Convey

• Develop and implement program and project standards, SLA’s, metrics, KPI’s, documentation, communication, training and adoption of all program/project management processes • Oversee the management of technical implementation projects to ensure the technology and processes implemented will scale effectively and support the needs and growth of the organization • Utilize a hands-on approach to step in and directly manage enterprise projects through the implementation lifecycle • Directly manage a team of Technical Project Managers and/or Program Managers and define success criteria/metrics within the project management practice • Drive resource allocations, project margins and revenue • Lead a weekly forecasting call and provide updates on weekly planned vs forecasted revenue • Host training and formalized lessons learned/postmortems to ensure all learns are applied to future programs/projects • Ensure all programs and technical projects are executed in accordance with standardized methodology, ensuring value delivery is efficient and aligned with organization policies and SLA’s • Create effective resource allocation/capacity planning and staffing processes to support business and technology growth • Utilize project plans, status reports, proactive risk and change management, budgeting tools and scope management to ensure projects are delivered on time, with high quality and within budget and scope • Formulate project goals, identify key stakeholders, and manage relationships by establishing a clear stakeholder communication plan (project reports, summaries, and steering committees) • Establish criteria for successful project delivery and ensure standards are met as it relates to all project phases including planning, design, configuration, validation, deployment and hypercare • Maintain Project Management & onboarding documentation in a formalized structure aligned with organization policies • Directly manage project activities through project plans and project management best practices, assign tasks to cross functional matrixed resources, provide guidance to personnel responsible for specific functions or phases of the project and manages risk • Develop policies, procedures, and guidelines for the management of all aspects of IT projects and project administration • Effectively drive resolution of escalations with the appropriate customer and internal resources, partner cross-functionally with both internal and external business stakeholders to ensure deliverables are met • Help build a best-in-class international Professional Services team via documentation creation, process improvements, and training • Achieve core KPI goals set in the areas of project commencement, cycle time, revenue, CSAT, and utilization

• Monitor real-time alerts and dashboards (AWS CloudWatch, Datadog, SQS, alert channels) • Acknowledge and respond to automated alarms within SLA • Perform initial incident assessment and impact analysis • Escalate issues to Tier 2 teams with clear, actionable context • Follow established SOPs and incident response runbooks • Access servers via approved, read-only SSH • Analyze application and system logs to identify error patterns and anomalies • Capture evidence (logs, screenshots, timestamps) during incidents

• Expand and support strategic partnerships while owning partner success • Conduct QBRs and provide account support • Create impactful marketing assets like case studies, APIs, and sales collateral • Collaborate cross-functionally with Marketing, Revenue Operations, Accounting, and Legal to ensure partner success

• Drive new business and revenue growth within key enterprise accounts. • Prospect, qualify, and generate leads through networking, events, and outreach. • Build trusted relationships with C-level and senior decision-makers. • Collaborate with Product and Technology teams to deliver tailored, consultative solutions. • Present and demo Convey’s products to address client-specific challenges. • Negotiate and close contracts while ensuring customer success. • Maintain a strong pipeline and accurate forecasting in Salesforce.