• Manage a book of high value Meal Program accounts with full accountability for retention and GMV protection. • Serve as the primary point of contact and strategic partner for your accounts after AE handoff, building trusted relationships with account admins and key stakeholders so ezCater has an active partner inside each account. • Conduct regular business reviews (in person and virtually) with accounts to align on goals, surface value delivered, and identify opportunities to deepen the relationship. • Escalate to cross functional partners when service, delivery, restaurant variety, and order accuracy issues arise, coordinating across internal teams on behalf of the customer. • Maintain accurate, up-to-date account records in Salesforce — including stakeholder maps, account health, risk factors, and next steps — so context is always visible and actionable. • Help refine the playbooks, signals, and model for how ezCater retains its most valuable Meal Program customers over time. • Advocate internally for product and service improvements based on direct customer feedback and usage patterns. • Use AI tools in your day-to-day work to prioritize accounts, personalize outreach, summarize customer feedback, and surface next best actions — while applying strong judgment and maintaining a high-quality customer experience.

• Own the Top Tier Account Book: Take full relationship and revenue ownership of Timely’s largest, highest-potential accounts globally, carrying direct accountability for Net Revenue Retention (NRR) targets. • Proactively identify cross-department upsell vectors, navigate complex procurement, and execute corporate-wide rollouts to systematically close seat expansion, upsell, and cross-sell pipeline. • Build deep, multi-layered relationships across your portfolio. Move aggressively beyond a single point of contact to align with C-suite executives, business unit leaders, and key economic buyers to cement Timely as a long-term strategic vendor. • Partner with the Sales team during late-stage cycles to meet with high-value prospects, present the post-sales success roadmap, and serve as a powerful differentiator to win deals. • Establish and conduct structured, data-driven Quarterly Business Reviews (QBRs) and ROI presentations that tie Timely’s product adoption metrics directly back to the customer's high-level business outcomes and strategic goals. • Lead complex implementations and proof-of-concept transitions, picking up the baton perfectly from Sales to ensure rapid time-to-value during the critical first 90 days. • Customize and execute Top tier account rollout frameworks to ensure smooth, organization-wide software adoption. • Establish and monitor proactive portfolio health indicators. Use AI-driven usage data and relationship signals to identify risks early and deploy mitigation strategies long before the renewal window. • Act as the strategic bridge between our largest clients and internal Product/Engineering teams. Translate complex compliance, security, and feature requests into actionable roadmap inputs that unlock future Top tier account pipeline. • Partner with the Head of CS to design playbook iterations, scale departmental infrastructure, and mentor mid-market CSMs as the team grows.

• Own the full customer lifecycle for a focused portfolio of global, strategic accounts • Embed as a trusted advisor across decentralized buying centers • Act as the “quarterback” for a global virtual account team • Design and scale AI-powered customer programs • Drive adoption and consumption growth • Own expansion and upsell motions directly on retention-focused accounts • Lead strategic success planning, QBRs, and EBRs • Guide high-stakes consolidation and “build vs. buy” evaluations • Navigate complex commercial and governance realities • Build compelling demonstrations, executive presentations, and business value documents • Serve as the vital link between customers and Branch

• Align on strategic goals and establish a mutual success plan that serves as a foundation for long-term customer success and shared outcomes. • Facilitate smooth transitions post-implementation, ensuring KPIs are met and remain relevant throughout the customer journey. • Build strong relationships by understanding customer needs and conducting regular check-ins to monitor satisfaction and account health, including engagement with senior stakeholders and executive sponsors where appropriate. • Develop deep expertise in our solutions to create value for customers, delivering best practices, insights, and ROI-focused guidance while highlighting the benefits of new features and updates. • Demonstrate a commitment to continuous learning and staying current with product innovation, emerging technologies, and AI-driven capabilities. • Identify and act on upsell and cross-sell opportunities, collaborating with teams to drive renewals, manage challenges, and increase retention. • Communicate complex ideas effectively to all stakeholders, using active listening and providing regular updates on key initiatives. • Cultivate customer advocates for testimonials, case studies, and referrals, and streamline feedback for internal teams. • Leverage data and analytics to track customer goals and drive outcomes, using trends to make data-driven recommendations during reviews. • Encourage the use of self-service resources, such as knowledge bases, to empower customers and boost satisfaction.