• Lead the implementation process for PetDesk customers, work closely with customers to gather requirements, configure the software to their specific needs, and ensure a smooth and efficient onboarding experience • Use a customer success-based conversation approach that focuses on educating customers on how we can help improve processes and save time. Conduct comprehensive training sessions to educate customers on how to use PetDesk's software features and functionalities effectively • Understand each customer's unique requirements and challenges. Analyze and interpret results in our backend system to inform the customer, problem-solve through issues, and give an accurate and confident response • Develop strong relationships with customers by providing exceptional service and support throughout the implementation process; act as a trusted advisor, offering guidance and best practices to help them optimize their use of PetDesk's client communication software • Identify and resolve technical issues or challenges customers encounter during implementation. Collaborate with internal teams, including product support, Sales, and CS, to ensure timely resolution of issues and customer satisfaction. • Maintain accurate documentation of customer interactions, implementation details, and configurations within our CRM. Generate reports and provide insights on implementation progress, challenges, and successes to internal stakeholders. • Manage an onboarding pipeline which includes approximately 30-40 customers at any one time and undertake 3-4 customer calls a day.

• Reporting to the Delivery Practice Manager, the Senior Implementation Consultant is a strategic functional lead who drives project outcomes from discovery through delivery on enterprise-scale Clariti implementations. • You will own the big-picture view of multi-departmental, multi-phase implementation programs, acting as the primary Clariti solution design authority for your customers while guiding both Clariti and System Integrator (SI) partner teams toward successful outcomes. • You anticipate risks, steer conversations with confidence, and champion AI-driven approaches to accelerate time-to-value for customers and efficiency across the professional services practice. • Lead and facilitate discovery workshops and requirements confirmation sessions with customer stakeholders at all levels, negotiating scope and confidently steering discussions toward optimal outcomes within Clariti best practices and project scope. • Maintain an expert-level understanding of the Statement of Work and project plan to control scope, manage change requests, and protect project margins.

• Lead end-to-end Epic Aura implementations, from project initiation through go-live and post-implementation optimization • Develop and manage detailed project plans, timelines, and deliverables, ensuring alignment with scope and organizational priorities • Proactively identify risks, dependencies, and blockers, and drive resolution in partnership with internal and external stakeholders • Serve as the primary point of contact for clients throughout the implementation lifecycle, ensuring clear communication and alignment • Collaborate with engineering and integration teams to design, configure, and deploy Epic Aura integrations • Oversee development and execution of training programs for clinical, operational, and technical users

• Drive transformational change with CWA Replacement and technology projects • Provide project leadership support for Institutional Bank projects • Translate client and business needs into actionable user stories • Maintain and prioritize product backlogs in collaboration with stakeholders and engineering leads • Support Business Process Owners with effective agile ceremonies • Engage Technology Product Owners early to flesh out design and implementation details • Maintain strong documentation and knowledge-sharing practices