• Analyze needs and requests and respond to common user questions about management information tools • Analyze reports on your unit’s processes, identify impacts and propose solutions • Diagnose issues, challenges and needs to determine target outcomes • Help develop and implement solutions, policies, programs and action plans • Document and update procedures, requests and reports.

• Convert inbound, marketing-sourced, and BDR-generated leads into qualified pipeline and closed business. • Conduct high-impact discovery sessions to diagnose customer needs and align solutions. • Drive urgency and momentum through thoughtful follow-up, objection handling, and value articulation. • Source additional opportunities through targeted outbound prospecting. • Maintain a self-generated motion to ensure consistent pipeline health and personal ownership. • Own the complete sales process from discovery through close. • Lead negotiations and guide prospects confidently through the buying journey using a value-selling approach. • Maintain accurate forecasts and pipeline visibility through Salesforce. • Consistently inspect deal health and take action to de-risk and accelerate opportunities. • Partner tightly with Marketing to optimize lead quality, attribution, and conversion. • Work alongside BDRs to maximize outbound effectiveness and ensure strong handoff between qualification and closing. • Collaborate with Solutions Consulting and Customers teams for seamless deal execution. • Self-assess performance and seek out coaching and enablement. • Continuously refine selling skills and business acumen.

• Provide technical support and help build strong foundations in Identity and Access Management (IAM) • Perform initial troubleshooting, gather logs/details, and document findings • Support customers with configuration, integration, deployment, and maintenance questions • Collaborate with senior engineers, support leadership, and other teams to resolve complex issues • Identify potential product issues and assist in documenting details for Engineering review • Contribute to knowledge base articles and internal documentation

• Provide counsel and strategic recommendations to senior leadership regarding content, personalization, and customer engagement strategies. • Drive development of product definitions, capability roadmaps, and solution plans that optimize enterprise content and personalization investments. • Evaluate business opportunities and emerging technologies to define and evolve the content and personalization portfolio. • Analyze market trends, customer expectations, competitive landscapes, and digital experience innovations to identify opportunities for both parity and differentiation. • Develop and maintain strategic roadmaps that align business priorities, customer experience goals, and technology investments. • Establish strategies, operational objectives, and governance approaches for enterprise content and personalization capabilities. • Lead the strategy and adoption of headless and composable content management capabilities across the enterprise. • Define scalable solutions for modular content creation, content reuse, metadata management, and dynamic content delivery. • Drive implementation of content-as-a-service capabilities that enable rapid deployment across channels and customer journeys. • Partner with architecture and engineering teams to ensure content platforms support enterprise scalability, flexibility, and personalization objectives. • Develop enterprise standards, best practices, and governance models for dynamic content management. • Shape and deliver personalization capabilities that dynamically tailor content based on customer context, behaviors, preferences, business rules, and AI-driven insights. • Enable consistent content experiences across inbound and outbound customer touchpoints, including web, mobile applications, email, SMS, push notifications, customer portals, and service channels. • Define strategies that improve relevance, engagement, conversion, adoption, and customer satisfaction through personalized experiences. • Collaborate with product, digital, marketing, communications, data, analytics, and CX teams to operationalize personalization at scale. • Identify opportunities where AI, automation, and advanced analytics can improve content operations, content creation, governance, targeting, and customer engagement. • Develop innovative value propositions and feature strategies that enhance enterprise content and personalization capabilities. • Evaluate solution alternatives and recommend approaches balancing customer value, business outcomes, technical feasibility, and operational efficiency. • Lead complex initiatives through experimentation, piloting, measurement, and enterprise-scale adoption. • Lead highly visible, cross-functional strategic initiatives that span multiple business and technology organizations. • Influence stakeholders at all levels without direct authority to drive alignment, commitment, and execution. • Interpret complex internal and external business challenges and recommend solutions and best practices. • Serve as a trusted advisor and recognized subject matter expert on content strategy, personalization, and digital experience capabilities.