• Respond promptly and professionally to customer inquiries via phone, email, and chat • Assist customers and patients with order management, product and service questions, troubleshooting, complaint resolution, and general support needs • Develop and ultimately follow established SOPs, documentation requirements, and escalation procedures for customer issues, complaints, and service requests • Accurately document customer interactions and update records in Salesforce, NetSuite, Microsoft Office, and other internal systems • Maintain professionalism, empathy, and strong communication skills while assisting customers and patients • Make outbound calls for follow-up, customer feedback, and additional service support as needed • Review customer feedback and identify trends to recommend service and process improvements • Demonstrate strong phone etiquette and deliver positive customer experience across all communication channels • Collaborate with team members to streamline processes and strengthen overall customer support • Manage time effectively and work independently in a remote environment • Adhere to scheduling, attendance, productivity, and quality expectations within a virtual contact center setting • Maintain confidentiality and ensure compliance with HIPAA and company data security standards • Navigate multiple systems and applications simultaneously while assisting customers • Participate in virtual team meetings, training sessions, and coaching activities

• The New Customer Experience team is looking for a software engineer focused on improving the end-to-end experience for new customers adopting the Pantheon platform. • Our team interfaces with almost every department at the company on one of the highest priority initiatives at Pantheon: completely revamping how customers discover, evaluate, onboard, and get value from our product. • You will work on a variety of technologies, including Python services, our GraphQL gateway, authentication and authorization systems using Auth0, and infrastructure managed with Terraform on Google Cloud.

• Respond to customer inquiries via phone, email, and text message in a timely and professional manner from a home-based setup • Troubleshoot customer issues and provide clear, accurate information about products, services, and account concerns • Document all customer interactions accurately in internal systems and escalate complex issues to the appropriate teams when needed • Identify recurring customer concerns and share insights to help improve processes and service quality • Meet or exceed individual and team KPIs such as response time, resolution rate, and customer satisfaction

• Take ownership of diverse projects and initiatives with a primary focus on cloud security, collaborating with core account groups (Sales, Support, Success), product/engineering teams, and customer teams. • Interface and influence key stakeholders, ensuring effective communication and collaboration throughout the project lifecycle, particularly emphasizing security best practices. • Establish a deep understanding of the customer’s business vision, culture, and processes with a keen focus on cloud security requirements. • Build and grow strong relationships across the org from the day-to-day technicians to the CISO level. • Evangelize Wiz value, influencing customers to adopt the right secure solutions at the right time. • Ensure the guidance from Wiz (documents, support, TAM, product team, etc) is understood and executed by the customer, while advocating internally at Wiz on behalf of customers to ensure their security needs are met. • Leverage your communication skills and extensive PM experience with large-scale transformations to guide customers post onboarding through their stages of Wiz adoption with a strong emphasis on implementing and maintaining robust cloud security practices. • Innovatively solve customer security challenges through the introduction of new ideas, tools, and mechanisms while overcoming any political blockers internal to the customer. • Collaborate with the Customer Account team to identify and pursue strategic cloud opportunities, specifically those related to cloud security enhancements by deepening product use or expanding to new business units. • Provide support through TCO analysis and business case assessments, ensuring alignment with customer security objectives. • Understand tool ecosystem and provide options for tool consolidation and deepen Wiz value. • Accelerate the customer’s cloud security adoption journey with a specific focus on defining key milestones, removing blockers, and implementing processes to ensure secure workload migrations. • Drive customer enablement by defining a comprehensive training strategy to upskill technical and non-technical roles across the customer's organization with a strong emphasis on cloud security awareness. • Implement effective governance structures to govern the partnership with the customer, placing a high priority on the security aspects of the partnership and the customer’s adoption of Wiz.