• Provide "White Glove" customer service to ensure that we're providing customers with an excellent Onboarding experience • Manage implementation and onboarding of all new and renewing partners • Understand and anticipate customer's needs • Identify decision makers, stakeholders, and users for the customer • Deliver engaging, comprehensive trainings to customers and ensure customer readiness to go live • Develop product knowledge expertise in order to guide customers to realize value quickly • Project manage new client implementations via email, phone, and web-based tools • Track implementation tasks against a schedule and coordinate with internal staff to ensure goals are met on a timely basis • Take a proactive data driven approach by ensuring that customer adoption and usage metrics track with expectations. • Identify churn risks and develop proactive plans to increase customer retention. • Conduct onboarding webinars for multiple customers with expert presentation skills. • Performance will be measured by overall customer satisfaction metrics as well as retention rates. • Work closely with our sales team to manage the life of our accounts post-sale through renewal- Answer or delegate ongoing questions from clients. • Provide ongoing feedback to the Implementation team lead and department head on ways to improve client onboarding and implementation success • Work with the Support and development teams on improving the product based on customer feedback • High level customer support and communication. Must be comfortable answering customer questions and guiding them to answers.

• Manage named accounts accountable for engagement and satisfaction over the lifetime of the customer. • Establish key relationships with the customer, ensuring regular check-ins to understand, and address promptly, client needs and concerns. • Develop strong relationships with key buyers and influencers in customer accounts and leverage these during the lifetime of the customer. • Partner with the customer to build a joint plan for success, maintaining a detailed understanding of the customer’s business to achieve high levels of customer satisfaction, engagement, and adoption of Sophos technology. • Deliver an outstanding customer experience to support our brand promise of delivering superior cybersecurity outcomes and to facilitate the cross-sell and upsell of services and products. • Monitor customer analytics and KPIs to reinforce the value of the customer solution and identify areas to improve customer experience and optimize the solution. • Conduct regular business reviews, clearly articulating the specific value Sophos’ services are delivering to the customer and progress on specific customer milestones and goals. • Coordinate activities of associated roles across onboarding, sales, product operations, services, and renewals to ensure smooth handoffs and optimal customer experience. • Sustain business growth and profitability by maximizing value, driving usage, adoption, upselling services, and reducing churn. • Act as an escalation point for high-impact customer issues when necessary, ensuring appropriate teams within Sophos are engaged for quick resolution. • Work within the wider CSM team to implement scalable programs and process improvements to drive efficiency of internal customer success processes and improve customer experience.

• Act as a key point of contact and trusted resource for customer operations • Engage partner distributors and AutoStore internal subject matter experts to collaboratively support customer operational goals • Coordinate with internal and external stakeholders to ensure successful implementations, onboarding, and adoption of solutions • Demonstrate solid understanding of customer business goals and their holistic and daily needs • Proactively monitor customer operational performance, and provide recommendations to improve operations • Strengthen and leverage customer relationships to proactively accelerate upsell opportunity • Advocate for customers’ needs within internal teams

• Serve as the primary post-implementation relationship owner for a portfolio of Microvellum and INNERGY Engineering customers. • Develop trusted advisor relationships with executive sponsors, administrators, engineers, and end users. • Drive customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement. • Monitor customer health, identify risks, and develop action plans to improve customer outcomes and retention. • Partner with Technical Support and Professional Services to coordinate issue resolution and advocate for customer needs. • Identify opportunities for additional training, consulting, products, and services that help customers maximize their investment. • Collaborate with Sales on renewal and expansion opportunities while ensuring a seamless customer experience. • Capture customer feedback and partner with Product to influence future enhancements. • Maintain accurate customer health metrics, account plans, and activity within CRM. • Champion the voice of the customer across the organization.