• Configure and deploy AI tools as specified in Phase 1 engagement plans (e.g., Copilot for M365, Harvey, Clio Duo, Casetext, document automation tools). • Build, test, and document automations and AI-assisted workflows using platforms such as Make, Zapier, Power Automate, or equivalent. • Conduct technical environment setup: tenant configuration, user provisioning, API connections, integration testing, and QA validation. • Perform data mapping and light data migration tasks required to support AI tool onboarding. • Maintain implementation logs, configuration notes, and handoff documentation for each engagement in SMB Team’s systems. • Troubleshoot and resolve technical issues during deployment; escalate blockers to the fCTO with clear documentation. • Contribute reusable templates, implementation checklists, and workflow SOPs to the SMB Team practice library. • Stay current on legal AI tooling and integration capabilities; proactively surface relevant updates or new options to the fCTO. • Support the fCTO in pre-engagement scoping by assessing technical feasibility and effort estimates for proposed implementations.

Role Description We are looking for a Platform Implementation Manager to lead and develop a team of Platform Implementation Supervisors while driving implementation strategy and operational excellence across our SMB merchant portfolio. - Oversee onboarding performance, improve processes at scale, lead strategic initiatives, and partner closely with Product, Sales, Account Management, Engineering, Support, and Operations teams. - Report to the Senior Manager, Merchant Success Operations and work within the Commerce Platform organization. - Lead and develop a team of Platform Implementation Supervisors through coaching, performance management, and career development. - Own implementation strategy and execution across SMB merchant onboarding programs. - Drive operational excellence through forecasting, staffing strategy, KPI ownership, and process improvements. - Identify and execute initiatives that improve implementation efficiency and merchant experience. - Serve as a senior escalation point for complex onboarding situations. - Partner cross-functionally to improve workflows, influence product direction, and align on organizational priorities. - Build scalable systems, processes, and tools that support growth. - Analyze trends and leverage data to make informed decisions. Qualifications - Bachelor's degree or equivalent experience. - 7–10+ years of professional experience in implementation, onboarding, customer success, operations, consulting, or related fields. - 3–5+ years of people leadership experience, including leading leaders. - Experience building, scaling, and improving operational processes. - Strong analytical and problem-solving abilities. - Strong cross-functional leadership experience. - Ability to prioritize effectively in ambiguous and fast-paced environments. - Excellent written and verbal communication skills. - Strong customer-first mindset. Requirements - We expect this position to be filled by 7/26/26. Benefits - Comprehensive benefits package to all regular employees. - 401(k) plan with employer matching. - 16 weeks of paid parental leave. - Wellness benefits. - Commuter benefits match. - Paid time off and paid sick leave in compliance with applicable laws. - Medical, dental, and vision benefits. - 11 paid holidays. - Disability and basic life insurance. - Family-forming assistance. - Mental health program. - Flexible paid time off/vacation for salaried roles. - Vacation and paid sick time accrual for hourly roles.

• Lead software implementation for mid-size EDI integration projects within the B2B Gateway platform • Serve as the primary point of contact for customers during implementation, managing the full project lifecycle from intake through go-live with greater autonomy • Manage a portfolio of 20–30 concurrent projects and clients with minimal supervision, completing a minimum of 5 projects per month • Coordinate activities across customers, trading partners, and internal teams — including the mapper team — to ensure timely delivery • Facilitate EDI and integration testing, including troubleshooting mapping changes through our in-house project management system • Configure solutions to meet nuanced business requirements and validate functionality for Tier 2 and Tier 3 customers • Conduct phone calls and facilitate weekly or bi-weekly customer status meetings • Proactively identify and resolve implementation issues; escalate only when necessary • Act as a liaison between internal teams and external stakeholders to ensure timely project completion • Prioritize tasks effectively to meet customer expectations and aggressive timelines • Provide proactive status updates and maintain accurate project data in our project management tools • Assist in mentoring Level I specialists and contribute to process improvements based on hands-on experience • Flex into the support queue during low-volume implementation periods to support the broader team

• 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.