• Lead the journey from contract execution through successful, sustainable go-live • Drive go-live success metrics, ensuring implementations meet operational goals • Use data proactively to identify at-risk engagements and realign resources • Serve as a senior advisor during complex implementations, influencing product and operations roadmaps • Build and lead a high-performing delivery organization with a culture of customer obsession and continuous improvement • Champion investments in transformation and configuration methodologies to reduce variability • Partner with product and technology teams to embed AI-driven insights into the onboarding experience • Ensure post-live engagement is proactive, monitoring adoption signals and identifying performance gaps • Translate delivery insights into scalable best practices and playbooks

• Coordinate training on classroom management and teaching techniques. • Provide guidance on organization policies and procedures. • Serve as a point of contact for new hires to answer questions and provide support. • Follow up with new hires to ensure they are fully integrated into the organization and meet their performance objectives. • Maintain accurate records of employee onboarding and training. • Develop and maintain positive relationships with employees, managers, and other stakeholders involved in the onboarding process.

• Own the onboarding process from when a Customer is signed on to when they complete their first use case. • Manage a portfolio of concurrent onboarding accounts across the mid-market accounts, prioritizing effectively across competing timelines. • Host kickoff calls, use case workshops, and training sessions to drive adoption of the platform to support the customer’s key use case. • Partner closely with cross-functional teams — Sales/AEs (on handoff), Support, Product, and the Account/Customer Success Managers who own the long-term relationship — to ensure a seamless transition. • Ensure the customer is set up for long-term success with Placer by ensuring they have all the resources needed and Placer’s systems are up to date. • Help build out a repository of curriculum to support the key use cases requested by our customers • Success in role will be determined by # of kickoff calls that were within 2 weeks of starting, % of customers onboarded in 90 days, number of working sessions achieved, documented use case wins, and CSAT of onboarding experience.

• The Onboarding Specialist is responsible for managing four key mailboxes: Onboarding, Project Start, Purchase Orders and Invoice Issues. • Collaborates with both internal and external customers throughout the entire onboarding process. • Ensures smooth transitions between onboarding phases and provides ongoing support. • Investigate billing discrepancies, process adjustments, and manage invoicing and collections. • Communicate with Credit, Customer Service and Sales regarding new account builds. • Customer Account maintenance: update Sales Tax Exemptions, profile fees, EIR/EEC Fees, customer service contacts, sales contacts, purchase order requirements.