• Lead complex implementation projects of Koronet solutions for our clients. • Act as the technical point of reference to ensure the correct operation, management, and analysis of our clients’ business processes through the use of Koronet’s platform. • Provide fast, helpful, and technically sound support to our customers via chat, email, and phone. • Troubleshoot issues and help users navigate our SaaS platform with confidence. • Document solutions and contribute to our Knowledge Base and internal documentation. • Work closely with our Product and Engineering teams to flag bugs, suggest improvements, and escalate complex cases. • Develop deep product knowledge and stay up-to-date on new features. • Communicate clearly and professionally with customers, making complex issues easy to understand. • Travel to different cities when required to provide on-site implementation and training to customers.

• Lead the complete implementation lifecycle of ShipHero’s warehouse management solution, from project kickoff through post-launch support. • Develop and manage project plans, timelines, and resources to ensure timely delivery. • Partner with clients to understand their business requirements, workflows, and operational challenges. • Customize ShipHero’s solutions to meet specific client needs and industry best practices. • Configure ShipHero’s platform to align with customer requirements. • Conduct rigorous testing and document solutions to ensure system readiness. • Deliver engaging training sessions to empower end users with the knowledge and skills to effectively use ShipHero’s platform and features. • Identify and resolve implementation challenges to ensure a smooth go-live experience. • Provide hands-on support during hypercare as clients scale their operations. • Maintain clear communication with clients and internal teams, providing updates on project status, risks, and deliverables. • Act as a Subject Matter Expert (SME) on warehouse and fulfillment management best practices for both clients and internal teams. • Continuously refine implementation processes and contribute to the development of best practices for future deployments.

• Own all pre-Day 1 file reviews, document checks, and technical issue resolution. • Troubleshoot problems with file splits, document processing, data extraction, or any regeneration failures. • Ensure that all known issues are addressed prior to trial kickoff and that customers begin their trial with clean, stable, and functioning cases. • Act as the direct point of escalation for PES. • Own all troubleshooting during the trial period, including document issues, regeneration requests, setup blockers, or unexpected product behavior. • Coordinate directly with Engineering and Product to surface issues quickly, gather technical details, and relay timely updates back to the customer. • Maintain accurate logs of issues, timelines, and resolutions to support trial success metrics and internal visibility. • Ensure every customer remains unblocked throughout the trial lifecycle. • Act as the central communication channel between customers/prospects and internal technical teams for all support-related matters. • Triage issues, determine urgency, and route them to the appropriate engineering or product owner. • Provide consistent follow-up, ensuring customers are kept informed until full resolution is achieved. • Build and maintain strong relationships with Engineering, Product, Sales, and Customer Success to support rapid diagnosis and execution. • Stay current on all product functionality, upcoming features, and known limitations. • Track release notes, test new features, and proactively anticipate the impact on live trials. • Educate internal teams ahead of calls regarding known issues, workarounds, and new product behaviors.

• System implementation and training: Pre-implementation project management, planning, scheduling and client preparation • On-site implementation of live system, and train staff to comfortable level by conclusion of visit • Develop post-implementation plan, obtain necessary client sign-offs and thoroughly document all implementation/training details • Respond to client service requests in a timely manner and resolve issues to client satisfaction • Recommend and perform upgrades on systems to ensure longevity. • Diagnose and resolve hardware, software, and user error problems, both on the phone and on site as required • “Own the call”, actively participate in problem resolution from beginning to end, even after escalation • Follow up with customers to ensure issue has been resolved • Stays current on job related equipment, procedures and information via attendance at meetings and seminars and reading technology related publications • Participate in the after-hours ‘On Call’ rotation • Assist in training internal Customer Support and Sales personnel and participate in sales presentations as needed to assist Sales Team • Ability to be an level three escalation path for the support department as needed