• Lead the implementation of the Salesforce Service Cloud tool, a global initiative for our client. • Drive the discovery process, validate requirements with business teams, and obtain approvals from global stakeholders. • Maintain continuous interaction with multiple teams; documentation and communication in English. • Highly autonomous role; initial requirements and delivery teams will not be from CI&T.

• Work independently to plan, monitor, and manage multiple complex customer-facing projects • Lead the end-to-end delivery of Rad AI’s products to radiology practices and health systems, from kick-off to go-live and transition to support • Facilitate Discovery sessions to understand client workflows, requirements, and success criteria • Develop detailed project plans, including timelines, milestones, and resource needs • Coordinate cross-functional teams, including Product, Engineering, and Integration resources, to meet project objectives and deadlines • Serve as the primary client-facing contact throughout the implementation • Ensure a smooth onboarding process by managing project timelines, dependencies, and communications with executive, clinical, and IT stakeholders • Track and manage feature requests, ensuring clear communication, documentation, and prioritization • Monitor project health, proactively identify risks, and escalate blockers, as needed • Issue resolution and mitigation strategies based on data-driven decision making • Conduct weekly status meetings with internal and external stakeholders • Collaborate and coordinate with Rad AI’s product, engineering, and customer success teams for project goal setting, data integration, testing, and product feedback • Provide ongoing updates to leadership throughout the project, via dashboards and reports • Partner with cross-functional teams, including Support and Client Success, to ensure customers are prepared for go-live and long-term success • Suggest process improvements and help with maintaining onboarding templates, documentation, and best practices • Contribute to building a world-class implementation organization that aims to exceed customer expectations with attentive, responsive, and knowledgeable service

• Build comprehensive pre-meeting briefing documents for every enterprise client call, including account history, open items, health indicators, recent activity, and talking points • Prepare and distribute agendas, capture detailed meeting notes, and produce action item summaries with clear owners and due dates • Maintain and update shared client project trackers (Monday.com, Google Suite) before and after every client interaction so records are always current and accurate • Own the full follow-up loop on open Jira tickets tied to client requests—tracking status, surfacing blockers, escalating stalled items, and communicating ETAs back to the VP/AM. • Triage and route inbound client requests from Zendesk and email to the correct internal teams (Product, Engineering, Support, Billing), confirming receipt and tracking to resolution • Chase outstanding internal deliverables proactively, ensuring commitments made to enterprise clients are fulfilled on time • Serve as the connective tissue between the VP/AM and internal stakeholders, reducing friction and keeping initiatives moving • Maintain accurate, up-to-date records in Salesforce for all enterprise accounts: contact information, activity logs, opportunity stages, and renewal timelines • Log all client interactions, internal handoffs, and resolutions to ensure a complete and auditable account history • Generate standard CS reports and dashboards from Salesforce, Looker, and Monday.com to support weekly reviews and leadership updates • Flag data gaps or inconsistencies in account records and drive cleanup efforts across the team's book of business • Document all coordination workflows, follow-up cadences, meeting prep routines, and recurring task patterns in a structured, reusable format in Confluence • Build and maintain an operational playbook for the CS team that captures how strategic accounts are managed day-to-day • Identify patterns in recurring tasks and proactively flag opportunities for process improvement, templating, or automation

Role Description We are seeking a detail-oriented and organized Senior Intake Officer / Project Manager to support Bureau of Indian Affairs (BIA). Remote work may be authorized based on security, workload, or operational need. - Provides support for program workflow and intake operations - Oversees program workflow and intake operations - Develops SOPs and training materials - Conducts quality assurance and compliance checks - Leads program sustainment and modernization - Oversees daily intake operations and maintains workflow efficiency - Captures institutional knowledge by documenting legacy processes and tribal-specific enrollment considerations - Develops, updates, and maintains SOPs, manuals, and workflow guidance - Recommends policy or procedural adjustments to improve accuracy, timelines, and public service - Provides training to new and existing staff on updated procedures and best practices - Leads transition planning to ensure resilience in staffing disruptions, retirements, or organizational changes - Develops SOPs and additional procedural documentation to stabilize the office long-term - Serves as a point of contact for technical and administrative questions Qualifications - Ability to collaborate with tribal representatives and federal staff - Proficiency in Microsoft Office Suite (Word, Excel, Outlook) - Strong attention to detail and organizational skills - Excellent communication and collaboration skills - High school diploma or equivalent; associate degree preferred - Minimum 4-5 years of related experience - Experience in administrative processing, records management, and customer service - Experience in policy development and technical writing - Limited in-state travel may be needed for training, outreach, or tribal coordination Requirements - Knowledge of Alaska Native communities, tribal enrollment, and genealogical research Benefits - Salary range: $71,710.00 to $88,828.00 annually - Competitive base salary commensurate with qualifications and experience - Comprehensive benefits package including medical, dental, and vision insurance - 401(k) plan with company matching - Tax-deferred savings options - Supplementary benefits - Paid time off - Professional development opportunities