• Develop relationships with key business and IT stakeholders and become an expert on customers’ implementations by understanding their top business goals and priorities • Understand customers' technical infrastructure, hardware, processes, and products • Deliver key portfolio updates and assist customers with product upgrades • Inform customers of technology changes or potential disruptions to their service and advise them on mitigation strategies • Perform initial or secondary investigations and respond to online and phone support requests • Troubleshoot technical issues and guide issue escalation with Red Hat and customer teams • Provide advice and guidance to customers about their current and future use of Red Hat’s offerings • Perform technical reviews and share knowledge to proactively identify and prevent issues • Manage customer cases and maintain clear and concise case and customer documentation; craft customer engagement plans • Build a sense of trust with customers and serve as their advocate within Red Hat • Engage with Red Hat Engineering teams to help develop solutions, based on customer engagements, as well as personal experience, that guide platform adoption • Ensure a high level of customer experience with each qualified engagement • Analyze and present periodic reviews of operational performance to customer leadership • Establish and maintain parity with Red Hat’s open hybrid cloud strategy • Deliver trainings and presentations to customers’ staff • Travel, as necessary, to visit customers or internal events

• Serve as the primary technical point of contact, building trust and strong relationships within paper mill accounts. • Effectively offer strategic advice, best practices, and proactive recommendations for product implementation and optimization. • Address complex product-related queries, resolve issues quickly and minimize business disruption for the customer. • Maintain in-depth knowledge of DuBois’ specialty chemical solutions and the customers’ unique technical environment. • Educate customers on new features and best practices to drive optimal product adoption and usage. • Work closely with the District Sales Manager to develop strategic account plans and manage an opportunity pipeline in Customer Relationship Management (CRM). • Lead technical check-ins and actively participate and contribute during Business Reviews ensuring clear quantification and articulation of the value DuBois’ solutions create for the customer. • Effectively collaborate with the customer and our company internal teams (Sales, Service, R&D, Portfolio Management) to ensure we are delivering on our promises to the customer. • Provide regular feedback from the customer to the Portfolio Management and Research & Development teams. • Consistent presence at customer site to ensure adequate service and support coverage, prevent churn and increase sales and profitability.

• Provide product support, escalation, and resolution of technical issues • Architect machine learning and rule-based solutions for customers’ fraud problems • Lead solution deployment deep dive discussions in late stage pre-sales calls • Understand client use cases and define plans to achieve success criteria • Manage integration and product implementation process for customers • Conduct and coordinate business reviews and presentations with clients • Drive product roadmap by communicating client feedback to internal teams • Attend meetups, events, and conferences as a technical ambassador

• Act as the voice of the customer within the organization, advocating for customer needs and requirements to internal teams. • Lead the technical onboarding process for new customers: Lead customers through the onboarding process, working closely with internal teams to ensure a smooth and positive experience. • Establish and maintain strong relationships with key stakeholders at each customer, serving as a strategic advisor and partnering with company leadership to ensure executive engagement. • Renew and grow business: Monitor customer usage and engagement, identifying opportunities for upselling and renewals while supporting upselling and cross-selling. • Shape future development: Work closely with Product teams to educate customers on products, drive product adoption, and inform decisions on new products. • Proactively identifying and resolving any obstacles or blockers that may impede customer success, collaborating with peers to address them promptly. • Utilizing self-paced training resources to support customer education and promote knowledge growth throughout their journey. • Manage the customer life cycle experience from onboarding onward. Lead customer engagements including strategy sessions, architecture deep dive, training and formal QBR meetings to provide ongoing customer value. • Maintain a high level of customer satisfaction by collecting and structuring client feedback, track key health and usage indicators & working closely with internal teams to prioritize requests. • Identify, develop and implement repeatable processes across your portfolio of customers to maximize product adoption and achievement of customer's business objectives.