Role Description The Manager of Onboarding owns the customer's experience of being onboarded. From the moment Sales hands an account over until Customer Success picks it up, every kickoff, every status update, every milestone conversation, and every project plan is run by this team. This role leads the project managers and customer-facing onboarding specialists across all products and is the operational owner of TTV per account. The right person is a strong project manager who is a stronger communicator. They lead a team that has to translate technical work into customer language, hold scope where it needs holding, and bring the customer to first value on schedule. They also run the upstream and downstream handoffs, Sales → Onboarding intake quality and Onboarding → CSM activation, because the customer doesn't see organizational boundaries. What You'll Own - Time to Value Per Account: Every onboarding account has a value-milestone target. This team is accountable for hitting it. Track in-flight, surface delay reasons in real time, and remove blockers before they compound. - Project Management Excellence: Run TaskRay (or successor) as the system of record. Every account has a clean plan, current status, and a named owner. No silent delays. - Customer Communication: Lead the kickoff motion, the status cadence, and the go-live conversation. Set expectations early, communicate often, and own the customer's experience of the project. - Handoff Chain Ownership: Operate the Sales → Onboarding handoff (intake quality, scoping, expectation alignment) and the Onboarding → CSM handoff (readiness gates, CSM activation, account context transfer). Live scorecards in both directions. - Scope Management: Hold the line on what's in and out of standard onboarding. Triage edit and customization requests. Partner with Sales and CS to manage scope creep without damaging customer trust. - Cross-Training & Platform Consolidation: Lead the customer-facing side of the cross-training plan. Your PMs become product-agnostic so the team scales with platform consolidation rather than fragmenting along it. - Voice of Customer: This team hears the customer first. Capture friction, themes, and feature gaps from kickoffs and post-mortems and feed them back to the Director and into the Voice of Customer loop. - Team Development: Coach a team of ~7 PMs. Build communication skills, escalation judgment, and project rigor. Run weekly 1:1s, define competency progression, and develop the next senior PMs and the manager bench. - Cross-Team Coordination: Operate as the customer-facing counterpart to the Manager of Technical Implementation. Make sure build status, dependencies, and risks flow between the two teams continuously. How We'll Measure Success - Time to Value <60 days per account, per product - Handoff scorecard compliance 100% in both directions (Sales → Onboarding and Onboarding → CSM) - Onboarding NPS ≥50 from kickoff and go-live surveys - Project plan health: ≥95% of active accounts have a current TaskRay plan with status updated within the last 7 days - CSM-side handoff acceptance rate ≥95% accounts handed to CS that don't get bounced back for missing context or unmet readiness criteria - Team retention and engagement above company benchmark Qualifications - 5+ years of project management or implementation experience in a B2B SaaS environment, with 2+ years managing a team of PMs or customer-facing specialists - Strong communication skills. You can write a clean status update, run a hard kickoff, and de-escalate a tense customer conversation - Demonstrated ability to compress cycle time on a customer-facing implementation motion through better project rigor and handoff design - Fluent in Salesforce, a project management tool like TaskRay, Smartsheet, or Asana, and standard customer communication channels - Coaching mindset. You raise the median PM on the team, not just the top one - Comfortable holding scope and saying no to customers without damaging the relationship - Pattern-recognition skill. You see the second account with the same problem and surface it as a process issue, not just an exception Bonus Qualifications - B2B SaaS background, ideally in vertical SaaS or healthcare-adjacent technology - Pharmacy, healthcare, or telecom/IVR domain experience - Direct experience with TaskRay or a similar Salesforce-native PM platform - PMP or comparable formal project management training - EOS or similar operating-discipline exposure Core Competencies — How This Role Lives Our Values - Accountable — Owns TTV and handoff scorecard compliance per account. The customer's onboarding experience starts and ends with this team. - Customer Focused — The voice of the customer inside Onboarding. Feeds friction patterns into the Director and Voice of Customer loop. - Team Player — Owns the upstream Sales handoff and downstream CSM handoff. Operates as one motion with Customer Success — never throws an account over the wall. - Curious — Surfaces patterns from kickoffs and post-mortems. Brings observed root causes to the Director, not just escalated tickets. - Driven — Drives projects to completion against deadlines. Holds the line on scope. Doesn't let accounts drift into the orange zone. Diversity & Inclusion at Lumistry Lumistry is an equal opportunity employer dedicated to an inclusive workplace. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, pregnancy, or any other characteristic protected by law. This commitment applies to all aspects of employment, from recruiting and hiring to compensation and promotion. Our decisions are based solely on qualifications, merit, and current business needs. Accessibility We provide reasonable accommodations for qualified individuals with disabilities during the application and interview process. If you require assistance, please don't hesitate to reach out.

