• Build and govern the PS delivery methodology • Define and maintain the implementation framework — phases, milestones, go/no-go criteria, and sign-off standards — for all customer segments (SMB, Mid-Market, Enterprise) • Ensure methodology is documented, version-controlled, and consistently adopted across the delivery team • Own the PS portfolio view and health reporting • Maintain a real-time view of all active implementations: stage, health score, risk flags, and projected go-live dates • Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders • Design and enforce the escalation framework • Build the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibility • Define triggers, SLAs, and DRI accountability at each tier so no at-risk account goes undetected past defined thresholds • Lead the post-implementation RCA program • Own the RCA process for contract rejections and high-risk churns — including template selection, root cause categorization, corrective action assignment, and aggregate trend reporting • Ensure learnings are fed back into the delivery methodology and playbooks on a regular cadence • Drive PS tooling and process infrastructure • Own the configuration and adoption of PS tooling (Salesforce, Gainsight, project tracking) so systems reflect ground truth, not a best-case view • Ensure IMs and CSMs spend time on customers, not on admin overhead • Build and maintain implementation playbooks • Develop playbooks by customer type (service-only, construction, ERP-integrated) that reflect current product capabilities, known integration requirements, and field learnings • Maintain them as living documents — updated after every significant account learning.

• Manage all aspects and employees of the company’s Project Coordinating Department and Field Tech Department • Attend weekly report meetings with the Project Coordinating Department. • As a Department Head, your responsibilities may include working outside normal business hours from time to time (including Saturdays) to meet operational deadlines • Effectively communicate, multi-task and manage large range of projects • Cross-training of employees to facilitate functional redundancies across project duties and responsibilities • Develop and oversee division of labor within the Project Coordinating Department and Field Tech Department • Direct and manage employee’s schedules, duties, roles and maintain a highly functioning office on a Monday-Saturday schedule • Work efficiently and quickly under high stress/intense situations on complex problems/projects and provide resolutions to challenging situations • Direct and manage a fast-paced office, explain tasks and provide direction on projects • Schedule projects, coordinate technicians, provide client updates and results and ensure projects are completed

• Manage all aspects and employees of the company’s Project Coordinating Department and Field Tech Department • Attend weekly report meetings with the Project Coordinating Department. • As a Department Head, your responsibilities may include working outside normal business hours from time to time (including Saturdays) to meet operational deadlines • Effectively communicate, multi-task and manage large range of projects • Cross-training of employees to facilitate functional redundancies across project duties and responsibilities • Develop and oversee division of labor within the Project Coordinating Department and Field Tech Department • Direct and manage employee’s schedules, duties, roles and maintain a highly functioning office on a Monday-Saturday schedule • Work efficiently and quickly under high stress/intense situations on complex problems/projects and provide resolutions to challenging situations • Direct and manage a fast-paced office, explain tasks and provide direction on projects • Schedule projects, coordinate technicians, provide client updates and results and ensure projects are completed

• Manage all aspects and employees of the company’s Project Coordinating Department and Field Tech Department • Attend weekly report meetings with the Project Coordinating Department. • As a Department Head, your responsibilities may include working outside normal business hours from time to time (including Saturdays) to meet operational deadlines • Effectively communicate, multi-task and manage large range of projects • Cross-training of employees to facilitate functional redundancies across project duties and responsibilities • Develop and oversee division of labor within the Project Coordinating Department and Field Tech Department • Direct and manage employee’s schedules, duties, roles and maintain a highly functioning office on a Monday-Saturday schedule • Work efficiently and quickly under high stress/intense situations on complex problems/projects and provide resolutions to challenging situations • Direct and manage a fast-paced office, explain tasks and provide direction on projects • Schedule projects, coordinate technicians, provide client updates and results and ensure projects are completed