• Collaborate with clients and internal teams to map the client’s journey before and after the implementation of Kargo. This includes, but is not limited to: process maps, flow charts, spaghetti diagrams, and photographed documentation of client cargo/freight types. • Participate in customer facing meetings with Account Executives and Client Operations to gather data to prepare for implementation. This can include but is not limited to ROI calculations, documentation of deliverables, process enhancement and efficiency improvement suggestions. • Providing industrial and software engineering support for process improvements for Kargo’s computer vision, machine learning, software stack, and compute. Field operations for future / existing customers to help create process efficiencies both pre and post Kargo installation. This could include, but is not limited to: • Enhancing/streamlining the shipping and installation process of physical Kargo towers. • Working with Hardware, Software, and Field Service teams to optimize the positioning of Kargo towers to maximize the utilization of industrial space in warehouses. • Process mapping facility inbound/outbound processes, including shipment creation, scheduling, driver check in, check out, and operational reporting, to create improved visibility for current state and future state operations. • Identifying opportunities for improved Kargo software features and functionality as well as automation through integration of document and data ingestions, digitization, and validation. • Identifying accuracy gaps that map to Kargo’s product value, understanding and mapping technical integration specs from client’s systems of record to Kargo’s software stack. • Attend Client Solutions meetings to support continuous improvement efforts across Kargo’s client base. • Collaborate with partners and system integrators to provide product, business and technical knowledge in support of product strategy. • Provide expertise and insight into architecting more complex solutions that will meet more complex business requirements. • Be able to present the value and ROI concepts behind the implementation of our solutions. • Build and deliver detailed and high-level product demonstrations based on predetermined demo scripts and/or free form presentations. • Manage and work within a dedicated demo environment. • Work in a collaborative team environment that supports the company’s product strategy and growth. • Support the continuous improvement efforts within Kargo to improve design and operational improvements with our products.

• Maintain an excellent understanding of the company’s service and product portfolio. • Provide customer domain knowledge and expertise to the technical team. • Draw on own knowledge and expertise to influence the product development, with a focus on early intervention to influence service and product design. • Onboard and integrate new functionality into the customer domain. • Manage change, ensuring the buy-in and engagement of all relevant users and gain maximum post-delivery product adoption. • Identify and submit process improvement ideas. • Establish and maintain effective business relationships with relevant tlmNexus customers. • Take ownership of the customer journey, (on-boarding, adoption, value realisation) and ensure the customer achieves their intended benefits and Return on Investment (ROI). • Achieve demonstrable customer success, from the on-boarding process to user engagement, whilst maintaining excellent customer health scores.

• Build and maintain proprietary internal applications and middleware that support operations, reporting, and data flow. Support AI workflow development using platforms like MCP, OpenAI, or internal frameworks. • Provide day-to-day administration and support for Kyo’s SaaS applications (e.g., Google Workspace, Jira, Genesys, Tableau) including user provisioning, basic configuration, and troubleshooting. • Monitor the reliability and performance of integrations. Address issues as they arise. • Collaborate with business teams and IT to define technical requirements. • Contribute to documentation, version control, and code maintenance. • Follow established security, HIPAA, and PCI compliance requirements, reporting potential risks or incidents promptly.

• Drive and oversee large-scale enterprise implementation projects from kickoff to go-live, managing scope, timelines, stakeholders, and risks to ensure successful implementations and customer satisfaction. • Design, architect, and implement effective solutions that meet the unique needs and challenges of nonprofit organizations. • Work closely with Sales, Presales, and Customer Success teams to develop strategies to drive revenue growth and ensure alignment for successful execution of projects. • Collaborate with Product teams to ensure customer feedback is incorporated into product development. • Develop and maintain relationships with key customer stakeholders, and partners including C-level executives.