• Provide strategic leadership and direction for complex and high-impact programs, ensuring alignment with organizational objectives and priorities. • Champion Effectual's Delivery Framework through Scrum or hybrid practices, facilitating collaboration with project resources, partner teams, and customer stakeholders to monitor progress, remove obstacles, and drive accountability. • Coordinating staffing of customer workstreams and serve as the escalation point for risk management and mitigation of customer concerns • Cultivating productive, trusted relationships with key customer executives and stakeholders • Understand customer business priorities and objectives, and ensure that Effectual's work is focused on delivering value, driving outcomes, and supporting strategic goals • Engage executive stakeholders with regular program updates, addressing concerns and securing necessary support and resources. • Translate objectives and requirements into actionable project plans and deliverables. • Communicate and negotiate timeline adjustments, prepare and deliver change orders, and conduct weekly status meetings and reports. • Research and respond to client inquiries, including technical and billing questions, in a timely manner. • Foster long-term client partnerships, identifying opportunities for repeat business and referrals. • Assess customer governance and cloud maturity; develop tailored communication and governance plans. • Allocate, schedule, and manage project resources, resolving conflicts as needed. • Hold team members accountable to task and timeline commitments; ensure timely and accurate time entry, review, and approval. • Manage program resources and budgets, optimizing allocation to maximize efficiency and ROI while identifying cost-saving opportunities. • Monitor project financials against forecasts, flagging risks to timeline, budget, or scope to PS leadership and Account Executives promptly. • Prepare level-of-effort (LOE) and duration estimates for leadership review and cost estimation. • Identify and assess program risks and dependencies, developing mitigation strategies and contingency plans to ensure program success. • Facilitate stakeholder meetings, gather client-requested information, and clarify deliverables and definitions of done. • Mentor and coach less experienced Effectual PMs to strengthen delivery, leadership, and stakeholder management skills. • Include Account Executives in key project milestones (e.g., kickoff, close-out) and communicate potential opportunities for follow-on work. • Maintain open, proactive communication with partner and client delivery teams to ensure seamless engagement delivery. • Lead change management efforts, ensuring effective communication, stakeholder engagement, and organizational readiness for transformation initiatives. • Lead and motivate project teams, fostering a collaborative environment, providing mentorship, and facilitating lessons learned sessions to continuously improve project management practices.

• Ownership for driving progress and resolution of customer's critical issues per assigned geographic region • Develop and execute action plans in conjunction with cross-functional product development and management teams • Effectively communicate ongoing CAP status updates to both internal and customer audiences up to VP and C level • Demonstrate strong judgment at risk management and problem mitigation, making timely decisions from both business and technical perspectives • Perform post mortem analysis, evaluate and initiate internal discussions around key areas of focus or improvement for product, process, and people

• Own the distribution and demand creation strategy for the customer education ecosystem, engineering how customers discover and engage with our learning across all modalities. • Scale program access and operational readiness, analyzing customer consumption trends to ensure educational resources across all formats are optimized for reach and discoverability. • Optimize the customer engagement funnel, continuously refining the user journey from initial resource discovery to active consumption. • Architect and manage the underlying technology and systems stack supporting multi-modality learning, ensuring seamless data integrations and operational continuity across in-product platforms (e.g., Pendo), Learning Management Systems (LMS), scheduling tools, and automated notification engines. • Lead measurement, attribution, and insights for the enablement program team, building frameworks to track which channels, formats, and customer cohorts drive the highest results. • Launch behavior-based engagement campaigns to intercept friction points and capture customers who have not yet engaged with critical educational resources.

• Manage Omni Channel and telephony projects from planning through successful delivery • Coordinate projects involving systems integration and data architecture • Manage multiple concurrent projects while ensuring timelines, scope, and quality standards are met • Collaborate with cross-functional teams to manage dependencies and ensure smooth project execution • Organize and lead recurring status meetings, track action items, and provide regular project updates • Identify project risks proactively and drive mitigation plans to avoid delivery issues • Maintain and update project documentation, business flows, retrospectives, and status reports • Communicate project progress, risks, and technical details effectively to both business and technical stakeholders • Drive process improvements and ensure adherence to organizational standards and best practices