• Own and manage 5-10 enterprise customer relationships from a technical perspective • Act as trusted advisor for platform usage, integration best practices, and architecture decisions • Translate complex customer requirements into actionable feature requests and influence the product roadmap • Map business needs to product features and drive proactive adoption • Coordinate technical escalations with solution engineering, support, and product teams • Lead technical QBRs, integration reviews, and roadmap alignment workshops • Monitor platform health, usage, and KPIs, recommending improvements

• Develop a strong understanding of projects impacting your service area • Help guide the resolution of critical customer incidents • Lead technical success plans to ensure customers have a positive experience using Relativity • Drive internal service review meetings covering performance, service improvements, quality, and process • Partner with senior team members in Product and Engineering to troubleshoot customer incidents • Provide best practices on the use of Relativity • Maintain flexibility to work other time frames as needed.

• 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.