Role Description We are seeking a Technical Account Manager with a strong background in physical security systems, including CCTV, intrusion detection, access control, and emergency nurse call systems. This individual will serve as the primary liaison between our company and our clients, driving growth by identifying opportunities, building relationships, and ensuring our solutions align with client needs. This role requires a balance of technical expertise, account management, and consultative sales, supporting both existing client accounts and new business opportunities. Responsibilities - Develop and manage client relationships, serving as the primary point of contact for key accounts. - Generate new business opportunities by expanding within existing accounts. - Collaborate with clients to understand business challenges and align solutions across physical security and managed services. - Leverage knowledge of CCTV, intrusion, fire, and nurse call systems to design tailored solutions. - Stay current with new security technologies, products, and industry trends to advise clients effectively. - Partner with technical teams to ensure client needs are accurately translated into deliverables. - Identify opportunities for up-selling and cross-selling across the security and IT service portfolio. Qualifications - 2-4 years of technical sales or account management experience in security or related industries. - Strong knowledge of CCTV, fire systems, intrusion detection, access control, or emergency nurse call systems. - Must have experience in account management. - Excellent communication and relationship-building skills. - Be able to work at a fast-paced environment. - Strong technical aptitude with digital and security technologies. - Commercially minded with a focus on delivering measurable client and business outcomes. Benefits - Competitive base salary based on experience. - Bonus and commission programs. - Paid Time Off (PTO). - Volunteer Paid Time Off (VTO). - 100% employer paid family health insurance premium. - 100% employer paid disability insurance. - 100% employer paid dental & vision insurance. - 401k with Safe Harbor contributions from company annually. - Profit sharing opportunities.

• Works alongside the Senior Sales Managers (High Risk) as we grow the merchant/partner portfolio across game of skill. • Proactively ensure merchant/partner go live and onboarding experiences are low friction and speedy through clearly documented process, training, and ongoing support throughout the go live process; • Monitor the ongoing performance of the game of skill merchant/partner accounts portfolio to ensure we proactively identify problems early and act as the trusted partner • Co-ordinate with the other teams across DNA to help resolve customer queries and problems, and ensure process improvements that support game of skill revenue growth are implemented internally • Provide structured performance reporting to Game of Skill Merchants and Partners • Ensure new product releases or improvement to processes are communicated and trained to the game of skill estate • Be on hand to provide ad hoc support and guidance for merchant and partner queries. • Ensure support tickets are resolved in a timely manner and within SLA

• As a critical member of the Customer Success team you will be responsible for the retention and expansion our mid-market customers • You will be part of a team that will work closely with Sales to strategize on how to increase the adoption of Hightouch within large organizations • From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices • Provide customers with clear proactive technical guidance and expertise across all our products • Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations • Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level

• Helping customers get the most out of our solution, respond to their requests with precision and clarity, and resolve issues that may impact the product's reliability and speed. • Leading customer conversations as a technical expert and leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases. And, more importantly, proactively educating them on the daily usage of our solution. • Managing customer projects to ensure the successful delivery of integrations, optimizations, and technical initiatives. • Leading regular technical committees with clients to track progress on action items, identify potential risks, and ensure ongoing alignment with both internal (AM/ Engineering Dept) and external stakeholders. • Responding to technical questions and resolve issues, keeping both the customer and internal teams informed on investigations, findings, and outcomes. • Prioritizing, structuring, and communicating effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction. • Proactively monitoring customer health from a technical perspective • Participating in a scheduled on-call rotation on occasional weekends to support customer escalations, critical incidents, and business continuity needs.