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

• You conduct 1:1 strategy calls with clients and provide clear next steps • You are the primary point of contact when a client doesn’t know what to do, has reached goals and needs next steps, or is dissatisfied because they are not progressing • You have a clear understanding of the client’s strategic journey • You act as a reliable sparring partner with strategic foresight • You actively contribute your strategic expertise to clients and the team • You coordinate closely with other experts and the team to ensure the best possible customer journey for strategy and will be supported by an Account Manager