• Facilitate the onboarding process for new clients, ensuring a smooth transition and successful implementation of products or services. • Prepare welcome kit materials for new client onboarding. • Identifying the client’s specific business needs and coordinating the configuration of software and client set up to fit their existing workflows. • Coordinating the resolution of "Day 1" bugs and integration issues during client launch. • Provide training, demonstrations, and best practice recommendations to clients to optimize their use of products or services. • Assist in the development and maintenance of knowledge resources, tutorials, and documentation to support client self-service and learning. • Collaborate cross-functionally to address client needs and coordinate service delivery and customer service responses. • Other administrative tasks, as needed.

• You’ll play a critical role in translating client needs into operational execution, ensuring we fulfill what we’ve promised and continuously improve how we deliver while bridging the gap between all internal teams critical to operational success. • Own the end-to-end onboarding process for clients—from gathering requirements and setting timelines to go-live. • Drive match fulfillment by coordinating internally with our Operations team, escalating blockers, and ensuring timely delivery of requested providers. • Serve as the operational point of contact during implementation; maintain close communication with Account Managers and clients as needed. • Ensure synchronized data across multiple platforms to ensure cross-system consistency, enabling real-time, accurate progress updates for stakeholders and clients. • Manage client implementation within internal systems (Hubspot, Jira, HelpDesk, Chargebee, proprietary platform). • Partner with Product to ensure internal readiness for new feature rollouts. • Help coordinate and participate in internal and external kickoff calls, ensuring alignment across teams. • Build and maintain SOPs and automations to streamline onboarding and matching processes.

• Your primary responsibilities will be to lead the on-time and within-scope technical implementation for TMCs and their customers • Facilitate discovery and scoping sessions with new TMCs and their customers for one-time and for multi-phased implementations • Lead all aspects of Project Management, including risk management analysis, and setting goals and KPIs • Advise TMCs and their customers on technical best practices • Provide TMCs and their customers with clear proactive technical guidance and expertise across our product and services • Collaborate with Sales, Customer Success, Product Management, Engineering, Finance, Travel Operations and Technical Support to ensure Spotnana’s product and services will be able to meet the TMC’s requirements • Maintain accurate and up-to-date project plans in SmartSheet and in Salesforce • Contribute towards the success of the organization through knowledge-sharing activities such as contributing to internal and external documentation, answering technical Q&A, and helping to iterate on best practices

• Lead customer discovery sessions to understand operational workflows and system requirements • Configure Workforce Management and back-office systems aligned to documented best practices • Coordinate integrations with payroll, POS, ERP, and related systems • Support data validation, parallel testing, and user acceptance readiness • Partner with Project Managers to ensure delivery milestones are met within scope and timeline • Facilitate customer workshops and training sessions • Maintain accurate implementation documentation • Escalate scope, integration, or data risks appropriately