• Deliver live training sessions to end-users on our CMS • Create and maintain training materials • Proactively train internal staff • Support launches with production efforts

• Host webinar training sessions joined by multiple customer stakeholders • Serve as your customer’s main point of contact for a 60-90-day period • Manage the overall implementation project to ensure on-time delivery • Provide consultancy to both new and existing customers on best practices in using our software • Respond promptly to inbound phone calls and emails • Identify and escalate priority issues • Manage ~20-30+ customer projects simultaneously • Become a product specialist to others within the organization • Be a solution provider!

• Lead full-cycle WMS implementations for ShipHawk customers, ensuring on-time, high-quality delivery. • Perform discovery to uncover detailed receiving, picking, packing, and shipping requirements across domestic and international operations. • Translate operational processes into ShipHawk workflows and configurations. • Write and execute SQL queries for data validation, troubleshooting, and integration support. • Identify gaps or enhancement opportunities and collaborate with Product and Engineering teams to resolve them. • Recommend process improvements that help customers maximize ROI from ShipHawk. • Guide customers through user acceptance testing (UAT) and go-live readiness. • Maintain consistent communication with customer stakeholders and internal teams. • Transition customers seamlessly to the Support team post-implementation.

• Required to lead and track the full implementation plan from initiation to deployment to ensure all deliverables and timelines are met according to the contract. • Facilitate kickoff meetings, discovery sessions, and status updates with clients and internal teams. • Collaborate with cross-functional internal teams, including Sales, Account Management and Operations. This would include leading discovery sessions, managing ticket requests, system setup, and timeline management. • Serve as the primary client contact, building strong relationships, managing expectations, and resolving concerns. • Document action items and meeting minutes, track progress, and maintain transparent communication across all stakeholders. • Identify, assess, and mitigate risks during implementations; escalate issues appropriately. • Prepare and deliver status reports, dashboards, and executive-level presentations for both clients and internal leadership. • Manage and prioritize multiple concurrent implementations in a fast-paced, dynamic environment. • Take on stretch assignments that drive organizational growth, improve implementation practices, and expand PBM solution capabilities. • Provide leadership, coaching, and mentoring to junior team members, fostering professional development and strengthening overall team performance. • Creates a strong culture of engagement. • Collaborates with subject matter experts to ensure continued business learning. • Works effectively with colleagues from other RXSENSE operations to address and resolve issues. • Sets work priorities without management assistance and work independently. • Follows established company rules and guidelines to include maintaining necessary files, records and reports; to ensure quality standards are met to ensure ISO compliance. • Conducts themselves in a professional manner always, strives to improve their skills both technically and professionally. • Looks for advancement within the organization and strives for excellence at all times. • Performs other duties and/or projects as required and/or directed. • Direct and guide cross-functional teams of subject matter experts to ensure timely and successful project delivery. • Serve as a PBM process and RxSense product expert, mentoring team members and reinforcing best practices. • Foster a high-performance culture that emphasizes accountability, engagement, and continuous improvement. Collaborate with colleagues across RxSense operations to address challenges, resolve issues, and drive innovation.