• Drive projects impacting our ERP, Salesforce, and compensation systems • Employ standard project management practices and tools • Spearhead the implementation of new software tools • Partner with the business technology team to reflect business needs in system design • Oversee and manage UAT • Closely collaborate with our Accounting, Business Operations, and US Finance functions • Establish close working relationships with the larger Finance and Accounting teams • Create reports in ERP and Salesforce • Champion and embed Samsara’s cultural principles

Delmock Technologies, Inc. is seeking a Subject Matter Expert to serve as the CSD lead during the implementation and upgrade of Customer Service technology, including Customer-to-Meter (C2M), Customer Care and Billing (CC&B), and the Utility Billing software (CSIS/CC&B) system. They will engage with the CSD and IT project managers, developers, subject matter experts (SMEs), and end-users to assess business process changes affecting key stakeholders, guide employees through the transition to improve adoption, ensure that documentation accurately reflects system functionality, and provide post-launch support. Leads the implementation and upgrade of all Customer Service technology, particularly as it applies to redesigned business processes, training, and change management. Develops and orchestrates change management and training methodologies in partnership with the Customer Service Department stakeholders throughout project implementation. Conducts early-phase impact analyses to assess business process changes affecting key stakeholders and develops communication strategies to support organizational alignment. Designs and delivers role-based training programs to ensure system proficiency, creates comprehensive training plans that identify needs, allocate resources, and optimize end-user training schedules. Develops a comprehensive training plan that outlines requirements and resources and determines the best timing for end-user training. Conducts train-the-trainer sessions to certify trainers for end-user instruction and offers support in customizing and delivering training across the organization. Updates and creates business processes to support seamless system adoption, provides post-launch support for the initial implementation, and continues to deliver training and support for subsequent CCS updates and releases. Oversees the deployment of a customer-facing portal integrated with C2M that provides users with access to account information, bill viewing, usage monitoring, and payment options. Develops and implements training programs focused on organizational change management. Identifies performance gaps, designs strategic learning interventions, and evaluates outcomes to ensure continuous improvement. Creates documentation, including standard operating procedures, quick reference guides, user guides, training manuals, brochures, after-action reports, and instructional videos.

• Review incoming projects to ensure they meet required formatting, completeness, and accuracy standards • Validate project data, documentation, and specifications prior to activation • Identify inconsistencies, errors, or missing information and coordinate resolution • Maintain and enforce quality control standards across all projects • Track project status, milestones, and updates to ensure timelines are met • Monitor active projects for risks, delays, or data issues and escalate as needed • Ensure project updates are documented and communicated clearly and consistently • Support continuous improvement of project workflows and processes • Analyze project data to identify trends, gaps, and quality issues • Maintain accurate project records within internal systems • Generate reports or summaries to support operational and leadership visibility • Serve as a key point of contact for internal teams and external customers regarding project status and requirements • Provide timely, professional, and proactive communication • Respond to questions, troubleshoot issues, and ensure a positive customer experience • Partner cross-functionally with operations, sales, product, and customer teams.

• Lead and coordinate project tasks or manage small projects, ensuring alignment with objectives, timelines, and Net at Work’s standards • Track deliverables, milestones, and resource allocations to keep projects on course • Support project financials, including budget monitoring, budget reconciliation, milestone invoicing, and identifying opportunities for additional client value • Prepare and distribute project reports and dashboards, providing actionable insights to stakeholders • Maintain accurate project documentation, recordings, schedules, and budgets • Organize meetings and facilitate team communications, serving as a reliable point of contact • Ensure timely completion of deliverables and adherence to deadlines • Champion process improvement and data accuracy in PMO tools (e.g., Smartsheet, ChangePoint) • Serve as a trusted secondary point of contact for clients, advocating for their needs and ensuring expectations are met throughout the project lifecycle • Communicate project status, risks, and issues promptly and professionally to clients and teams • Build strong, trust-based relationships with internal and external stakeholders • Proactively identify and escalate risks, recommending mitigation strategies to ensure successful outcomes • Analyze and resolve issues that could impact project performance or deliverables • Collaborate with teams to maintain project momentum and deliver results