• Design and implement a comprehensive onboarding program that can scale from 200 to 7,500 users in 90 days while maintaining 80%+ activation rates within 7 days of training • Create both synchronous and asynchronous training pathways that serve clinicians across experience levels, specialties, technical proficiency, and geographic locations (urban VAMCs to rural CBOCs) • Develop training materials, job aids, video tutorials, and support documentation that meet Section 508 accessibility compliance standards • Build the Site Point of Contact (POC) engagement model, including weekly information forums, office hours, and barrier mitigation processes • Establish metrics, dashboards, and reporting systems aligned with the RE-AIM evaluation framework (Reach, Effectiveness, Adoption, Implementation, Maintenance) • Partner with VA leadership, ILEAD (Institute for Learning, Education and Development), and VA Training Management System (TMS) teams to integrate Knowtex training into VA's ecosystem • Achieve and maintain target metrics: 80% activation rate within 7 days of training, 80% recording initiation rate within 7 days of activation, 75% utilization rate across eligible appointments, 85%+ training satisfaction scores, 75% user retention at 90 days post-training • Identify, recruit, and develop Site Champions - peer advocates who accelerate adoption within their facilities • Conduct root cause analysis on low-adoption sites and deploy targeted interventions to overcome barriers • Monitor equity metrics to ensure consistent access and outcomes across rural/urban sites, specialties, and clinician demographics • Lead executive stakeholder engagement, presenting data-driven insights to VISN leadership and VA executives • Design and facilitate virtual office hours, Q&A sessions, and community building events • Monitor implementation fidelity across 9 VISNs and dozens of VA sites, ensuring consistent quality while allowing for necessary local adaptations • Collect, categorize, and prioritize implementation barriers through Site POC forums, support tickets, and user feedback • Collaborate with Product, Engineering, and Support teams to translate user insights into product improvements and support enhancements • Ensure all training materials, recordings, and documentation meet Section 508 accessibility standards through regular audits • Track cost efficiency metrics (license utilization, cost per note generated, training resource efficiency) • Develop strategies to maintain 75%+ user engagement beyond 90 days post-training • Integrate Knowtex training into VA's new hire onboarding processes, achieving 100% of new clinicians trained within 30 days • Create a content management system that enables continuous improvement of training materials based on user feedback, feature updates, and workflow evolution • Build train-the-trainer programs that enable Site POCs and Champions to provide frontline support • Document and disseminate best practices from high-performing sites across the enterprise • Develop the organizational infrastructure to scale from 7,500 to 150,000 users over 3 years • Conduct daily reviews of critical metrics: active users, notes generated, system uptime, support tickets • Perform weekly analysis of utilization trends, training effectiveness, Site POC engagement, and emerging barriers • Deliver monthly reports on comprehensive Reach metrics, equity analysis, implementation quality, and strategic recommendations • Lead quarterly RE-AIM framework assessments with complete data analysis, ROI calculations, and strategic planning • Use data to drive continuous improvement in training content, support models, and engagement strategies

• Own the onboarding process for new customers from kickoff through go-live • Lead onboarding calls, configure customer environments, and guide customers through CRM integrations • Ensure customers are properly set up signals and workflows • Partner with customers’ RevOps and Sales stakeholders to align onboarding configuration to real-world sales processes • Drive customers to clear onboarding completion criteria and go-live • Identify onboarding risks early and proactively resolve blockers • Serve as first point of contact for customer questions and issues • Troubleshoot product usage, configuration questions, and basic technical issues • Triage and escalate product bugs or complex issues to Engineering • Maintain clear communication with customers on issue status and resolution • Collaborate with CSMs to drive proactive support motions to anticipate and mitigate issues affecting onboarding • Document onboarding workflows, common issues, and best practices • Contribute to onboarding guides, templates, and customer-facing documentation • Identify recurring onboarding and support friction points and propose improvements • Partner with Engineering to inform self-service and scaled onboarding motions

• Provide comprehensive onboarding and product adoption support to customers implementing the brightwheel product suite. • Support a rolling portfolio of approximately 100+ customer accounts over the typical 4–12 week onboarding lifecycle, including both pre-opening administrators and newly launched centers. • Plan and execute onboarding activities in a manner that supports agreed-upon milestones and successful platform activation. • Help address and overcome customer objections by clearly articulating brightwheel’s value and building confidence in the positive operational impact of the platform. • Diagnose, troubleshoot, and assist with resolving technical or configuration challenges customers encounter during system setup and early usage. • Coordinate with Brightwheel team members, as needed, to fulfill onboarding deliverables and ensure a smooth customer experience (e.g., Sales, Support). • Apply strong critical thinking and problem-solving skills to accurately identify root causes, assist with investigating issues, and support timely resolution. • Consistently reinforce the value of the brightwheel platform throughout onboarding to support long-term product adoption and customer success.

• Assist customers in learning and adopting the brightwheel product for their center • Own a running portfolio of 100+ accounts throughout the 4-12 week brightwheel customer onboarding process • Prioritize accounts upon which to take strategic, timely actions to complete the implementation process • Overcome customer objections to ensure the customer feels confident with the positive change and value brightwheel will bring to their program • Diagnose and resolve technical challenges our customers experience as they get the system configured • Serve as the expert on brightwheel’s technology platform for customers and other cross-functional teams • Collaborate across teams (e.g. Sales and Support) to ensure a smooth customer experience at all stages of the customer journey • Use strong critical thinking and troubleshooting abilities to correctly identify, investigate and resolve technical or usage issues • Continue to sell the value of the software to gain buy-in and trust in brightwheel’s capabilities