• Proactively guide customers through their Buildout onboarding process, from project kick-off to successful graduation, ensuring a smooth transition between steps • Define project scope, goals and deliverables to ensure alignment with your customer and manage an efficient and timely setup • Establish ongoing communication with customers during their onboarding to train them how to utilize the product, and have technical discussions on how we can implement their business workflows or data into Buildout • Monitor customers’ progress during their setup to ensure their project stays on track and get creative with ways to course correct as needed • Work closely with internal teams including Sales, Account Management, and Visual Design teams to set the right expectations, resolve issues, and ensure customers are happy with their account configuration • Support the sale of customization by identifying when the customer has needs that require work from our customization schedule and pull in the sales rep to support with pricing and contracting • Work alongside our Product team to give feedback directly from the customers about the product and to QA new features • Be the “voice of the customer”, contribute to enhancing our product training, and be willing to pivot and try new processes when something isn’t working • Become proficient in the ins-and-outs of all supported products to deliver a holistic end-to-end customer experience that keeps them raving about Buildout and coming back for more

• 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.