• Onboarding & activation • Own the end-to-end onboarding experience for new Virtual Agent customers — from onboarding through optimization and active usage • Run product demonstrations tailored to each customer's business, using their own data and workflows to show concrete value • Adoption & usage • Drive continued, high-quality usage of Virtual Agents across your book of business — tracking adoption metrics and proactively addressing drop-off • Identify customers who are underutilizing the product and lead optimization sessions to unlock more value from existing configuration • Customer success & retention • Manage a book of business with a sharp focus on retention, ROI demonstration, and customer health • Develop a deep understanding of each customer's business drivers and pain points — and translate that into personalized plans • Create a high-trust environment that drives positive sentiment, referrals, and future product adoption • Technical support & troubleshooting • Handle first-level configuration questions, troubleshoot booking failures, and triage support issues using established escalation paths and templates • Document recurring questions and gaps — and feed them directly into the product and enablement loop • Cross-functional collaboration • Serve as the voice of the customer with Product — translating real usage patterns and friction points into actionable feedback • Partner with GTM, marketing, and implementation teams to develop and refine onboarding playbooks, campaigns, and initiatives to drive new feature adoption

• Own the customer relationship end-to-end — serving as the primary point of contact and trusted advisor for executive, program, and technical stakeholders across your account portfolio. • Lead technical project delivery with rigor — develop and manage detailed project plans, track milestones, surface and mitigate risks, and hold both internal teams and customer counterparts accountable to agreed commitments. • Translate customer mission needs into DataRobot solutions — conducting discovery, identifying use cases with the highest ROI, and structuring engagements that deliver measurable outcomes. • Drive account growth and retention — identify expansion opportunities, support renewal conversations, and partner with Sales to build a compelling business case for continued and expanded investment in DataRobot. • Lead compliance with security requirements including ATO processes and IL5, IL6 and TS authorization timelines. • Navigate federal procurement including agency-specific acquisition vehicles (e.g., JWCC, Tradewinds, GSA Schedule, OTA). • Provide consultative architecture guidance — engaging federal IT and data teams on integration patterns, platform deployment approaches, and data pipeline design, while knowing when to bring in deeper technical specialists. • Serve as the voice of the customer internally — synthesizing field learnings and customer feedback to inform Product, Engineering, and Sales priorities for the Federal market. • Support pre-sales activities — participating in customer discovery, scoping professional services engagements, contributing to proposals, and presenting at executive briefings. • Mentor and coordinate partner delivery resources — overseeing subcontractors and SI partners engaged on customer programs, ensuring quality and consistency of delivery.

• Update an existing course or design a new course based on area need, including program content and materials and/or delivery methods, and based on foundational knowledge, emerging practices, changes in the discipline, etc. • Align course development with course and program learning outcomes. • Possess the ability to identify relevant learning resources and content. • Create engaging learning activities, assignments, and valid assessments of learning. • Ensure that the course curriculum aligns with Excelsior’s justice, equity, diversity, and inclusion (JEDI) principles. • Commit to being available throughout an agreed upon course development timeline and able to meet project deadlines. • Participate in weekly or bi-weekly course development meetings. • Collaborate with the course development team throughout the design process. • Use the Excelsior University course shell as the framework for the course. • Write lectures, assignments, rubrics, and provide original content in an editable format.

• Own the operational backbone of API’s AI Enablement program • Run intake, hypothesis design, metric definition, and outcome documentation for AI experiments across Engineering, Client Delivery, and Corporate functions • Run end-to-end management of AI pilots across the portfolio • Drive org-wide training, communications, and enablement for Claude Enterprise and Microsoft Copilot • Produce the monthly AI scorecard: experiments launched, seats utilized, automation rates, FTE-equivalent savings, and experiments graduated • Manage onboarding from initial cohort through expansion, including use-case intake, prioritization, and graduation criteria • Manage, analyze, and optimize internal utilization of AI across the organization • Own day-to-day relationship management for AI tooling vendors and the sandbox platform • Drive alignment and execution on strategic initiatives across the organization.