services and to identify how these products and services align to customer needs. - Leverages cross-functional resources to achieve results/meet customer needs. - Basic indirect Leadership skills - leverages experiences to lead individuals and team. - Ability to teach/coach others to improve performance including providing feedback and identifying development opportunities. - Excellent verbal and written communications skills. - Strong listening and presentation skills. - Ability to multi-task, prioritize, and manage time effectively. - Proficient with corporate productivity tools, e.g., Microsoft Outlook, Word, Excel. Preferences - Related undergraduate degree or equivalent of education & experience. Company Description SonicWall is an equal opportunity employer. We are committed to creating a diverse environment and are an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, ethnicity, religion, sex, gender, gender identity and expression, sexual orientation, national origin, disability, age, marital status, veteran status, pregnancy, or any other basis prohibited by applicable law. At SonicWall, we pride ourselves on recruiting a diverse mix of talented people and providing active security solutions in 100+ countries.

• Own and manage post-sales customer relationships, driving platform adoption, customer satisfaction, and on-time renewals. • Build strong relationships across all customer levels, from end users to IT leaders and senior executives. • Establish trusted advisor status by understanding customer business goals and strategically positioning solutions to meet their needs. • Maintain an accurate view of customer health using usage metrics, engagement data, and regular interactions. • Monitor health scores and proactively take action to maintain or improve account health. • Partner with customers to define critical goals and KPIs, and review progress at regular intervals. • Analyze customer data and platform usage to identify opportunities to enhance the customer experience and deepen adoption. • Maintain consistent communication throughout the customer lifecycle, escalating risks or issues as needed. • Create enthusiasm and momentum with clients to support expansion and long-term engagement. • Proactively uncover new ways customers can extend their use of the platform to solve evolving business challenges.