• 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.

• Own day-to-day technical health of assigned client environments, ensuring stability, performance, and SLA adherence. • Lead investigation and resolution of complex technical issues, including escalation management. • Own Root Cause Analyses (RCAs), including clear documentation of root cause, impact, and corrective actions. • Define and lead client UAT strategy, execution, and sign-off. • Coordinate testing activities across DataOps, QA, Engineering, and client teams. • Drive defect triage and resolution, ensuring alignment on severity, priorities, and exit criteria. • Support interoperability and regulatory testing (e.g., FHIR-based data, file and API validation). • Build trusted working relationships with client technical and operational stakeholders. • Act as the voice of the customer, translating client needs and feedback into actionable internal insights. • Ensure clients understand and effectively use Abacus products to achieve business outcomes. • Lead through influence across Product, Engineering, DataOps, QA, and Client Success teams. • Contribute to the evolution of support, testing, and delivery playbooks. • Identify opportunities to improve efficiency through standardization, automation, and tooling.

• 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