• The Technical Account Manager (TAM) is a post-sales technical lead responsible for driving the successful adoption, scaling, and self-sufficiency of advanced software solutions, including Mendix, Graph Studio, AI Cloud, and SAS Language Compiler tools. • Build trusted relationships with customer stakeholders like CIOs, CTOs, and enterprise architects. Serve as their strategic technical advisor. • Collaborate with AEs and Partner Managers to align technical adoption and growth priorities. • Maintain a clear view of customer architecture, advising on product integration. • Develop and own Customer Adoption Plans aligned to customer strategies, ensuring progress and alignment. • Lead technical kickoffs and adoption enablement activities (e.g., workshops, account reviews) to drive customer self-sufficiency.

• 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.