• Schedule, train and lead initial meetings with new clients to understand their specific logistics needs and goals. • Conduct regular meetings (weekly, monthly, or quarterly) with clients to review account performance, discuss upcoming needs, and address any concerns. • Serve as the primary point of contact for client issues, diagnosing problems quickly and accurately. • Monitor key performance indicators (KPIs) for each client account, such as delivery times, order accuracy, and inventory levels. • Ensure all client contracts and Service Level Agreements (SLAs) are up-to-date and reflective of current services and expectations.

• Responsible for the Partner facing enablement activities to ensure successful deployments • Help clients realize “Time to Value” goals including the adoption of best practices • Valid deployment methodology and working within the defined Saviynt processes • Drive strategic global initiatives within Saviynt based on a wide range of data and metrics to manage costs • Identify risks, highlight cross sell/up sell opportunities and general business process improvements • Gather feedback to drive continual improvements with Saviynt processes, community tools and systems • Understand partner’s strategic goals and advise on how to achieve them • Feedback to partner on how they can improve their “Ways of working” based on information gathered from the field as well as internal data metrics • Working with CSMs, TAMs and Expert Services to build a picture of a partner’s strengths and weaknesses as well as projects at risk • Track go-live dates in your region, identify aged/deferred go-lives at risk • For projects/go-lives at risk, identify causes and recommend possible interventions • Profile partners by geography, experience and performance to assist Partner Directors and Sales Directors with recommendations to clients • Monitor and measure partner’s engagement with Freshdesk, Forums, Documentation Portal, Ideas Portal and Saviynt Exchange • From data driven analysis, identify trends at a regional and global level and devise strategies for field teams to adopt • Attend Partner Focused events and either present on related topics or host workshops to share knowledge increase partner engagement • Create content for quarterly Partner Newsletter that adds value to the partner’s capabilities and knowledge • Support the Partner Director in managing the partners performance with evidential facts to enable a robust dialogue • Challenge the Status Quo and identify areas for improvement both externally with partners and internally with functional teams • Communicate the Saviynt vision and product roadmap • Managing upsell and cross-sell opportunities • Driving expansion opportunities • Negotiating contracts and pricing

Role Description Improvix Technologies is seeking experienced Customer Engagement Specialists to support a federal customer responsible for delivering custom applications, enhancements, and new technical solutions on behalf of the agency’s many bureaus. As a Customer Engagement Specialist, you will be the primary point of contact between the customer community and our delivery teams. You will own the end-to-end intake experience—from the moment a request is submitted, through clarification and requirements gathering, to coordination with technical staff. This is a relationship-driven role for someone who excels at understanding customer needs, communicating clearly across business and technical audiences, and keeping work moving across a fast-paced, high-visibility government program. Key Responsibilities - Serve as the trusted primary point of contact for stakeholders submitting requests, delivering a responsive, professional, and customer-first experience. - Review and triage incoming intake requests, assessing scope, priority, complexity, and completeness, and following up with customers to clarify objectives and gather missing information. - Elicit, document, and translate customer business needs into clear, well-structured requirements that delivery teams can act on. - Route requests behind the scenes to the appropriate solutions architects and analysts, ensuring the right resources are engaged to determine the best response, recommendation, or proposal. - Coordinate across solutions architects, analysts, and development teams to shepherd each request from submission through proposed solution, tracking status and removing roadblocks. - Communicate status, timelines, and proposed solutions back to customers in clear, non-technical language, managing expectations throughout the engagement lifecycle. - Monitor intake volume, response times, and engagement metrics; identify trends, recurring needs, and opportunities to streamline the intake-to-delivery process. - Help refine and continuously improve the workflow, triage criteria, and routing logic based on customer feedback and operational data. - Maintain accurate records of customer interactions, requirements, decisions, and outcomes to support transparency, reporting, and program governance. - Build and sustain strong working relationships with customers and internal delivery teams, acting as an advocate for the customer while balancing program priorities. Qualifications - Active U.S. Government Secret security clearance (required to start). - 3+ years of experience in customer engagement, client relationship management, business analysis, requirements gathering, or a comparable customer-facing role. - Proven ability to elicit and document business and functional requirements and translate them into actionable inputs for technical teams. - Excellent written and verbal communication skills, with the ability to convey technical concepts clearly to non-technical stakeholders. - Strong organizational and coordination skills, with the ability to manage multiple concurrent requests and competing priorities in a fast-paced environment. - Experience working with intake, ticketing, or workflow systems (e.g., ServiceNow, Jira, or similar) to track and route work. - Self-directed and dependable, with the discipline to thrive in a fully remote work environment. Preferred Qualifications - Background in or working knowledge of custom application development, software customizations, or solution delivery lifecycles (SDLC, Agile/Scrum). Work Environment & Clearance This is a fully remote position open to candidates located within the United States. An active U.S. Government Secret clearance is required to be considered for this role; candidates must be able to maintain the clearance for the duration of the engagement. Benefits - Competitive compensation and performance-based incentives - 401(k) with company match - Three weeks of paid annual leave that increases with tenure - Comprehensive medical, dental, and vision insurance - Life insurance and disability coverage - Transit and commuting benefits - Professional development and paid training opportunities Equal Opportunity Employer Improvix Technologies, Inc. is an Equal Opportunity Employer and is committed to building a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by federal, state, or local law. Improvix is committed to providing reasonable accommodations to qualified individuals with disabilities during the application and employment process. If you require assistance or accommodation, please contact our Human Resources team. Security Clearance / Citizenship Requirements Due to the nature of our government contracts, U.S. citizenship may be required for certain positions, and some roles may require the ability to obtain and maintain a U.S. government security clearance. Pay Transparency Statement In accordance with applicable laws and regulations, Improvix Technologies will not discharge or otherwise discriminate against employees or applicants for discussing, disclosing, or inquiring about compensation.

• Develop and maintain strong relationships with key customer stakeholders in the APAC region, creating strategic plans that align with their business objectives to drive mutual success and growth. • Partner closely with new on-site Sales and Partner teams to ensure seamless customer transitions and regional ecosystem growth. • Stay abreast of all product updates and features, providing regional customers with insights on how to leverage our solutions to meet their unique local regulatory and business needs. • Conduct "one-to-many" sessions, including webinars and community content, to empower a diverse user base to maximize the value of Optro. • Identify and execute opportunities for account expansion through upselling or cross-selling, while developing strategies to minimize churn and foster long-term loyalty. • Gather APAC-specific customer feedback and insights, advocating for these needs within the global organization to drive product improvements. • Proactively identify and address customer challenges, collaborating with internal teams to ensure swift and effective problem resolution across time zones.