• Lead planning of client implementations across various solutions • Serve as primary contact for stakeholders • Develop and track project plans • Conduct training sessions with clients • Document client requirements and project status

• Perform Project Management functions aligned with the PMO best practices for technology, client, vendor, strategic projects and others as needed • Lead project teams through initiation, planning, executing/monitoring and controlling, and closing of designated projects with support from other Project Leaders in the PMO • Ensure project work is well-defined and planned. This includes thorough scope definition, estimation, cost-budgeting, resourcing, scheduling, and placing under ongoing change control • Ensure effective risk, issue, action, and change management, including timely decision making for risks and changes, timely issue resolution, and comprehensive action management • Establish, maintain and execute an effective communications plan serving all stakeholder needs. Ensure team clarity on objectives, scope, and roles, and communicates the work plan with regular and meaningful reports on status and performance • Monitor and manage project performance inclusive of cost and team performance • Manage changes to the project scope, project schedule and project costs using appropriate verification techniques. Measure project performance using appropriate tools and techniques • Adhere to enterprise PMO established best practices and tools for consistency across all projects

• 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