• Cultivate and nurture relationships with key stakeholders, customer advocates, and champions during all phases of the customer lifecycle• Develop customer success plans, prioritize activities, and guide customers through the adoption process to maintain a high degree of confidence and trust • Conduct business reviews by gathering and presenting the status of customer goals, metrics that support the value realization, and product roadmap to evaluate needs and provide tactical advice• Schedule and conduct use case led coaching on an individual and group basis • Ensure internal alignment on account growth strategy by partnering with Sales, Marketing, and Product teams to execute on plans that drive expansion

• Proactively deliver value-based ongoing engagement to maintain customer health and address business needs• Conduct strategic business reviews with C-Suite Executives and decision makers to align on customer initiatives and business objectives• Develop joint success plans with customers to drive adoption and high value use cases within the organization• Gather and present product feedback and feature requests to Product Management• Partner with Account Management teams to successfully renew and identify cross-sell and expansion opportunities

• Proactively work with customers to plan Malwarebytes product deployments• Provide business, technical, and product knowledge in support of post sales activities in order to ensure customer satisfaction• Partner with Engineering, Product Management, and Account Sales Development teams to build relationships with decision makers, business contacts, and key stakeholders• Perform Quarterly & Annual Business reviews and assist in product training

• Manage and mentor a team of Technical Account Managers throughout US• Monitor team’s performance and capacity. Coach career development and help set quarterly performance goals. • Coordinate internally with Client Services, Engineering, & Product Leadership to implement improvements to ensure quality of products• Improve workflow, processes, and policies for Nielsen Digital Tagging solutions

• Provided technical account management for assigned accounts across all Nielsen Digital Tagging products• Seamless project management through all phases of the client relationship• Documented bugs, wrote up field notes, and captured ideas and requirements that will improve products and services

• Provided technical support on Barracuda Web Filter and Spam Firewall products• Assisted and led team members in resolving escalated support cases• Worked closely with engineering to troubleshoot network and email problems in Windows/Unix environment