• Lead client transitions from existing systems to the Ncontracts product suite, ensuring smooth conversions through effective client service and change management. • Serve as the primary client contact and subject matter expert on the Ncontracts product suite, building strong relationships based on trust and clear expectations. • Conduct client training sessions via phone, web, or in person to support adoption and success. • Analyze client needs, recommend solutions, and proactively consult and advise on best practices and process changes to ensure implementation goals are achieved. • Ensure client requirements and objectives are well defined, documented, and understood by the project team. • Maintain accurate project status in Ncontracts’ project management system to keep projects on track and completed in a timely manner. • Collaborate with leadership, support teams, and sales partners to align client expectations, address issues, and provide product expertise. • Continuously improve the implementation process to enhance client experience, satisfaction, and retention, including recommending advancements in project management practices and methodologies. • Transition clients to ongoing Client Support resources upon successful implementation.

• Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding • Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences • Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines • Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred • Drive activities that directly support customer retention and expansion opportunities • Identify and communicate upsell or cross-sell opportunities during the implementation phase • Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction • Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings • Translate customer needs effectively to internal audiences • Mitigate churn risk by ensuring customers achieve early wins and value realization • Manage escalations by pulling in appropriate resources from Motivity and customer organizations • Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available • Track implementation timelines, milestones, and deliverables using CRM systems • Maintain accurate and up-to-date project documentation throughout the implementation lifecycle • Contribute to building out knowledge base documentation for ongoing process improvement • Ensure all stakeholders are informed of project status and any potential risks • Demonstrate high level of accountability for project outcomes and customer success • Deliver engaging and effective training sessions to customers of varying technical skill levels • Make sense of complex product features and translate them into clear, actionable guidance for customers • Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track • Support timely responses on clinical questions related to Electronic Data Collection and ABA workflows • Monitor adoption metrics and proactively address barriers to full platform utilization

• Lead end‑to‑end implementation and validation of platform components across complex client environments • Act as the technical escalation point for delivery challenges and critical customer engagements • Mentor and guide Senior Implementation Engineers; raise the bar on delivery quality and best practices • Drive installations, configuration, and performance validation for enterprise deployments • Lead troubleshooting and optimization during key delivery milestones and customer technical discussions • Own time boxed discovery and design work (approximately 30% of the role) when the Lead Architect is unavailable • Partner with the Lead Architect on architecture reviews and peer design sessions • Define and evolve technical delivery standards, frameworks, and reusable assets

Who We Are At VPL, we deliver visibility and resiliency to clinical supply chains. Our Smart Supply Chain Platform improves procurement-through-fulfillment processes, reducing costs, increasing transparency, and enhancing operational efficiency across healthcare systems. Trusted by over 700 hospitals and 6,000+ suppliers, with a 97% customer retention rate, we serve IDNs, outpatient centers, pharmacies, and critical access providers with savings, insights, and peace of mind. What We’re Looking For The Implementation Manager is responsible for leading customers through the process of implementing VPL’s software and services.  This includes acting as the liaison between Sales, Account Management, Finance, Product, the customer, and their third-party vendors. The individual filling this role must be able to demonstrate strong project management and customer relationship management skills as you will be responsible for providing excellent customer experiences. You will be expected to collaborate with stakeholders across departments and from all levels of the customer and VPL organizations to collect data, documentation, and specifications to ensure each implementation is tailored to the specific needs of the customer. This will require knowledge of how VPL’s services and solutions can be customized and consulting with the customer to configure and launch a program that helps them achieve their business objectives. You will utilize a standard implementation methodology to establish project timelines and ensure project milestones are achieved efficiently and with high quality and you will be expected to contribute to the continuously improving VPL’s implementation processes. What You’ll Do Participate as a key member of the Implementation team charged with successfully implementing the Company’s software and services and become a subject matter expert in the software’s functionality Act as the primary point of contact for internal stakeholders and the customer’s project team, ERP project managers/consultants, and dependent third-party vendors and partners during the implementation process Lead discussions with customers via web conference regarding their business requirements and provide recommendations on usage of VPL services and solutions via screen share.; documenting and tracking the progress in project management software What You’ll Bring Have 3-5 years’ prior experience managing customer-facing projects and/or implementations, specifically with web-based software products; experience with software integration (e.g., API, Webhook, FHIR, etc.) desired.  Candidates must be able to demonstrate this experience, including managing many projects in different phases concurrently and working as part of a team Have 2-3 years’ prior hands-on experience configuring web-based software solutions Have 1-2 years’ experience activating and configuring parcel carrier accounts along with setting up workstations and label printers Knowledge of remote desktop access software (e.g. GoToMyPC, AnyDesk, etc.) Flexibility to adjust to a dynamic work environment, learn and assimilate new information quickly, and contribute to a growing and maturing team A customer driven approach with the ability to foster trusting and consultative customer relationships and influence decisions towards customer value Effective management of their own work schedule with little to no supervision while meeting project timelines Attention to detail, outstanding organizational skills, excellent follow-through, and reliability Excellent verbal and written communication skills and proficiency in current common workplace technologies (e.g. Microsoft Office Suite, Jira, Salesforce, etc.) A commitment to process and continuous improvement methodologies