- Serve as the primary technical point of contact and trusted advisor for an assigned portfolio of commercial and federal customers.
- Guide customers through deployment, configuration, and onboarding across cloud, on-prem, and hybrid environments.
- Advise on identity and access integration, app delivery, device policies, and network configuration.
- Own technical escalations and work with Support, Engineering, and Product to resolve issues and keep customers informed.
- Lead technical check-ins, platform health reviews, and the technical portion of QBRs alongside the Customer Success Manager.
- Monitor usage and environment health, identify risks, and recommend optimizations to drive adoption.
- Provide configuration evidence and documentation for ATO, accreditation, and compliance reviews.
- Plan and coordinate upgrades and releases within each customer’s change control process.
- Train customer administrators and systems integrator staff, and build reusable runbooks, deployment guides, and knowledge base articles.
- Bring customer feedback to Product and Engineering and support expansion opportunities and renewals.