• Act as the primary point of contact for clients, addressing questions, providing guidance, and ensuring a seamless partnership experience throughout the customer lifecycle. • Own and manage a book of business, ensuring each client achieves measurable outcomes tied to their ACX goals (e.g., automated resolution, CSAT, ROI). • Partner with clients to deploy, scale, and mature their ACX programs using Ada’s ACX Framework as a blueprint for success. • Serve as a technical consultant and product expert, guiding clients through integrations, data flows, and system architecture across SaaS and API environments (e.g., Salesforce, Zendesk, Shopify, HubSpot) • Support clients in optimizing their AI Agent performance through transcript reviews, data analysis, training updates, and implementation of best practices. • Ensure client knowledge sources are accurate, well-structured, and continuously optimized to maximize the AI Agent’s effectiveness. • Drive adoption and utilization of Ada’s solutions across the client’s organization by fostering alignment with key stakeholders and building internal advocacy. • Identify opportunities to expand use cases and deepen integrations within client ecosystems. • Track, analyze, and report on success metrics such as Automated Resolution Rate, CSAT, and ROI to demonstrate business impact and guide strategy. • Translate complex technical concepts into clear, value-driven recommendations for non-technical stakeholders. • Improved automated resolution rates and customer satisfaction for client programs. • Strong client advocacy leading to renewals, expansions, and strategic partnerships. • Continuous feedback loop between clients and internal teams to enhance Ada’s platform and services.

• Consistently achieve or exceed assigned new business quota by identifying, qualifying, and closing new opportunities within assigned territories and verticals • Own and grow strategic relationships with sophisticated, high-spend customers, providing consultative support to ensure continued success and upsell opportunities • Conduct in-person and virtual meetings with senior decision-makers, including General Counsel, Heads of IP, CTOs, and senior law firm partners • Work closely with marketing, SDRs, and solutions teams to build robust pipelines and drive tailored, high-impact sales strategies • Maintain deep understanding of industry trends within IP, software, and technology to inform customer conversations and identify new revenue streams • Visit clients and prospects as required to build relationships and close deals

• Partner with Account Executives across the full sales cycle on Enterprise and Strategic opportunities — participating actively in discovery, not just demos. • Assist in leading consultative discovery with sophisticated legal buyers: understand their practice, workflows, and operational pain before positioning a solution. • Prepare and deliver compelling, story-driven product demonstrations tailored to each prospect’s practice area and buying committee. • Translate complex product and technical concepts for both legal and technical audiences, and earn credibility with practicing attorneys and firm leadership. • Research and recommend the right combination of solutions from Filevine’s suite — including LOIS — to address each customer’s needs. • Influence the successful closing and win rates of strategic accounts in collaboration with the sales team. • Travel frequently for on-site discovery sessions, demos, and executive meetings (see Travel & Location below).

• Lead strategic client engagements by partnering directly with customers to develop bespoke solution concepts, guide onboarding and adoption, and build long-term partnerships that drive success on Arbitrum. • Proactively identify, contribute to, and advocate for strategic partnerships with promising application teams, fostering an ecosystem of the most engaging on-chain experiences. • Work directly with the Product team to relay and incorporate feedback from projects and the developer community into our roadmap, and help shape the go-to-market strategy of new products, especially for the developer audience. • Work alongside our engineering and research teams to improve our overall platform, from core protocol customizations to application-layer improvements, based on our work with clients. • Own developer success across leading application teams in the Arbitrum ecosystem, working alongside builders to solve challenges involved in using and integrating with Arbitrum technology, and accelerating their development.