• Lead, hire, train, mentor and develop a high-performing team of Customer Success Engineers (CSEs) • Establish performance metrics and conduct regular performance reviews • Own end-to-end support operations, including queue management and escalations • Act as the ultimate point of technical escalation for strategic enterprise customers • Design and implement customized support plans and SLAs • Own and continuously improve escalation protocols and support processes

• Lead the daily operations of the Training and Quality Assurance team. • Develop, implement, and maintain training programs for new hires and existing staff. • Design and update training materials, job aids, and instructional resources. • Conduct instructor-led, virtual, and self-paced training programs. • Establish quality standards and performance evaluation methodologies. • Monitor customer interactions across multiple communication channels to ensure compliance and service quality. • Conduct calibration sessions with operational leadership and quality teams. • Analyze quality trends and identify opportunities for coaching and performance improvement. • Prepare quality assurance reports, dashboards, and performance analyses. • Develop corrective action plans and continuous improvement initiatives. • Coordinate with operational leadership to identify training needs and performance gaps.

• Lead the Privacy Engineering team’s strategy, roadmap, and execution across privacy infrastructure, data governance, and privacy-by-design initiatives • Hire, coach, and develop a team of privacy engineers while establishing clear operating rhythms, priorities, and technical standards • Guide the design and delivery of scalable privacy controls, including data discovery, classification, access controls, audit logging, retention, deletion, lineage, encryption, and key management • Partner with Legal, Compliance, Security, Product, Data, Machine Learning, and Infrastructure teams to translate privacy requirements into practical technical solutions • Oversee privacy reviews, technical risk assessments, and threat modeling for new products, data flows, models, and platform capabilities • Define metrics and communicate progress, tradeoffs, dependencies, and risks to technical and cross-functional stakeholder

• Work in collaboration with Sales, Product, Engineering, Deployment, Customer Success, LMR Customer Service Managers, and CMSO Support teams throughout the customer engagement. • Accountable and responsible for the execution of service agreements, deployment of field resources, reduction in time to resolution, and escalation management. • Exercise judgment in selection methods and techniques for obtaining solutions. • Ensures best practices are being adhered to within the customer's environment. • Delivers consistent service levels by exceeding customer expectations and managing customer escalations. • Maintains awareness of all complex service matters including technical solutions implementations and activities. • Reporting on technical performance, and providing reviews of relevant service requests open within a customer's environment. • Can explain technical problems and solutions to team/client members. • Ensures effective coordination and support between account teams and supporting technical resources.