• Lead, coach, and develop a team of Technical Account Managers, creating a high-performing and customer-focused culture. • Define and track individual and team objectives aligned to customer success and business outcomes. • Conduct regular 1:1s, performance reviews, and development conversations to support growth and continuous improvement. • Establish clear operating frameworks, processes, and best practices that enable consistent customer engagement. • Create scalable playbooks covering technical support, account growth, customer engagement, and operational workflows. • Identify opportunities to improve team efficiency, remove operational blockers, and enhance customer outcomes. • Provide regular reporting on team performance, customer health, risks, opportunities, and key metrics. • Partner with Pre-Sales Engineers and Delivery Managers to share customer insights, adoption trends, and expansion opportunities. • Monitor customer health scores, adoption metrics, and KPI achievement to identify proactive improvement opportunities. • Build trusted relationships with senior customer stakeholders, understanding their strategic objectives, technology roadmaps, and business priorities. • Guide customers on best practices for implementation, deployment, operation, and optimisation of Trustonic solutions. • Lead technical discussions around incidents, trade-offs, risks, and solution decisions. • Support customers in achieving greater adoption, retention, and value from Trustonic technology. • Develop a deep understanding of customer environments and ensure implementations remain aligned with security best practices. • Act as the escalation point for complex technical challenges and customer concerns. • Validate reported problems, understand business impact, and coordinate the right internal teams to deliver effective solutions. • Maintain clear and proactive communication with customers throughout the resolution process. • Lead Root Cause Analysis (RCA) reviews with customers and internal stakeholders. • Facilitate retrospective sessions to identify improvements and prevent recurring issues. • Understand customer requirements, technology strategies, and future roadmaps to identify opportunities and potential risks. • Translate customer insights into recommendations that influence Product strategy and roadmap development. • Identify gaps and opportunities within Trustonic technology propositions. • Support solution onboarding activities alongside Solution Delivery Managers. • Maintain awareness of customer OEM roadmaps, integration plans, and testing activities. • Identify competitive risks and provide insight to Sales and Product teams. • Support customers in upgrading implementations to enable new functionality. • Communicate new Trustonic features and capabilities, helping customers understand their value and impact. • Share customer successes, challenges, and feedback across the organisation. • Partner with Commercial and Partnership teams to conduct regular customer reviews. • Ensure customers are achieving agreed KPIs and receiving measurable value from Trustonic solutions. • Support the development of customer growth plans focused on adoption and expansion. • Ensure service configurations are maintained to the highest standards, including security best practices. • Capture customer feedback and ensure insights are shared with relevant teams. • Create and manage Corrective Action Plans when required, working collaboratively with stakeholders to deliver successful outcomes.

• Act as the technical point of contact and customer champion for Trustonic solutions, providing guidance throughout implementation, deployment, and ongoing operations. • Provide best-practice advice to help customers successfully adopt and optimise Trustonic products and solutions. • Understand customer challenges, validate reported issues, assess business impact, and coordinate the appropriate teams to drive resolution. • Take ownership of technical issues from investigation through to resolution, ensuring customers receive clear communication and timely updates. • Work with internal teams including Product, Engineering, and Support to troubleshoot complex technical challenges. • Build and maintain trusted technical relationships with key customer stakeholders. • Support customers through solution onboarding, implementation activities, and platform enhancements.

