• Own the end-to-end implementation project for PetDesk customers—from kickoff and requirements gathering through configuration, go-live, and early adoption—ensuring projects stay on track while delivering a seamless onboarding experience • Use a customer success-based conversation approach that focuses on educating customers on how we can help improve processes and save time. Conduct comprehensive training sessions to educate customers on how to use PetDesk's software features and functionalities effectively • Understand each customer's unique requirements and challenges. Analyze and interpret results in our backend system to inform the customer, problem-solve through issues, and give an accurate and confident response • Develop strong relationships with customers by providing exceptional service and support throughout implementation and early adoption. Act as a trusted advisor, proactively guiding customers through change management, sharing best practices, and ensuring they achieve value • Identify and resolve technical issues or challenges customers encounter during implementation. Collaborate with internal teams, including Product Support, Sales, and CS, to ensure timely resolution of issues and customer satisfaction • Maintain accurate documentation of customer interactions, implementation details, and configurations within our CRM. Generate reports and provide insights on implementation progress, challenges, and successes to internal stakeholders • Manage a portfolio of approximately 30–40 concurrent implementation projects, balancing timelines, customer communications, and project milestones while conducting 3–4 customer meetings each day

• Manages planning and execution across technical workstreams • Covers project planning, schedule management, dependency coordination • Prepares status reporting covering completed activities, planned work, issues

• manages planning and execution across technical workstreams supporting client’s software-product engineering engagement • covers project planning, schedule management, dependency coordination, onboarding readiness, change control • developing and maintaining project plans covering activities, assignments, milestones, dependencies, delivery estimates, and project status • coordinating project kickoff, action items, data collection schedules, onboarding tasks, resource readiness, access dependencies, and transition activities • managing risks, issues, changes, dependencies, deviations, stakeholder communications, and escalation follow-up • supporting workstream validation and true-up activities covering scope, volumes, assumptions, resource requirements, skills alignment, operational conditions, and technical dependencies • working with technical leads, software engineers, cloud engineers, DevOps engineers, test engineers, support teams, delivery managers, and customer points of contact • preparing status reporting covering completed activities, planned work, issues, concerns, recommendations, milestones, and other important delivery items

• Support a federal customer within CISA • Work with the Program Manager to establish vision and direction for cyber resources and operations • Responsible for financial, technical, administrative, contractual, and personnel aspects of the contract • Act as PM in the PM’s absence • Identify, assess, and resolve complex business problems/issues/risks • Ensure compliance with contract terms and conditions • Manage contractor personnel issues and performance • Liaise with sub-contractor representatives • Lead, direct, and review the work of a large team of cyber technical and PMO professionals • Manage the hiring/onboarding/offboarding process for contractor personnel