• Understand the full customer journey to deliver best-in class experience enabling the success of their digital risk journey.• Assist customers in upgrading their products to the SaaS editions, and guide them to explore the available services.• Drive resolution of product challenges & major customers’ events by aligning the appropriate resources, and excelling professional communication with all stakeholders.• Review customers subscription utilization and billing to help customers optimize their investment and drive adoption.• Leverage Customer Success analytics to provide health check on the customer's cloud tenants & authentication, and identify predictive indicators of churn.• Joint success effort to achieve seamless renewal, drive ARR, and identify upselling or expansion opportunities.• Conduct periodic touchpoints (QBRs, Account Review, Product Roadmap) to measure customer satisfaction and product deployment levels.

• Serve as an advocate & designated point of contact within RSA for customers to provide a world-class product and support experiences.• Maintain awareness of the customer’s general business requirements & integrate them with their use of the solution.• Lead the internal cross-collaboration with other RSA functions (e.g. Product Management, Engineering, Sales, Support, Professional Services & Education Services) to ensure customer’s needs are given priority attention and appropriate visibility.• Coordinate relevant subject-matter experts to assist in the agreed support services (Cases support, Deployments, upgrades, patch management, & general configurations)• Drive regular scheduled service/business reviews with customers to highlight and report the addressed product defects, roadmap, upcoming product releases, and service level.• Enables sales by positioning solutions to protect RSA product image while identifying sales opportunities.• Lead escalations by leveraging expertise in action planning and resource coordination to ensure fault resolution.• Deliver concise communication to report escalations status to RSA and customers executives.

• Provide end-to-end ownership for all network optimization projects (performance, cost or customer network optimization) with committed deadlines as agreed with the project sponsors.• Accountable for overall project management support for service implementation & deployment activities.• Execute project data validation (SOW), resources allocation, equipment ordering and services implementation planning.• Report and communicate projects progress, completion & success stories to all stakeholders in the Service Transition lifecycle.• Meet or exceed the targets set with regards to customer satisfaction, database accuracy, projects Milestones & deadlines.

• Supervise the daily operations to maintain a proper load balance of cases across the team resources.• Oversee the incidents & escalations workflows to ensure the Service Level Objectives are met.• Secure proper shifts handover and transition of the critical ongoing incidents.• Use data analytics to establish trends, determine gaps in services level, and feedback to departmental management on areas for improvement.• Work closely with the QoS & Reporting Team to review KPIs, targets, customer's satisfaction, and participate in developing new processes or fault management guidelines.• Mentor new staff to ensure the technical knowledge is well acquired, and conduct performance reviews to assess the employee's development in accordance with the team's operational requirements & vision.• Leverage the Digital Transformation program through promoting Jive platform support forums.

• Provide timely & professional technical support for all IT or system incidents relevant to the scope of expertise.• Diagnose and resolve fault-related cases by utilizing administration tools or software diagnostics to provide quality customer support experience.• Document all troubleshooting, procedural guidelines, and incident management actions through the Incident Management System.• Liaise with other relevant departments to ensure all incidents are managed properly and fault resolution within SLA definitions is achieved.• Monitor the infrastructure of critical applications proactively, and initiate corrective actions to avoid outages, services degradation or failures.• Test and refine pilot projects prior to rolling out the full scale implementation.