• Own and grow Autura's enterprise and strategic account portfolio, driving retention, expansion, and long-term platform adoption across our most complex customer relationships. • Own a personal portfolio of strategic accounts in addition to team leadership responsibilities during the buildout phase. This role requires a player-coach who is as comfortable in the work as above it. • Serve as the senior escalation point for high-stakes customer situations — bringing calm, structure, and a clear recovery path to at-risk accounts. • Build and lead a team of Strategic Customer Success Managers, setting the standard for how Autura engages its most important customers. • Develop and operationalize account planning frameworks, executive business review processes, and customer health strategies that scale as the portfolio grows. • Partner with Sales to identify and convert expansion opportunities within existing accounts — helping customers grow their business by extending their use of Autura across new product areas, including TowPay, Marketplace, and future offerings. • Navigate multi-stakeholder relationships within enterprise organizations — from operators and dispatch managers to executives and ownership groups — to deepen Autura's presence and uncover new opportunities. • Work closely with Product, Implementation, and Support to translate customer needs into platform improvements and ensure customers are realizing full value across integrated product lines. • Bring a consultative, project-based approach to enterprise engagements — acting as a trusted advisor who helps customers run their operations more efficiently using Autura as the backbone. • Represent Autura at industry events, motor club partnerships, and towing association conferences to build relationships and stay close to where the industry is heading. • Partner with executive leadership on acquisition integration — helping bring acquired products and customer bases into the Autura ecosystem in a way that feels connected and coherent to customers. • Own post-implementation engagement to ensure customers are actively using the platform — tracking adoption metrics, identifying gaps, and driving customers toward the outcomes that made them buy in the first place. • Build and maintain a customer health framework across the strategic portfolio — using leading indicators to get ahead of churn risk before it becomes an escalation. • Own or co-own renewal strategy for strategic accounts, including multi-year contract planning, pricing conversations, and risk mitigation on complex renewals. • Lead change management for strategic accounts through product updates, platform migrations, and new feature rollouts — ensuring customers are prepared, adoption is supported, and disruption to their operations is minimized.

• Be responsible for overachieving Quota tied to territory Renewal and Expansion goals • Effectively manage annual pipeline, by reaching out to customers 4 months (or more) before support expiration to perform customer experience assessments and environment health checks • Cold call customers with lapsed support, with the goal to reactivate support. • Work cross functionally with Deal Desk, Legal Department, Sales and others to prepare Special Terms, Create NSQ’s • Clearly communicate and sell complicated offers, internally and externally • Prepare accurate forecasts, business analysis and sharing insights • Assist customers with whatever is needed to ensure customer success, including but not limited to: Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resultion) • Customer Support Ticket Assistance (Educating customers on how to open support tickets, Escalate support cases through prescribed processes, follow up to ensure support ticket is resolved to customer satisfaction) • Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses • Record all activities on customer/partner actions in Veeam's customer relationship management system (SalesForce.com) • Keep impeccable Salesforce hygiene • Manage inbound Renewal inquiries though different Renewals portals • Prioritize workload in order to meet all KPIs, goals and objectives. • Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings • Overachieve target quota • Focus on customer retention, renewal rate, and high velocity selling with special attention to maximizing revenue generation with our Velocity customer base

• Build, lead, and scale a high-performing EMEA Customer Success team of Customer Success Engineers and Specialists to improve customer coverage, execution quality, and regional impact. • Design and execute customer journey strategies that increase adoption, accelerate time-to-value, improve customer satisfaction, strengthen retention, and drive revenue growth. • Orchestrate cross-functional execution with Sales, Product Management, Customer Support, and Renewals to remove friction, improve predictability, and deliver a seamless customer experience. • Establish, govern, and act on clear KPIs across customer health, team health, and business impact to identify risk, measure progress, and improve decision-making. • Deploy automation and AI-driven tools to streamline onboarding, strengthen execution, improve support milestones, and scale a more proactive customer success motion. • Recruit, mentor, and develop customer value-obsessed talent, building a culture of excellence, accountability, continuous learning, and measurable performance.

• Build, lead, and scale a high-performing EMEA Customer Success team of Customer Success Engineers and Specialists to improve customer coverage, execution quality, and regional impact. • Design and execute customer journey strategies that increase adoption, accelerate time-to-value, improve customer satisfaction, strengthen retention, and drive revenue growth. • Orchestrate cross-functional execution with Sales, Product Management, Customer Support, and Renewals to remove friction, improve predictability, and deliver a seamless customer experience. • Establish, govern, and act on clear KPIs across customer health, team health, and business impact to identify risk, measure progress, and improve decision-making. • Deploy automation and AI-driven tools to streamline onboarding, strengthen execution, improve support milestones, and scale a more proactive customer success motion. • Recruit, mentor, and develop customer value-obsessed talent, building a culture of excellence, accountability, continuous learning, and measurable performance.