• The Product Implementation Manager is responsible for ensuring the successful implementation and adoption of our Practice Management platform and associated product suite for Ambulatory Surgery Centers (ASCs). • This role guides clients through the end-to-end implementation process, providing expert support and training to enable efficient use of system features, including inventory management, preference cards, revenue cycle management (RCM), billing, scheduling, reporting, and EHR. • Key responsibilities include configuring system settings, coordinating and conducting both onsite and virtual training sessions, and developing tailored training materials that reflect ASC operations and adult learning principles. • The Product Implementation Manager also provides ongoing client support, addresses complex issues with sound judgment, and collaborates with internal teams to ensure a seamless onboarding experience. • Success in this role is measured by building strong client partnerships, driving confident adoption of our solutions, and ensuring sustained satisfaction through high CSAT scores and operational excellence. • Deliver onsite, classroom, and remote training on HST Pathways software products, using established tools and methodologies. • Lead training sessions for facility administrators, office managers, clinical staff, and physicians, focusing on daily use, administrative functions, and role-specific responsibilities within each application. • Create and maintain documentation and educational materials in partnership with the Learning and Development Team. • Contribute to curriculum design and training content for product upgrades and new releases. • Stay current with training best practices and adult learning methods to enhance learner engagement and knowledge retention. • Research third-party vendor integrations to provide operational expertise and ensure seamless interaction with HST Pathways applications. • Develop and update operational documentation, internal Knowledge Base content, and application Help Files to support staff and client learning. • Collaborate with internal departments to identify content gaps and implement process improvements in client education and implementation. • Partner with the implementation leadership team to support achievement of organizational OKRs and KPIs. • Troubleshoot and diagnose issues to determine whether they are application-related, escalating to the appropriate vendor when necessary. • Represent HST Pathways’ mission and values in all client and partner interactions, ensuring customer satisfaction throughout the implementation process. • Travel is up to 50% as required to deliver training and client support.

• Own the end-to-end onboarding experience for new customers • Configure and customize the PatientNow platform • Manage onboarding timelines, milestones, and deliverables • Deliver clear, engaging training sessions • Guide customers through change management

• Lead end-to-end implementation, training, and consulting engagements • Partner with customers to assess workflows across planning, design, construction, and operations • Help customers align digital workflows • Configure workflows based on customer requirements • Deliver role-based training for stakeholders • Coach teams through digital workflow adoption • Share implementation insights with product teams

• Own the customer implementation journey: Manage end-to-end implementation projects for small to mid-sized accounts, building and maintaining project plans, tracking milestones, and ensuring deliverables are completed on time, escalating complexity as needed. • Communicate across multiple stakeholders: Partner primarily with firm administrators and key users to align priorities, clarify responsibilities, and maintain momentum throughout the implementation. • Facilitate structured onboarding: Lead kickoff meetings, configuration sessions, and training sessions using established frameworks and playbooks, adapting delivery to customer needs. • Provide professional guidance: Guide customers on Karbon best practices for workflow setup and day-to-day usage, helping firms establish efficient and repeatable processes. • Coach through change management: Help customers prepare their teams for new processes, reinforce adoption, and address common questions or resistance during implementation. • Ensure data integrity: Support customers in importing contacts and work items, leveraging Excel and other tools to ensure accuracy and completeness. • Identify and mitigate risks: Monitor project progress and flag potential delays or adoption challenges early, escalating risks to senior team members when appropriate. • Collaborate internally: Partner with Sales, Customer Success, Product, and Support teams to ensure seamless customer handoffs and capture valuable feedback. • Deliver measurable value: Help customers achieve early wins and milestones that demonstrate value and set the foundation for long-term success with Karbon. • Use AI in day-to-day implementation work, including ChatGPT licenses and AI-driven workflow automations, to support project planning, customer communications, and process optimization.