• Conduct discovery and scope definition activities to develop an holistic solution design and the supporting sprints and stories for implementing it. • Lead client stakeholders through the planning, build, test and deploy phases of each core implementation sprint and ultimately complete a majority of the configuration in collaboration with your project team. • Serve as a trusted advisor for key business and technology stakeholders, and support decision making through experience-based guidance and best practices, industry knowledge and product expertise. • Collaborate closely with Data Services team members to incorporate and support their data migration and integration activities throughout the project. • Lead and/or coordinate with other consultants on the implementation of various integrated solutions (e.g. Salesforce Marketing Cloud, Experience Cloud, Blackthorn, Conga, Formstack) • Support the broader Attain Partners team by sharing and documenting best practices, contributing new ideas to our collective way of working and helping build and grow our pipeline of new clients. • Lead and/or support business development efforts. • Lead and/or support proposal development and solution design in support of new and expanded client work.

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.