• Possess a deep understanding of all Relyance AI products and services, actively contributing to best practices for their implementation in both internal and customer-facing knowledge bases. • Proactively drive interactions, collaboration, and action plans to capture, report on, and increase product adoption. • Regularly participate in and contribute to Product Voice of Customer initiatives, manage critical escalations, perform Root Cause Analyses (RCAs), identify preventative/improvement measures, implement corrective actions, and measure results. • Effectively collaborate with various internal stakeholders, including Customer Support, Customer Success, Engineering, Product Management, and Account Management, to deliver a seamless customer experience. • Demonstrate working knowledge of incident, problem, and release management processes and procedures, with the ability to follow standard support practices. • Thrive in a fast-paced environment with tight schedules, consistently working to minimize problem impact on customers. • Possess the ability to generate and analyze data, subsequently creating actionable plans based on insights. What were Looking for (Minimum Qualifications) • 8 years of experience in customer-facing roles with a blend of technical expertise and account management • Demonstrated experience in product feature implementations and best practice adoption • Hands-on experience with APIs • Experience with data and application Security. • Experience with protocols such as HTTP, SSL, SAML, and OAuth What Will Make You Stand Out (Preferred Qualifications) • Experience in running discovery discussions, building high-level/low-level designs and familiarity with managing large-scale deployments or migrations • In-depth understanding of enterprise data security and GRC policies and posture. • Strong understanding of API design principles, especially RESTful services. Experience with testing tools such as Postman or SoapUI • Experience with open-source system administration and authentication protocols like SAML, LDAP, and OAuth