• Develop and manage a comprehensive project plan for each customer enterprise platform delivery, ensuring alignment with customer needs and company goals. • Oversee workstreams including data migration, system configuration, user onboarding, change management, and go-live support. • Coordinate with Product, Engineering, and customer project teams to deliver on time and within scope. • Design and implement customer adoption strategies using change management fundamentals to ensure high user engagement and platform success. • Lead the retirement of legacy systems by managing the migration of critical data to the new platform using industry-standard tools (e.g., Universal Migrator). • Configure platform settings, including user permissions, workflow rules, and reporting tools, to meet customer requirements. • Provide break-fix triage during platform deployment to address critical issues. • Act as the primary point of contact for customer project teams, facilitating requirements gathering and adoption feedback.

• Develop and manage a comprehensive project plan for each customer enterprise platform delivery, ensuring alignment with customer needs and company goals. • Oversee workstreams including data migration, system configuration, user onboarding, change management, and go-live support. • Coordinate with Product, Engineering, and customer project teams to deliver on time and within scope. • Provide project health, status and risk management oversight, keeping various internal and external customer sponsors engaged. • Design and implement customer adoption strategies using change management fundamentals to ensure high user engagement and platform success. • Develop and execute tailored adoption and programs, including stakeholder communication plans, training initiatives, and feedback loops to address resistance and build buy-in. • Drive user adoption through proactive change management, hands-on support. • Lead the retirement of legacy systems by managing the migration of critical data to the new platform using industry-standard tools (e.g., Universal Migrator). • Collaborate with customers to map legacy data schemas to the target system, ensuring accurate transformation and compliance with enterprise security standards. • Oversee migration of diverse data sets, including historical records, active workflows, user data, and operational metadata. • Validate data integrity and resolve issues to ensure a seamless transition. • Configure platform settings, including user permissions, workflow rules, and reporting tools, to meet customer requirements. • Ensure secure and scalable access controls, including API integrations, in collaboration with Engineering teams. • Lead User Acceptance Testing (UAT) to validate platform functionality and usability. • Deliver onboarding programs, including: - End-user training for operational staff. - Executive training for leadership teams. • Leverage change management principles to ensure training programs drive adoption and minimize disruption. • Develop and deliver robust training collateral (live, virtual, leave behinds, demand based online collateral) • Provide break-fix triage during platform deployment to address critical issues. • Monitor system performance and uptime to ensure reliability for customers. • Conduct regular status meetings with customers to gather feedback and ensure satisfaction. • Act as the primary point of contact for customer project teams, facilitating requirements gathering and adoption feedback. • Travel to customer sites (up to 30% travel) to support onboarding, training, and go-live activities. • Build strong relationships with enterprise stakeholders to ensure alignment and success.

• Translate customer business and/or training requirements into functional and technical requirements to be realized within the TotaraGov product • Support of implementations including assisting with configuration, customized plugins and integration of the Totara product • Manage client upgrades to new version releases including upgrade, regression testing, and remediation • Empower continued client success through the delivery of ongoing enhancements and plugin development • Provide production support through the review, troubleshooting, and resolution of support requests • Work closely with DevOps, Security and Infrastructure teams to ensure compliance with current standards and guidelines • Develop documentation for both technical and business level resources • Support sales team members with new business pursuits through the translation and estimation of prospective client's training requirements into functional Totara solutions that drive business value • Deliver “quick win” scripts/tools and lightweight automations that reduce repetitive work and improve customer outcomes (in partnership with engineering for heavier lifts). • Use AI-assisted workflows to accelerate solutioning, scripting, and testing—without entering sensitive customer/government data into unapproved tools. • Partner with Engineering for escalations and longer-horizon product changes; this role primarily delivers customer-specific implementation work and extensions rather than owning core product roadmap delivery.

• Lead customer onboarding and training sessions to help users get productive quickly • Host office hours and follow-up sessions to support ongoing learning and adoption • Respond to customer questions and troubleshoot issues via the Support Desk, email, or Loom • Review customer usage to identify blockers, confusion, or opportunities for improvement • Escalate bugs and product issues to Engineering and track them as needed • Create and maintain enablement resources such as onboarding scripts, help docs, and Loom videos • Partner with Customer Success, Product, and Engineering to share customer feedback and insights • Support teammates by answering questions and contributing to team workflows