• Lead customer onboarding projects for Mid-Market and Enterprise customers, ensuring timely and successful implementations. • Develop and execute customized onboarding plans to meet partner goals and technical requirements. • Serve as the primary point of contact during the implementation phase, providing guidance and best practices for product usage. • Partner with Solutions Engineers on more technical integrations and ensure smooth handoff to Account Management post-onboarding. • Facilitate training sessions, workshops, and webinars to enable customer teams to become proficient in Shippo’s platform. • Define onboarding milestones and success metrics; track progress and share regular status reports with customers and internal stakeholders. • Monitor implementation progress, proactively identify risks or blockers, and drive resolution. • Collaborate with cross-functional teams (Sales, Account Management, Support, Product, Engineering) to ensure a seamless customer experience and advocate for customer needs. • Capture and relay customer feedback to Product and Engineering to improve the onboarding journey and product offering. • Contribute to scalable processes, documentation, and playbooks to improve onboarding efficiency for future customers.

• Lead customers through all technical setup and configuration tasks and ensure each item is completed accurately and on time • Serve as the primary technical and training contact for customers and internal stakeholders throughout the implementation • Configure and troubleshoot user provisioning and flat file configurations, SSO configurations such as SAML, LMS and SIS integrations, and API-based applications • Review and interpret scripting and configuration languages such as JavaScript, JSON, HTML, and CSS to identify and resolve issues • Perform thorough initial troubleshooting before escalating a technical concern and follow established procedures when escalation is required • Travel to customer locations when in-person work is needed (generally less than 20%) • Deliver clear and engaging training sessions for both technical and non-technical customer teams to help them become confident users of the Pathify platform • Explain technical concepts such as the basics of Pathify’s middleware, how user provisioning is structured, and the wide variety of integrations commonly used in higher education • Update training materials or implementation resources when assigned or when improvements are identified • Adjust communication and teaching style based on the customer’s experience level and learning needs • Provide best-practice recommendations by understanding the customer’s vision, goals, and intended student experience, and guide them toward approaches that strengthen platform adoption and engagement • Build positive, professional relationships with customers and represent the Implementation team with clarity and respect • Work closely with the Project Manager to ensure aligned progress, shared updates, and accurate customer expectations • Document technical configurations, task completion, and status updates to support continuity and long-term customer success • Collaborate with Implementation, Support, Product, and other internal teams as needed to ensure a smooth customer experience • Follow all internal operational guidelines and expectations • Identify and communicate customer needs, risks, or recurring issues to the appropriate internal teams • Perform other duties as needed to support customer success and Pathify’s goals

• Leading, managing, and monitoring multiple complex projects from a Sales to Implementation perspective • Collaborating with cross-functional teams to ensure alignment and successful project execution • Managing project delivery within predefined goals, balancing time to market, quality, and resource availability • Facilitating meetings to gather input, align expectations, and make informed decisions • Interfacing Product and Support Teams to address customer issues and training requirements • Maintaining a customer-focused orientation throughout the project • Tracking and reporting on project milestones, deliverables, and key performance indicators • Developing and maintaining project plans, documentation, and risk logs • Aligning project deliverables and tasks with the overall vision/strategy • Negotiating with key stakeholders to consider customer impact and review resource allocation • Assessing and improving processes to enhance operational efficiency and effectiveness • Building and maintaining strong relationships with stakeholders across the organization • Managing stakeholder expectations and ensuring effective communication throughout the project lifecycle • Conducting post-project evaluations and providing ongoing support to ensure ongoing effectiveness and efficiency

• Lead assigned workstreams within large-scale enterprise implementations, ensuring deliverables are completed on schedule and aligned with project goals. • Coordinate with cross-functional teams to ensure smooth execution across complex environments. • Support planning and execution of enterprise go-live events, serving as a primary point of contact for designated functional areas. • Provide workflow consulting for physician, clinical, and operational teams. • Educate and register physicians for PerfectServe programs, designing elegant solutions that meet the system level standards established. • Provide consultation support to physicians with call workflow configuration into the PerfectServe system. • Develop training programs tailored to large health system audiences. • Educate new clinical users at the hospital pre and post go-live. • Configure advanced workflows within complex multi-facility systems. • Work with third party systems to integrate solutions into the PerfectServe system. • Conduct testing across devices, platforms, and integrated technologies. • Become trained across multiple PerfectServe platforms based on project needs. • Rapidly acquire new product knowledge for enterprise implementations. • Any other duties as needed to effectively perform the position