• 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

• Serve as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teams. • Act as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolution. • Onboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participation. • Develop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client value. • Ensure that all client information, interactions, engagement history, etc is kept current. • Collect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic direction. • Lead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communications. • Coordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality delivery. • Develop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service delivery. • Monitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordination. • Track and report on engagement performance metrics, client satisfaction, and delivery quality. • Manage the full lifecycle of engagements from scope finalization and contracting through delivery and close-out. • Provide project management support for internal initiatives, where applicable. • Manage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offerings. • Oversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reporting. • Develop, document, and continuously improve AI Studio’s operational policies, procedures, and administrative workflows. • Identify and help implement AI-first tools and systems for improved organization efficiency and scalability. • Maintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etc. • Ensure compliance with applicable regulatory and business requirements across contracts, policies, and operational processes.