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.

• Drive client adoption and program success, ensuring learning initiatives are effectively implemented, utilized, and aligned to business priorities • Serve as an advisor to client stakeholders, helping translate business challenges into actionable learning strategies • Build and maintain relationships with stakeholders to ensure alignment and ongoing engagement • Monitor and influence key health indicators, including adoption, utilization, engagement, and stakeholder alignment • Proactively identify risks to client success, including low adoption, disengagement, or organizational changes, and activate appropriate action plans and internal resources • Lead program launch and ongoing enablement, partnering cross-functionally to deliver a strong client experience throughout the lifecycle • Leverage data and insights to guide client strategy, helping clients understand performance and opportunities for improvement • Identify signals for growth and expansion, and partner with Client Account Executives to support opportunity development and client readiness • Act as the internal advocate for the client, ensuring alignment across teams while maintaining focus on delivering value within scope

• Co-Lead deployment engineering projects: Co-lead the technical execution and design of Parloa’s deployments inside large, complex enterprise environments alongside our partners • Partner Enablement: Educate and enable partners on what’s possible with Parloa’s platform, including capabilities, limitations, trade-offs, and best practice AI Agent architectures • Design for scale and resilience: Architect deployment solutions that meet enterprise-grade requirements for performance, reliability, and security • Engineer solutions where none exist: Build custom extensions, integrations, and configurations to close product gaps and meet enterprise partner requirements • Work across systems & stacks: Operate at the intersection of backend engineering, DevOps, and data engineering to ensure seamless delivery • Collaboration with enterprise teams: Collaborate directly with customer and partner engineering organizations to overcome constraints and deliver measurable outcomes • Influence at senior levels: Engage with enterprise architects, partner architects, and senior technical stakeholders, discussing solutions and architectures in depth to ensure alignment and credibility • Debug under pressure: Rapidly unblock issues in mission-critical environments and ensure customer and partner success.