• Lead customers through deployment journeys with structured project management and technical oversight. • Partner with Account Executives, Sales Engineering, and Support to deliver a seamless customer experience. • Act as a trusted advisor who balances technical guidance with strong stakeholder and relationship management. • Provide proactive technical resources and digital enablement to drive adoption, feature utilization, and long-term customer health. • Be the voice of the customer internally, ensuring needs and challenges are addressed with urgency and care. • This role requires an individual who is highly technical, customer-focused, and organized—capable of balancing detailed deployment oversight with high-level strategic engagement. • Deployment Leadership: Onboard and guide customers through full deployment cycles, ensuring milestones, timelines, and deliverables are met. • Technical Advisory: Act as a subject matter expert during deployments, incidents, and ongoing usage; provide technical guidance on security architecture, integration, and best practices. • Stakeholder & Relationship Management: Build strong relationships with customer stakeholders; manage expectations, communicate risks, and serve as the trusted technical point of contact. • Cross-Functional Collaboration: Work with Support, Product, Engineering, and Services teams to align on customer outcomes and ensure timely issue resolution. • Incident Management: Serve as the customer’s advocate during incidents and outages, coordinating internal response and communication. • Enablement & Content Creation: Develop technical content, learning sessions, and webinars to improve customer adoption and experience. • Reporting & Metrics: Provide regular cadence reporting on key success indicators (e.g., feature adoption, deployment progress, customer maturity). • Pre-Sales Services Support: Collaborate with Sales and Solutions Engineering to position post-sales service offerings when relevant, ensuring alignment and fit.

• Proactively engage a portfolio of Planful customers to drive adoption, awareness, and relationship building. • Conduct structured outreach campaigns (calls, emails, meetings) to increase customer engagement and uncover priorities or risks. • Re-engage dormant or low-touch accounts and establish initial relationships. • Partner closely with Customer Success Managers to transition engaged accounts for deeper strategic management. • Document customer interactions, insights, and next steps in Salesforce and other Customer Success tools. • Identify potential risks, opportunities, or expansion signals and share insights with the appropriate stakeholders. • Collaborate cross-functionally with Sales, Support, Product, and other teams to ensure a consistent customer experience. • Maintain visibility into account activity, engagement metrics, and follow-up actions. • Represent the Customer Success team with professionalism and accountability in all customer interactions. • Continuously build product knowledge and contribute ideas to improve scalable outreach and engagement processes.

• Develops an advanced understanding of all SmarterDx applications, serving as a final escalation point of contact for complex Support issues that span multiple teams and may require extended triaging • Serves as a thought partner to Account Managers and other teams when addressing nuanced client requests • Leads multi-week, cross-functional projects to manage requests from existing customers • Proactively documents and trains cross-functional teams on new or updated processes • Builds collaborative relationships with cross-functional teams through clear, professional communication that is reflective of company values • Leverages SQL to complete back-end queries to effectively triage complex customer issues.

• Clean, organize, and maintain large data sets to ensure consistency and accuracy across platforms. • Use advanced Excel functions to analyze and format data for reporting and imports. • Identify data trends, errors, and gaps, and work proactively to resolve issues. • Generate weekly/monthly reports and dashboards to support sales, marketing, and operations teams. • Work within Insellerate or similar CRM systems to update records, manage workflows, and ensure campaign accuracy. • Assist with importing and exporting data, list segmentation, and tag management across CRM tools. • Support automation logic and campaign setup in tools like Go High Level, HubSpot, Salesforce, or Follow Up Boss. • Troubleshoot CRM issues and ensure CRM data aligns with compliance and business needs. • Collaborate with marketing, operations, and sales teams to meet data needs and support campaign execution. • Ensure data integrity and alignment between CRM, email marketing platforms, and analytics tools.