• Own Complex Implementations • Lead net-new implementations, expansions, and one-time workshops across mid-market and enterprise customers • Manage multiple concurrent customers with varying levels of complexity, readiness, and stakeholder alignment • Serve as the primary point of ownership from kickoff through graduation and handoff to CS • Navigate Ambiguity & Mis-Scoping • Diagnose root causes when projects stall, scope shifts, or customer expectations evolve • Independently sequence work, make tradeoffs, and adjust plans to protect outcomes and timelines • Set and reset expectations clearly with customers and internal partners • Drive Adoption & Time-to-Value • Ensure customers not only launch, but understand *why* Common Room matters and *how* to use it effectively • Lead change management efforts to support durable adoption across teams and roles • Identify early risks to adoption and escalate strategically before issues become escalations • Lead Executive & Cross-Functional Conversations • Confidently facilitate exec-level and director-level customer conversations • Partner with Sales, CS, RevOps, Product, and Engineering to align scope, sequencing, and success criteria • Represent Services with credibility and clarity in customer and internal forums • Contribute to Services Maturity • Share learnings, patterns, and feedback that improve delivery quality and consistency • Help refine playbooks, templates, and best practices based on real customer experience • Model strong judgment and ownership for less-tenured IMs

• Own 15+ concurrent implementation engagements, primarily for growth and commercial customers. Some engagements will operate in a “pooled” scaled services model while others will be independently owned short-term, one-time special projects. • Deliver programmatic, playbook-driven onboarding using established Common Room frameworks, templates, and workflows • Lead customer milestones like kickoff calls, configuration sessions, and training with clarity and confidence • Run high-quality one-to-many webinar-based enablement sessions that help customers understand not just *how* to use Common Room, but *why it matters* • Guide customers through core setup: • CRM integrations • Initial segments and plays • Scoring configuration • Early activation workflows • Track progress against defined milestones and help customers reach time-to-value quickly • Partner closely with Customer Success Managers to ensure clean handoffs and continuity post-implementation • Surface risks, questions, or blockers early and escalate appropriately • Learn patterns across implementations and apply feedback to continuously improve delivery quality

• Own the most complex, highest-impact enterprise implementations • Command executive rooms with confidence and credibility • Improve delivery systems, not just individual projects • Shape how Services is positioned, sold, and trusted across the business • Mentor and raise the bar for the entire Implementation team • Drive clarity and momentum through ambiguity, organizational change, and competing priorities • Ensure customers reach value faster and with fewer escalations • Identify systemic gaps in delivery, readiness, scope, or enablement • Design and influence improvements to Services playbooks, packages, and operating models • Act as a leader for Services internally across Sales, CS, RevOps, Product, and Leadership • Mentor junior team members on judgment, executive presence, and ambiguity navigation • Infuse customer voice and enterprise insights into Product and roadmap discussions

• Collaborate with clients to understand stakeholder expectations and fleet operations while forming relationships with key team members. • Gather and organize data required for Fleetworthy services. • Set up new customer accounts. • Partner with the sales team to align purchased services with client needs. • Coordinate with third-party partners, vendors, and agencies to establish client and Fleetworthy access. • Work with internal operational teams to ensure alignment on client expectations and service delivery. • Ensure services and billing are initiated promptly. • Document and participate in client meetings and conference calls. • Respond promptly to customer and internal communications, ensuring requests are addressed effectively. • Proactively communicate with clients to gather information and provide account updates. • Support the creation and maintenance of documented procedures for implementation processes. • Provide input on project estimates and timelines. • Maintain current work-in-progress records and archives.