• Lead, coach, and develop a team of client specialists • Set clear expectations and drive accountability through observations and performance management • Build a culture of motivation, empowerment, and continuous improvement • Champion an excellent client experience across every team interaction • Take ownership of client issues and drive strategic, complete resolutions • Build client loyalty and retention throughout the program lifecycle • Develop and implement service procedures that improve the client experience and drive revenue • Deliver and exceed performance goals and key metrics • Analyze data and evaluate results to build action plans for improvement or sustained performance • Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews • Monitor schedules, resources, and operational priorities to maintain quality and efficiency • Drive change and adaptability within the team with clarity and enthusiasm • Implement strategic processes that improve service quality and support company priorities • Collaborate with internal and external stakeholders at the director level and above

• Acting as a point of contact for any major customer incidents, being responsible for managing expectations and communications through resolution. • Analyzing customer data such as support cases, survey responses, and renewal behaviors to identify technical trends and risks. • Acting as the voice of the customer internally to advocate for their needs. • Monitor and identify adoption and utilization trends, providing recommendations based on risk and customer needs. • Providing proactive guidance on Ping's features based on the customer's interests and business objectives. • Own the ultimate responsibility for the customer's onboarding, adoption, and advocacy across a portfolio of customers. • Developing and delivering "success plans" that identify technical stakeholders, milestones, metrics, and risks for key customers. • Leading technically complex customer issues from start to finish and identifying opportunities for new solutions. • Collaborating with cross-functional teams (including Product and Engineering) to help resolve customer needs or projects. • Driving business value for customers by partnering with them to define desired business outcomes, focusing on maximizing value realization across the Ping platform. • Leveraging multiple Ping solutions to provide high-level technical advisement to customers. • Discussing IAM best practices within on-premise, hybrid cloud, and on-premise infrastructures where deployment complexity is high. • Engaging with technical and business owners at all levels on the customer side. • Communicating and influencing effectively at all levels of the organization, including C-level. • Occasionally traveling to customer sites and being available for some after-hours or weekend coverage as needed. • Willingness to be a hands-on contributor.

• Proactively map the Microsoft organization to identify untapped business units • Develop and execute targeted outreach and pipeline development strategies • Convert exploratory conversations into scoped pilots and prototype engagements • Serve as the single-threaded commercial owner of the Microsoft account • Build and maintain trusted relationships with AI, data science, product, and operations leaders • Maintain rigorous pipeline hygiene, forecast accuracy, and account health reporting

**What you´ll do: **** - Own and grow a portfolio of mid-market customers, ensuring long-term success, retention, and expansion - Build and maintain trusted relationships with executive sponsors and key decision-makers within customer organizations - Drive customer value realization by aligning M-Files solutions to customer business objectives and success metrics - Lead strategic account planning, including success plans, executive business reviews, and long-term roadmaps - Proactively identify risks, manage escalations, and mitigate churn through early intervention and structured engagement - Identify and drive upsell and cross-sell opportunities in close collaboration with Sales - Partner with Professional Services during onboarding and key milestones to ensure smooth implementation and strong user adoption - Act as a senior escalation point and advocate for the customer across Product, Support, Sales, and Services - Bring structured customer feedback and insights into the organization to influence product direction and service improvements - Support the development of Customer Success best practices and mentor other team members where appropriate** **Key success metrics** - Gross retention and churn reduction - Net revenue retention through upsell and cross-sell - Customer satisfaction, advocacy, and reference ability - Platform adoption, usage, and demonstrated business value