Role Description As a Technical Account Manager at Zafran, you’ll be the trusted guide helping our customers unlock the full value of our platform. You’ll lead the post-sale journey, from smooth onboarding to measurable success, building deep relationships and tackling tough problems with clarity and empathy. Think of yourself as the connective tissue between customers and our product, someone who thrives at the intersection of technical problem-solving, proactive communication, and customer advocacy. You’ll become a go-to expert on how Zafran helps security teams slash noise, surface real risks, and take action—fast. - Build trust from day one and be the face of Zafran throughout the customer lifecycle - Lead onboarding and ensure a fast, confident path to value - Monitor platform usage, identify risks early, and deliver insights that turn obstacles into outcomes - Host recurring check-ins, facilitate quarterly reviews, and design workshops that spark “aha” moments - Troubleshoot complex scenarios and coordinate with support, product, and engineering to solve what matters most - Advocate for your customers internally and turn their needs into impact - Celebrate customer success and turn champions into advocates - Spot risks before they become problems, coordinate cross-functional response plans, and keep confidence high even when challenges hit Qualifications - 4+ years in a customer-facing role with strong technical exposure - Fluency in technical environments - comfortable reading logs, understanding APIs, and translating strange bugs into human language - A knack for turning complex workflows into simple, actionable plans - Empathy, curiosity, and a bias for doing right by the customer - Experience with platforms like Jira, Salesforce, Zendesk, Notion, or similar - Familiarity with REST APIs, browser debugging, logs, or lightweight scripting is a plus, but you don’t need to be a coder - Have run customer trainings, hosted webinars, or created documentation people actually use - Enjoy solving thorny problems, asking “what if,” and finding the signal in the noise - Are energized by a company culture where curiosity, speed, and GIFs can all thrive Requirements - 4+ years in a customer-facing role with strong technical exposure - Fluency in technical environments - comfortable reading logs, understanding APIs, and translating strange bugs into human language - A knack for turning complex workflows into simple, actionable plans - Empathy, curiosity, and a bias for doing right by the customer - Experience with platforms like Jira, Salesforce, Zendesk, Notion, or similar - Familiarity with REST APIs, browser debugging, logs, or lightweight scripting is a plus, but you don’t need to be a coder - Have run customer trainings, hosted webinars, or created documentation people actually use - Enjoy solving thorny problems, asking “what if,” and finding the signal in the noise - Are energized by a company culture where curiosity, speed, and GIFs can all thrive Benefits - Flexible PTO - Health insurance plans (medical, dental, vision) - Monthly stipend for phone and internet - 401k - Flexible spending account - Home office stipend when joining - Access to frontier AI models, including Claude Company Description At Zafran, we’re proud to be an equal opportunity employer. We believe the best teams are built by people who think differently, come from all kinds of backgrounds, and aren’t afraid to challenge the status quo. We welcome everyone across race, religion, gender, gender identity or expression, sexual orientation, age, disability, national origin, and veteran status, because what matters most is what you bring to the table. If you’re curious, fun, and someone who gets things done, we’d love to meet you.

• Own the post-implementation client relationship for a defined portfolio of healthcare and telehealth partners, serving as their primary technical advisor and point of escalation. • Lead quarterly business reviews (QBRs) — presenting usage data, platform performance, and forward-looking recommendations aligned to each partner's care delivery goals. • Monitor account health indicators (adoption rates, ticket trends, escalation frequency) and proactively intervene on at-risk accounts before issues surface. • Drive platform adoption by identifying underutilized capabilities and translating them into tangible client value. • Collaborate with Client Success on renewal and expansion conversations, contributing technical context, risk assessments, and growth opportunities. • Translate complex client workflows and integration requirements into structured, prioritized product feedback for Engineering and Product teams. • Serve as the first line of diagnosis for partner-reported issues impacting patient scheduling, intake, or care delivery — resolving independently within your technical competency and escalating to appropriate teams as required. • Investigate, troubleshoot, and resolve operational or platform issues within OpenLoop and partner systems with a documented root cause and prevention plan. • Maintain clear, proactive communication on issue status and resolution timelines to build partner confidence. • Document issues, root causes, and resolutions for visibility, trend analysis, and future prevention. • Identify recurring problems and collaborate with internal teams on systemic fixes and platform improvements. • Maintain internal support documentation and assist with testing new features or workflows to surface risk before client impact. • Partner with Implementation, Client Success, Product, and Engineering to ensure smooth onboarding and reliable platform performance.