• Lead, coach, and develop a team of Technical Account Management / post-sales customer leaders supporting mid-market to enterprise accounts across AMER. • Build a high-accountability operating rhythm with clear goals, performance expectations, coaching cadences, and KPI visibility across the team. • Ensure strong execution of the customer engagement process across onboarding, adoption, expansion, and renewal-risk moments so customers get consistent, high-quality support. • Use customer health signals, adoption data, renewal timing, and account context to help the team prioritize well, intervene early, and focus effort where it will have the greatest impact. • Lead or contribute to renewal strategy reviews, deal reviews, and executive business reviews that connect customer activity to business value, retention, and growth. • Partner closely with Sales, Professional Services, Solutions, Product, and other cross-functional teams to deliver a seamless customer experience and remove blockers quickly. • Act as a voice of the customer internally by surfacing patterns, risks, feedback, and opportunities that should inform process improvements, product direction, and team playbooks. • Help create clarity in a fast-changing environment by improving how the team operates, makes decisions, and scales customer coverage over time. • Build and operationalize AI-driven workflows, agents, and automated playbooks that enable the team to cover more accounts at higher quality with less manual effort. • Contribute domain expertise to scalable AI tools and processes that extend TAM best practices across the full customer base, not just individually managed accounts. • Drive AI adoption within the team as a core performance expectation, ensuring every TAM leverages AI as a force multiplier in their day-to-day customer motions.

• Independently provide ongoing and proactive technical leadership and support to Proofpoint’s strategic customers with little direction. • Manage and monitor support interactions, serving as an internal advocate for strategic customers, responding to customer escalations, and proactively escalating when needed. • Direct crisis and incident response, working with the account team, technical support, operations and engineering teams to ensure timely resolution, while communicating effectively with customers. • Meet regularly with clients, both remotely and on-site, to review support interactions, system status, major issues, upcoming releases, and other pertinent items. • Create and deliver executive customer presentations that outline system performance, potential issues, ROI and suggested forward courses of action. • Develop deep understanding of customer’s business and operational needs. • Maintain deep practical technical knowledge of Proofpoint’s integration within the customer's environment, including network, security, systems administration, and messaging management. • Develop and oversee a comprehensive strategy to meet complex customer requirements utilizing Proofpoint’s solutions. • Provide proactive recommendations that support the customer's requirements, roadmap and ongoing technical needs. • Identify and prioritize short term and long-term goals. • Plan and lead process improvement initiatives tailored to improve customer satisfaction with the services and interaction with the Proofpoint Team. • Plan, document, and identify risks and challenges for production changes that span multiple services or technologies. • Responsible for scheduling own time and for quality completion of multiple tasks within a varying environment of changing constraints. • Use independent judgment within broad parameters. • Designs and implements solutions to complex problems.

• Own the technical relationship and long-term outcome for a portfolio of strategic accounts. • Drive architecture reviews and design consultations to understand each customer's deployment. • Deepen product adoption by identifying capability gaps between what customers have built and what the platform supports. • Quarterback the full LiveKit team behind each account. • Be the customer's voice inside LiveKit, translating field signal into product feedback. • Lead executive business reviews that connect platform health to business outcomes. • Be on-site with customers for major launches and executive reviews. • Spot expansion signal early and hand it cleanly to sales.

• Provide input to the writing of proposals and Statements of Work • Support delivery implementation and consulting services to meet Veeam Software solution design and deliverables • Provide overall project guidance (Project plans, Schedules, Communication Plans, Resource plans, Status updates, etc.) • Assist with assessment and design of solutions as well as post-installation issues • Assist with Veeam Software solution implementation effort estimation • Create white papers, solutions guides, best practices, custom documentation, etc. • Deliver onsite knowledge transfer on Veeam Software solutions • Document configuration and completed activities • Analyse installed environments and guide optimal Veeam Software configurations • Facilitate communication between client and Veeam support • Identify additional needs within the client’s environment that can be resolved with Veeam Software solutions • Provide input for improvement of process and documentation • Overnight business stays to meet company goals and objectives