• Drive the successful delivery of Flow Efficiency initiatives • Provide expert input into prioritization discussions and risk mitigation recommendations • Coordinate implementation activity across multiple initiatives • Line-manage Delivery and Implementation Leads • Lead designated initiatives • Contribute to the establishment of Implementation capability within the Academic business enablement process • Identify risks, issues, and dependencies across initiatives • Plan and manage User Acceptance Testing across relevant initiatives • Provide clear and quantitative progress reporting to the Program Director

• Lead, coach, and structure the day-to-day work of a CIM team, ensuring clarity of priorities, workload balance, and disciplined execution across all active projects. • Validate quotes vs. scope to ensure services are correctly defined and aligned with client expectations. • Guarantee handover completeness before kickoff, verifying all key information from Sales or CAM. • Drive delivery efficiency (aim to deliver in 4 days what was previously scoped for 6, without compromising quality). • Oversee project allocation and prioritization within their region. • Make sure CIM are actively supporting integration and activation of the Exhibitor Marketplace during setup phases, ensuring clients are guided on how to leverage it to drive engagement and monetization from the start. • Drive continuous skills development through regular coaching, structured learning plans, and hands-on support, ensuring each CIM progresses toward a consulting, advisory-led delivery model. • Analyze performance data to identify high-engagement CIMs, document their practices, and share learnings across teams. • Promote adoption of best practices and benchmarking to continuously elevate the delivery standard. • Own the performance management cycle for CIMs, including goal setting, KPI review, feedback loops, and corrective action plans to ensure accountability and consistent service quality. • Monitor engagement scores (Gold vs. Silver) to track client performance and satisfaction. • Collaborate closely with Sales, CAMs, and the Solution Design team (SD) to ensure the right service positioning in proposals. • Provide insight and data to support Sales in articulating service value and securing correct pricing. • Validate service proposals for new business opportunities to ensure accurate scoping and profitability. • Partner with the Head of CIM on business performance reviews, efficiency tracking, and margin optimization. • Work with Marketing to highlight successful client use cases and best practices. • Share insights with Sales and Product teams to refine offerings and strengthen alignment between service delivery and client needs. • Collaborate with CAM Team Leads to ensure a seamless client journey from setup to adoption and renewal. • Partner with the CAM and Product teams to align on Swapcard new features adoption and revenue strategies.

• Act as a trusted technical advisor for military and government customers • Lead implementation, configuration, and integration of JARVISS solutions • Drive customer success, adoption, and ongoing optimization • Troubleshoot complex issues across SaaS platforms, networking, and data systems • Support integrations with GIS, security, and emergency management systems • Deliver training and enablement to ensure effective platform use • Partner with internal teams to resolve issues and improve product outcomes • Travel to customer sites for deployments and critical engagements

• Coordinate and facilitate the implementation of Helm CONNECT software solution • Deliver high-quality customer service through extensive software troubleshooting • Provide technical leadership and training • Collaborate with customers to improve and grow operational performance • Develop and execute implementation plans with Helm project managers • Conduct formal training for clients and business partners • Document requirements and design solutions through configuration • Provide outstanding product support for customers and business partners • Enter all billable and non-billable time accurately