Role Description The Implementation Specialist will serve as the primary bridge between Ignis Technologies (ignistech.io) and its federal, state, tribal and municipal partners, supporting the deployment, configuration, and adoption of the IGNIS platform across wildland fire operations. The Customer Success Implementation Specialist is responsible for ensuring customer organizations successfully onboard, implement and find value in our software applications. Our products are currently focused on providing mobile and web-based common operating pictures (COP) for responders and managers in the wildland fire space. By providing responsive support and building valued relationships, the Customer Success Implementation Specialist seeks to eliminate churn and position accounts for expansion. As our product features and customer base expands, you will progressively build new and innovative ways to ensure implementation and ROI. These include: - Establishing client organizational structure - Provisioning initial user roles per customer needs - Maintaining customer contacts in our CRM platform - Building and maintaining accurate and current training documentation - Escalating issues as required to leadership - Training – both virtually and in-person - Technical Support - Relationship Nourishment You will be an expert in our products and how they solve customer problems. You will be expected to use this expertise to occasionally support sales functions and will train both customers and internal partners. This role will require significant travel, weighted heavily towards the early and mid-fire season (March – September). This role may require operating in the immediate vicinity of wildland fire. You may be required to achieve a “red card” certification, which requires passing the Interagency Work Capacity Test (“Pack Test”), requiring the ability to walk 3 miles on level terrain carrying 45 pounds of weight in 45 minutes. This role will act as an advocate for our customer base, communicating and evaluating feature requests to the Product team. You will be required to track and maintain performance metrics tailored to implementation efforts, and time to value. Responsibilities - Guide the Customer Journey - Create Implementation Plans based on classification that define implementation milestones and success criteria; obtain customer sign-off when criteria are achieved. - Define and track risk factors that provide early insights on churn potential; execute get-well plans where required. - Identify and promote opportunities to expand contract value through additional use cases or by upselling features. - Achieve Early, Full and Sustained Adoption - Develop and deliver product training tailored to the customers' primary use case, to include field training and ride-alongs on incidents as required. - Perform scheduled and routine check-ins to address implementation frictions, promote value and track milestone achievement. - Develop secondary and tertiary champions to mitigate risks associated with personnel movement/terminations. - Technical Support - Implement and utilize the tooling required to track customer issues to resolution. - Establish and curate documentation or methods for self-help. - Rapidly resolve issues related to improper usage, documentation, or training gaps. - Document and assess the impact of reported bugs; escalate issues that pose high contractual or reputational risk. - Nourish Customer Relationships - Perform post-implementation support to customers to ensure account health as well as adherence to commitments and timelines made during implementation. - Attend conferences and events widely attended by our customer base. - Look for ways to improve customer outcomes by understanding their unique needs, missions, and resources. - Collect Performance Metrics - Track and report metrics associated with implementation, including time-to-provisioning, time-to-training, and time-to-adoption. - Track and report metrics associated with technical support, to include time-to-response and time-to-resolution. - Assist the sales function in reporting of metrics associated with churn cause. Qualifications - 1+ years utilizing a ticketing or CRM system - 1+ years providing technical customer support - 1+ years as an Implementation Specialist or similar CS role - Ability to travel extensively, to include periods that may exceed 50% of a given month - Must be legally authorized to work in the United States without the need for employer visa sponsorship now or in the future Requirements - Experience in an organization during its early growth stage - Experience working both administrative tasks and in the field simultaneously - Experience in wildland fire operations - Experience using dynamic common operating picture solutions in field environments - Experience using datalinks or integrations for inter-system data exchange - Familiarity with industry geospatial systems and file standards Benefits - Industry competitive compensation package - Company performance-based bonus plan - Equity stock-based compensation package - Employer-funded comprehensive health, vision, and dental insurance for employees and dependents - 401k with company match - Employer-funded life and disability insurance coverage - Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA options

• Support the Business Improvement Lead to define the approach needed to achieve strategic and operational goals on improvement projects • Interfacing with key systems to gain knowledge through analysis of the RS processes, procedures, systems and associated regulatory requirements • Assist in supporting the effective communication pathways with cross-functional teams including Process Engineers/Architects, IT Business Analysts, and Project Managers in improvement delivery • Contribute to how training related to a specific change is integrated into new-starter training • Assist in troubleshooting and resolving technical or training issues that may arise during the development, delivery, and/or post-implementation phases • Monitors and analyses effectiveness of change to the business as identified in project plan

• Serve as the main point of contact for all communication to and from the client • Update website launch timelines and keep clients up-to-date on status • Share best practices on processes with clients • Be proactive in looking at new functionalities to ensure we are helping grow our client’s brands • Launch e-commerce websites based on client's brand guidelines, compliance requirements, and Marketing Calendar • Delegate tasks with internal IT teams to ensure deadlines are met • Managing multiple work streams internally among multiple teams and departments • Review websites in both testing and production environments and ensure all functionalities are responsive • Must understand the client's needs to provide clear instructions or strategies to internal IT teams • Develop instructional materials for internal teams when new functionalities are implemented.

• Configure Verifiable’s Salesforce-based SaaS solutions for customer implementations, including fields, page layouts, permissions, automation, reporting, dashboards, and implementation-specific configuration. • Partner with Implementation Managers to translate customer requirements into clear technical solutions, implementation tasks, and delivery plans. • Serve as a trusted technical resource for customers and internal teams throughout the implementation lifecycle. • Build, update, and troubleshoot Salesforce automation, including Flow-based processes, validation rules, data updates, and configuration-driven business logic. • Support data migration, data cleanup, and backfill activities using Salesforce tools such as Data Loader, reports, exports, and structured import processes. • Configure and validate Salesforce security models, including users, profiles, permission sets, roles, sharing settings, and object/field-level access. • Troubleshoot technical issues during implementation, identify root causes, and clearly communicate resolution options. • Collaborate with Product and Engineering teams to define technical gaps, product issues, enhancement requests, or required development support. • Participate in QA, UAT support, and go-live readiness activities to ensure implementations are accurate, stable, and customer-ready. • Create and maintain technical documentation, including configuration notes, solution designs, deployment notes, testing instructions, and customer-specific implementation details. • Communicate clearly with technical and non-technical stakeholders, including customers, Implementation Managers, Engineering, Product, and Customer Success. • Apply Salesforce and Verifiable implementation best practices to ensure solutions are scalable, supportable, and aligned with long-term customer success.