• Lead and develop a team of Technical Account Managers. Coach your team on technical depth, customer communication, and strategic account planning. Set and uphold high performance standards while building a culture where people do their best work. • Drive technical customer outcomes. Ensure your team delivers proactive technical guidance and best-practice recommendations that help customers adopt and get value from the Highspot platform - including AI-powered features like intelligent content recommendations, MCP based workflows, and automation capabilities. • Own the data story. Guide your team to leverage platform analytics (usage trends, adoption metrics, health scores)- and translate those insights into clear business outcomes and ROI narratives for customers and internal stakeholders. • Scale the organization. Partner with your management team to design and implement organizational, process, and operational improvements as the TAM function grows. Define playbooks, escalation frameworks, and engagement models that drive consistency and efficiency. • Synthesize customer insight. Aggregate technical themes and product feedback from across your team’s portfolio to inform product roadmap decisions, feature refinement, and process improvements. Act as a credible voice of the customer with Product & Engineering. • Partner across functions. Work as an effective ally to Customer Success, Sales, Support, and Product teams. Navigate differing priorities with a balanced, reasoned approach and make decisions that account for broader business context. • Cultivate deep product and technical expertise. Maintain strong knowledge of the Highspot platform, its integrations, and the technical environments our customers operate in. Stay current on AI adoption patterns and modern SaaS architectures to guide your team effectively.

• Lead the technical relationships for a named set of merchants within a vertical or category; you will be responsible for building the trust of your technical counterparts while also fostering long-term relationships with all merchant partners • Manage and provide technical guidance for new merchant integrations, reducing your merchants' risk by actively working with them to identify problematic technical approaches and driving new feature and product adoption with retail partners, including betas and pilots • Support clients through their lifetime as Affirm partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner • Provide early feedback to engineering and product teams while iterating on new products • Identify areas to improve operational efficiencies and onboard our merchants more quickly

• Lead the technical relationships for a named set of merchants within a vertical or category; you will be responsible for building the trust of your technical counterparts while also fostering long-term relationships with all merchant partners • Manage and provide technical guidance for new merchant integrations, reducing your merchants' risk by actively working with them to identify problematic technical approaches and driving new feature and product adoption with retail partners, including betas and pilots • Support clients through their lifetime as Affirm partners; quickly resolve critical technical issues for your accounts; quarterback multi-departmental efforts to resolve complicated issues in a timely manner • Provide early feedback to engineering and product teams while iterating on new products • Identify areas to improve operational efficiencies and onboard our merchants more quickly

• Serve as the primary technical point of contact for assigned enterprise customers. • Develop trusted advisor relationships with security leaders, SOC managers, analysts, architects, and executive stakeholders. • Conduct regular business reviews, health checks, and strategic planning sessions. • Align platform capabilities with customer security initiatives, compliance requirements, and operational goals. • Drive customer adoption, retention, expansion, and overall satisfaction. • Provide expert guidance on SIEM architecture, security monitoring, threat detection, incident response, UEBA, SOAR, and cloud security use cases. • Review customer deployments and recommend best practices for scalability, performance, and operational efficiency. • Assist customers with use case development, detection engineering, content tuning, and security operations optimization. • Advise on log source onboarding strategies, data quality improvements, and data governance practices. • Support customers in maximizing platform value through advanced features and new product capabilities. • Monitor customer platform health, adoption metrics, and risk indicators. • Identify and proactively address technical challenges, adoption barriers, and operational inefficiencies. • Coordinate escalation management and facilitate timely resolution of critical issues. • Partner with Support, Professional Services, Engineering, Product Management, and Customer Success teams to advocate for customer needs. • Develop success plans and track progress against key milestones and objectives.