Role Description The Manager of Technical Implementation owns the build. Every pharmacy that goes live with Lumistry depends on this team to configure, port, integrate, and validate the underlying technology so the customer's first experience works. This role leads the specialists who do that work across all products: - Porting numbers - Building IVRs and texting workflows - Migrating data - Configuring integrations - Running the centralized intake functions that feed account setup The right person is technically deep enough to coach the team on hard configuration calls, organized enough to run a deadline-driven build queue, and rigorous enough to insist on quality at the seams. They also lead the cross-training that gets us to a single IVR platform and a single core platform, so building specialists who only know one product is not the goal. Qualifications - 5+ years in technical implementation, professional services, or onboarding-build roles in a B2B SaaS or technology environment - 2+ years managing a technical or implementation team - Hands-on technical fluency - Demonstrated success running a deadline-driven team against published SLAs - Comfortable in Salesforce, a PM tool like TaskRay or Smartsheet, and the operational side of telephony/IVR or web infrastructure - Proven ability to design and run cross-training programs - Documentation and process discipline Requirements - Build Execution & Quality: Ensure every implementation across Lumistry One, VOW IVR, Medtel IVR, and any centralized service is built correctly the first time, on schedule, and validated before handoff to the Customer Relationship & PM team. - Centralized Functions: Run the centralized onboarding functions of porting, intake, and build as repeatable, measured, and continuously improving operations. - Build SLA & Throughput: Define and hold the team to build-stage SLAs. Forecast capacity, balance load across specialists, and surface bottlenecks before they hit the customer. - Cross-Training & Platform Consolidation: Operationally lead cross-training and enable product-specialized employees to become platform-agnostic operators. - Tooling & Automation: Own the configuration and adoption of TaskRay, the AI-assisted intake questionnaire, and the technical handoff artifacts. - Quality, Documentation & Knowledge: Maintain the technical playbooks, runbooks, and decision trees the team uses. - Team Development: Coach a team of ~7 specialists. Define competency progression for technical roles, run weekly 1:1s, and build the next senior specialists through clear development plans. - Cross-Team Coordination: Operate as the technical counterpart to the Manager of Customer Relationship & PM. - Escalation & Issue Resolution: Own technical escalations within onboarding. Drive root-cause analysis and feed patterns back into Product, IT, and the Director. Benefits - Build-stage SLA compliance ≥95% across all products - Build defect / rework rate <5% - Cross-training completion: ≥80% of team certified on a second platform within 12 months - Capacity forecast accuracy ±10% against actuals on a rolling 90-day basis - Team retention and engagement above company benchmark Core Competencies — How This Role Lives Our Values - Accountable — Owns build SLA, build quality, and team throughput. - Customer Focused — Translates technical execution into pharmacy time-to-value. - Team Player — Coordinates seamlessly with the Manager of Customer Rel & PM. - Curious — Looks for automation, tooling, and process improvements continuously. - Driven — Delivers on cross-training and platform consolidation. Diversity & Inclusion at Lumistry Lumistry is an equal opportunity employer dedicated to an inclusive workplace. We prohibit discrimination and harassment based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, pregnancy, or any other characteristic protected by law. Accessibility We provide reasonable accommodations for qualified individuals with disabilities during the application and interview process. If you require assistance, please don't hesitate to reach out.

• Support the origination and execution of advisory mandates across both FS and non-FS sectors, helping clients navigate complex strategic and financial challenges • Analyse financial performance, business plans, and cash flow forecasts to assess company viability • Conduct market assessments, financial modelling, and scenario analysis to support client decision-making • Assist in the development of strategic options, including refinancing, business planning, performance improvement, and transaction-related activities • Prepare high-quality client deliverables, including reports, presentations, and financial analysis • Manage multiple workstreams and contribute to the timely delivery of projects • Build and maintain strong client relationships through high-quality delivery and effective communication • Collaborate with colleagues across Transaction Services, Capital Advisory, and Debt Advisory to deliver integrated client solutions • Stay up to date with market trends, regulatory developments, and sector-specific insights

• Coach, develop, and manage a team of five Onboarding Specialists • Drive and evaluate core performance metrics (KPIs) including Time to Value, Onboarding Score, and CSat Scores • Define, execute, and continuously improve the structured customer onboarding experience to drive strong product adoption and early value realization • Act as a central partner to Product, Support, Marketing, and GTM Enablement teams to incorporate top reasons for support and new features/functionality into the Onboarding curriculum and training materials • Oversee and manage the daily operational workflows, including the Onboarding Queue, specific provisioning/handover CTAs, and complex checks like HIPAA + SMS Enablement • Drive and oversee key initiatives aimed at shaping the customer experience at scale, such as Automated Provisioning, CSM Handover Updates, and Onboarding Handbook Updates