• 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.

• Own customer onboarding, making sure customers are ready for implementation and clearly understand what’s expected of them. • Work directly with customers to facilitate the design and configuration of Fourth solutions that meet business needs, using best practices for setup, training, and third-party integrations. • Assess customer readiness early and communicate any risks, gaps, or dependencies so projects start on a solid footing. • Coordinate with third-party vendors to support integrations and help remove blockers that could delay implementation. • Partner closely with Project Managers and technical specialists during the early stages of implementation to keep projects moving efficiently. • Share product knowledge, industry best practices, and practical guidance to help customers prepare for the implementation and adopt Fourth’s solutions. • Support customers through early change management activities to help drive adoption and maximize value from the platform. • Act as the customer’s main point of contact during the implementation phase, responding to questions and helping resolve issues quickly, with a focus on data collection and validation. • Contribute to customer-facing knowledge-based articles and solution documentation to support self-service and best-practice adoption.

• As one of the key points-of-contact just after a new customer signs on, you understand the impact that your role has! • You enjoy solving complex problems, and communicating that in a way that simplifies and brings clarity • With the support of the CS team, you’ll be responsible for driving client satisfaction, project scope, change requests, project status tracking, coordination of internal tasks, and reporting of project KPIs • Configure the Hummingbird platform to meet customer business and technical requirements, within product capabilities • Manage multiple implementations in parallel, prioritizing effectively and proactively flagging risks, tradeoffs, or scope changes

Title: Implementation Lead (Remote) Location: New Providence, New Jersey, United States of America Job Description: The Associate Director, Program Management serves as the Implementation Lead for assigned Patient Access and Support Services (PASS) clients and programs. This role provides end-to-end accountability for complex implementations, ensuring cross-functional alignment across operations, technology, data, and technology teams. This role defines and validates program scope, plans, timelines, governance, and success metrics for complex, multi-phase implementations while driving operational readiness, technical integration, and continuous improvement. Program Leadership & Accountability · Serve as the single point of accountability for end-to-end implementations spanning operations, technology, data interfaces, and enablement. · Define and validate program scope, plans, schedules, and success metrics for complex, multi-phase launches. · Establish and maintain standardized implementation governance, including timeline management, risk identification, mitigation, and escalation. · Manage project scope, delivery, and costs with minimal supervision; drive execution to completion while mentoring team members as appropriate. Cross-Functional Coordination · Lead strong cross-functional coordination across PASS Operations, Technical Services, Data & Integrations, Reporting, and Client Services teams to ensure alignment to SLAs and client expectations. · Partner with internal stakeholders to secure sponsorship, align priorities, and ensure ownership for day-to-day delivery and issue resolution. · Serve as the single point of contact for client’s Operational Enablement and Technical Services teams to streamline enterprise-level interactions. Client & Stakeholder Management · Act as the primary client-facing operational leader for implementations and ongoing delivery. · Provide clear, timely client communication regarding PASS systems, operations, readiness, and delivery status. · Manage issue escalation, decision alignment, and expectations across client and internal stakeholders. People Leadership · Provide direct people leadership for Implementation Managers and program-level resources, as applicable. · Coach and develop team members to strengthen program management, client leadership, and technical delivery capabilities. · Set clear performance expectations aligned to delivery standards, SLAs, and client outcomes. · Drive accountability, performance management, and continuous improvement across implementation teams. · Support capacity planning, workload balancing, and resourcing decisions to ensure scalable and sustainable delivery. · Foster a culture of ownership, collaboration, and operational excellence. Enablement & Continuous Improvement · Develop and deploy scalable implementation processes, including SOPs, work instructions, project management tools, and technology adoption materials. · Drive continuous improvement through structured issue management, data quality oversight, and reporting insights to identify trends and root causes. · Support the development and implementation of innovative technology, reporting tools, and operational processes to improve productivity and client outcomes. Change & Performance Management · Identify impacts of change initiatives; build awareness and support across delivery teams. · Evaluate program outcomes against defined success metrics and reengineer processes as needed to improve performance and scalability. · Support special projects and additional initiatives assigned to deliver high-quality outcomes and customer value. Qualifications · Bachelor’s degree required (Computer Science, Business, Healthcare, or related field preferred) or equivalent experience. · Minimum 3–5 years of experience in program management, implementation, account management, or operations leadership. · Experience with pharmaceutical patient support, copay, and/or patient support programs preferred. · Demonstrated operational excellence with strong problem-solving and critical-thinking capabilities. · Strong business, financial, and people leadership skills. · Exceptional written and verbal communication, presentation, and stakeholder management skills. · Ability to travel periodically to IQVIA headquarters and client locations. #LI-CES #LI-DNP IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com IQVIA is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other status protected by applicable law. https://jobs.iqvia.com/eoe IQVIA is committed to integrity in our hiring process and maintains a zero tolerance policy for candidate fraud. All information and credentials submitted in your application must be truthful and complete. Any false statements, misrepresentations, or material omissions during the recruitment process will result in immediate disqualification of your application, or termination of employment if discovered later, in accordance with applicable law. We appreciate your honesty and professionalism. The potential base pay range for this role is $135,000-$195,000 annually. The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.