• Ensure successful project delivery: Work in partnership with the FCID project manager on your projects to own the solution. Coordinate and manage the project activities of the FCID project team and influencing the activities of the client teams to ensure successful project execution • Identify client business/technical goals and how best to meet them • Create and manage accurate project and resource plans • Track and manage project scope • Maintain an accurate log of project actions, issues and decisions • Identify, mitigate and escalate project risks and issues • Demonstrate solid verbal and written communication skills. • Provide functional support on projects • Achieve buy-in from stakeholders to develop a realistic project plan for software implementation. Influence and communicate with all levels of stakeholders including senior executives, directors, managers and junior staff • Ensure the effective delivery of our services and assist in developing and growing business • Support the continual growth of the organization: Support development of and document best practices and project methodologies • Enhance current service offerings by improving processes, templates and training material • Identify opportunities to assist our current clients further by expanding the scope of our engagements

• Project & Portfolio Management: Oversee a portfolio of customer implementation projects, ensuring timely completion and successful execution. • Customer Engagement: Collaborate with customers to understand business objectives and tailor implementation strategies to their needs. • Product Expertise & Training: Become an expert on the Invoca platform, training customers on core functionalities, integrations, APIs, and webhooks. • Technical Implementation Support: Assist customers in deploying Invoca’s JavaScript, integrating with MarTech platforms, and optimizing workflows. • Process Optimization: Identify and implement best practices to enhance efficiency, scalability, and customer experience. • Stakeholder Collaboration: Partner with Sales, Sales Engineering, Product and Customer Success to ensure smooth handoffs and consistent customer communication. • Issue Resolution & Risk Mitigation: Quickly identify potential issues, escalate as necessary, and proactively resolve challenges to ensure a positive onboarding experience. • Customer Advocacy: Gather insights from onboarding experiences to advocate for feature enhancements and inform product development. • Tracking & Reporting: Maintain accurate project records, track milestones, risk and ensure adherence to implementation Service Level Objectives using project management and CRM tools. • Global Market Alignment: Maintain an early-morning Eastern Time (ET) schedule to provide direct implementation oversight and real-time consultation for UK and European customers. • Agentic AI Exposure: Lead the deployment of Agentic AI workflows, ensuring autonomous agents are properly integrated into the customer’s broader MarTech ecosystem.

• Own customer implementations end-to-end: manage onboarding from kickoff through go-live, including timelines, action items, and stakeholder coordination. • Configure customer workflows: set up permissions, routing rules, queues, templates, and customer-specific settings to match real-world clinic operations. • Implement referral workflows: map intake, triage, routing, follow-up, and status tracking into Medsender for efficient referral operations. • Support EHR-related workflows and integrations (as applicable): coordinate requirements, assist with testing and validation, and ensure go-live readiness. • Lead Zoom trainings and enablement: run live trainings for front desk staff, referral coordinators, and clinical teams; tailor sessions to user roles and workflows. • Document and communicate implementation needs internally: when issues require deeper investigation, escalate with clear detail (context, expected vs actual behavior, steps tried, screenshots, customer impact, and urgency). • Improve implementation playbooks and resources: create and maintain checklists, guides, and training materials to make onboarding faster and more consistent over time. • Operate in a HIPAA-aware environment: handle sensitive information appropriately and follow minimum-necessary practices.

Pinewood.AI is looking for highly experienced automotive training and implementation professionals to run Parts & Service (Fixed Operations / Aftersales) deployments as we expand across North America.  This role is ideal for individuals with experience in Service and Parts operations who want to use their knowledge and move into a consultancy and training role. We are looking for people who can walk into a dealership, gain the confidence of fixed operations, and guide them through significant process and system change.   You will join at an exciting stage in Pinewood.AI’s growth. We are operating in a fast-moving, startup-style environment where we are building new ways of working as we scale across the United States and Canada. You will help shape how our platform is rolled out, create training approaches that suit the North American market, and work hands-on with retailers to ensure they adopt our technology successfully.  Travel is a significant part of this role. You will be on the road around 80% of the time, working directly with dealerships. Key Responsibilities:  - Deliver end-to-end implementations of Pinewood.AI for Parts & Service / Fixed Operations, from discovery and scoping through configuration, training, go-live, and hypercare  - Design, adapt, and deliver high-quality training to mixed-ability audiences, from technicians and service advisors to fixed ops directors and general managers, both on-site and remotely  - Create and localise training materials for the North American market, tailoring terminology, spelling, examples, and process detail for US users  - Configure fixed operations workflows, including service reception, menus and labour pricing, WIP, parts inventory, warranty handling, and reporting  - Coach best practices for technician scheduling, parts ordering, ELR improvement, hours sold, and OEM integrations  - Deliver business change activities such as stakeholder alignment, adoption planning, and measurement of training effectiveness  - Capture lessons learned, contribute to implementation playbooks, and mentor colleagues to raise capability across the team  - Collaborate with product, support, and delivery teams to resolve issues, share feedback, and improve the overall rollout process  - Travel extensively across North America, approximately 80% of the time, to deliver on-site consultancy and training