• Build strong customer relationships through regular check‑ins, strategic reviews, and proactive engagement. • Develop Customer Success Plans that drive adoption, measurable value, and regulatory‑aligned outcomes. • Monitor customer health, usage trends, and risks while maintaining accurate CRM records and renewal forecasts. • Lead the full renewal cycle, presenting ROI and identifying upsell or expansion opportunities. • Act as the customer advocate by gathering feedback, influencing product improvements, and coordinating cross‑functional support. • Manage inquiries, escalations, and onboarding to ensure smooth adoption and high customer satisfaction.

• Own business outcomes across assigned enterprise dealer groups—not just account health, but adoption, ROI, and expansion readiness. • Drive operational consistency across dozens of rooftops by influencing Service and Sales leadership—not just individual contributors. • Lead multi-location adoption strategies across Fixed Ops (service lane) and Variable Ops (sales, appraisals, merchandising). • Identify systemic gaps across dealer groups and implement scalable solutions—not one-off fixes. • Translate complex performance data into clear, executive-level insights that inform company strategy. • Surface patterns, risks, and opportunities across accounts to influence expansion decisions at the leadership level. • Partner cross-functionally with Sales, Product, Support, and Operations to remove blockers and drive measurable outcomes. • Build, test, and refine playbooks that can scale across hundreds of locations. • Operate with a high degree of autonomy—prioritizing where to focus across multiple enterprise accounts. • Travel strategically to key locations to drive impact, validate execution, and accelerate performance (~40–50%).

• 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.