• Act as primary post-sale customer contact for priority customers. Understand our customers’ business goals and technical challenges, ensuring their voice is heard across internal teams to shape roadmap and service improvements. • Build and maintain strong relationships with assigned customers. • Develop and maintain account plans, ensuring goals and expectations are met. • Ensure customers realize the full value of their investment in the company's products or services. • Provide customers with architecture guidance, optimization strategies, and best practices for leveraging cloud infrastructure and services. • Anticipate customers’ needs through regular technical health checks, performance reviews, and proactive monitoring. • Train customers on Zadara services and how to maximize benefits from Zadara services that are relevant for that customer. • As the escalation point during critical incidents; drive resolution, coordinate internal resources and provide regular, timely status updates. • Act with a strong sense of responsibility and urgency. • Monitor open tickets daily and alert the support team if not being addressed sufficiently or timely. • Collaborate with Sales Account Manager to define success plans, ensuring alignment between technical delivery and business objectives. • Collaborate closely with product marketing, product management and field marketing functions to build quality customer focused campaigns, offers, and Go-To-Market initiatives. • Maintain accurate documentation of customer account information, interactions, technical issues and provide regular status updates. • Deliver executive-level reports as needed. (e.g. “health checks” and growth plans with reps). • Deliver closed-loop lead and deal management process and metrics to support sales and marketing objectives and goals. • Partner with the SA to plan capacity and optimize infrastructure for new services and business growth. • Develop DR plans and participate in planning and executing disaster recovery drills to validate business continuity. • Support the SA in delivering POCs, customer demos, and training for new features and tools. • Create technical enablement materials and deliver post-sales training sessions for MSP partners.

• Own the management of Technical Services projects from kickoff through completion. • Plan project execution approaches in alignment with approved Statements of Work. • Coordinate tasks, sequencing, dependencies, and delivery activities. • Act as the primary owner for resolving project issues, risks, and blockers. • Drive corrective action when projects fall out of alignment with scope, timeline, or expectations. • Review and approve Statements of Work (SOWs) prior to project kickoff. • Validate scope clarity, delivery feasibility, and alignment with team capabilities. • Partner with Technical Services Executives to refine scope before commitment when needed. • Protect delivery teams by ensuring only executable, well-defined scopes move forward. • Assign Technical Specialists to projects based on skills, availability, and delivery needs. • Serve as the direct performance leader for Technical Specialists. • Conduct regular one-on-one meetings focused on performance, growth, adaptability, and expectations. • Ensure delivery work meets established quality and technical standards.

• Build strong relationships with assigned client portfolio to understand their technical environments and business objectives, advising on how ArmorPoint solutions can best meet their needs. • Serve as primary technical liaison between assigned client portfolio and ArmorPoint teams (e.g., Operations, Product, Engineering) resolving complex technical issues and advocating for client needs. • Conduct regular technical health assessment meetings (ArmorPoint Technical Reviews), compiling and presenting operational metrics, strategic recommendations, and value demonstrations to showcase the ROI of ArmorPoint services. • Lead technical discussions, demos, and orientations for client technical stakeholders and business executives, ensuring comprehensive understanding and maximizing utilization of the ArmorPoint product and services. • Guide clients on best practices for deployment, configuration, and management of ArmorPoint services, ensuring optimal use and alignment with their security objectives. • Monitor client environments via SIEM/EDR telemetry to identify emerging threats, troubleshoot issues, and recommend optimization opportunities. • Identify and drive upsell and cross-sell opportunities that address client needs, supporting account growth and retention. • Collaborate with the Operations team to refine processes, playbooks, and service delivery based on client feedback and observed trends. • Create and maintain technical documentation, runbooks, post-incident reports, architecture diagrams, and knowledge base articles, relevant to client-specific needs. • Provide actionable feedback to the Product team, helping shape the ArmorPoint product and service roadmap based on recurring client objectives and frontline observations. • Develop and deliver technical training and enablement to channel partners, enabling them to effectively provide ongoing technical account management to their own clients. • Manage, maintain, and report on client satisfaction (CSAT), driving initiatives to enhance overall customer satisfaction. • Maintain expert-level knowledge of ArmorPoint's SIEM platform and integrated EDR solutions (SentinelOne, CrowdStrike, Cybereason, etc.) to defend against competitive threats through technical differentiation and value demonstration. • Support cross-functional initiatives as a technical subject-matter expert, ensuring the client's technical perspective is represented. • Represent ArmorPoint at industry events, webinars, or client advisory sessions as needed. • Other duties as assigned.

• Build and maintain strong, long-lasting client relationships by acting as the main technical contact for enterprise accounts. • Conduct pre-upgrade reviews (hardware specifications, server/client setups, scanner compatibility) and coordinate enterprise-scale upgrades (e.g., Lab Organizations, Dental System, Cloud Dongle adoption). • Provide standardized infrastructure blueprints (small, medium, enterprise labs) to help customers and their IT providers run 3Shape software efficiently. • Maintain a living integration tracker for each enterprise customer covering LMS/ERP connections, cross-lab workflows, and new lab onboarding. Coordinate with customer IT teams and 3Shape support / product teams. • Identify potential technical challenges before they impact customers, and act as an escalation point with internal teams for timely resolution. • Technical support & troubleshooting: Understand client business objectives and technical environments and guide clients through product upgrades, feature adoption, and new workflow implementations to optimize product usage and increase return on investment. Troubleshoot and resolve complex product-related issues based on in-depth technical knowledge of 3Shape’s Lab products and integrated workflow, and common network and installation challenges, and offer technical recommendations for configurations, system integrations, and best practices. • Value creation & retention: Support LabCare renewals, additional seat/scanner expansions, and adoption of new workflows by ensuring infrastructure stability and scalability. • Participate in quarterly business reviews (QBRs) with enterprise accounts, translating technical initiatives into business outcomes (uptime, throughput, ROI). • Product advocacy: Serve as the voice of the customer internally, relaying enterprise product feedback and collaborating on product improvement initiatives based on real-world client use cases. • Collaborate closely with Sales, Product, Support, and Academy to ensure seamless enterprise customer experience. • Ability and willingness to travel 30-50% of the time (predominantly within North America, but potentially to our corporate offices in Denmark on occasion) to meet with customers, attend trade/industry events, internal meetings/trainings and conferences.