• Act as the primary advocate and trusted advisor for your public sector portfolio, ensuring their unique regulatory and organizational challenges are met with innovative, effective solutions. • Consult with agency partners on industry best practices to ensure the Docebo LMS is fully integrated into their culture and driving measurable, mission-oriented results. • Become a certified Docebo expert, guiding customers through complex configurations and showing them how to unlock the full potential of our AI-powered tools. • Simplify complex technical concepts into clear, business-focused narratives that resonate with stakeholders from IT admins to high-ranking public officials. • Proactively manage the renewal cycle and identify clever upsell or cross-sell opportunities that help our public sector customers expand their community and organizational impact. • Partner across internal teams—from Sales to Product—to ensure a seamless, world-class experience for every learner and leader we serve. • Calmly and strategically navigate high-stakes challenges, turning potential bureaucratic or technical roadblocks into opportunities for deeper trust and resolution.

• Own success for your clients. Manage the Central Region’s P&L, drive ARR to exceed targets, implement account growth strategies, and serve as the primary escalation point for client issues. • Drive results and strategy. Collaborate with internal stakeholders to develop and execute strategic initiatives that drive growth and efficiency within the Central Region, lead cross-functional projects and initiatives to ensure alignment with overall company goals and objectives. • Ensure seamless program operations. Collaborate with Sales to implement new program structures, improve tools and processes, track renewals/upsells, and report on key utility program metrics. • Be a trusted advisor who ensures we meet your clients and your team’s goals. Help the team manage internal expectations as well as those of our clients. Spend time to understand client objectives and help the team guide clients through key decisions to design programs that support these targets. Support Product and Marketing in capturing the voice of the customer and market feedback. • Be an effective communicator. Work with your team to present key results, facilitate meetings, and deliver nuanced messages to clients. Maintain consistent communication with an array of stakeholders to ensure efficient program implementation across the portfolio, review ongoing needs, and provide timely solutions and recommendations to help achieve program success. Foster effective decision-making and operational excellence by building relationships and helping internal teams understand priorities and business context. • Be a product and service expert. Develop a comprehensive knowledge of demand management, the drivers of program success, and a deep understanding of the product to effectively communicate capabilities to clients and shape program design. Actively contribute to the refinement and development of new product features and service offerings. Support contract negotiations between EnergyHub and utility clients, SOW negotiations with partners and development for end-use customers. • Other duties as assigned.

• Analyze customer health and adoption data across an entire book of business to identify trends, risks, and opportunities for scalable interventions. • Design, implement, and optimize repeatable adoption, enablement, and risk mitigation plays that can be delivered through one-to-many and automated approaches. • Develop and maintain scalable adoption playbooks aligned to customer segments or verticals, ensuring consistency and impact across diverse customer populations. • Deliver enablement content and experiences (e.g., webinars, guides, workshops, campaigns) that support adoption at scale. • Monitor and guide customer journey activities through automation, with targeted direct intervention when necessary. • Partner with internal teams (Sales, Product, Support) to align programs, surface systemic insights, and influence improvement beyond individual customers. • Maintain awareness of platform enhancements, customer behavior patterns, and industry best practices to evolve adoption strategies over time. • Assess the downstream impact of adoption initiatives, considering not only immediate effectiveness but scalability, reusability, and long-term value across the customer base.

• Serve as the primary point of contact for a portfolio of federal customers throughout the customer lifecycle. • Coordinate customer engagements to ensure commitments, deliverables, and key objectives are completed on schedule, while maintaining accurate engagement records and status reporting. • Conduct regular business reviews, success planning sessions, and customer health assessments. • Coordinate customer communications during product updates, releases, and service-impacting events. • Develop a deep understanding of customer missions, priorities, and operational environments. • Partner with customers to ensure successful onboarding, deployment, adoption, and ongoing use of HiddenLayer solutions. • Monitor customer health and proactively mitigate risks that could impact customer success, satisfaction, or renewal. • Capture, prioritize, and communicate customer feedback to Product and Engineering teams. • Represent customer requirements and mission needs in internal discussions and product planning activities. • Partner with Account Executives and leadership to support contract renewals, option year exercises, and expansion opportunities.