• Lead new clients through our more complex implementations and support through a successful post launch handoff. This includes (but isn’t limited to): project and client management and leading the technical integration between DailyPay and 3rd party vendors • Manages technical and non technical stakeholders, as well as, ensure timely and accurate implementations holding both internal and external parties accountable • Perform comprehensive discovery and build robust documentation of the implementation requirements • Support re-implementations as required. This will include quality and on-time delivery, mitigating risk of operational loss, and reducing downtime • Serve as your clients internal advocate by effectively collaborating with cross-functional teams including Sales, Product, Client Success, and Implementation Controls • Work with product and other cross functional partners to support client projects as needed. This may include both proactively known requirements or uncovered requirements for new or improved functionality • Perform technical research to provide unique solutions for complex customer integrations • Flexible in an ever changing business environment with expanded volume and responsibility required at times to meet business needs • Provide technical mentorship, elevating team capabilities through knowledge sharing • Suggest new product features and functionality based on implementation experience and feedback from DailyPay customers

• Coordinate the implementation process from signed contract through successful customer launch. • Schedule and manage kickoff meetings, onboarding sessions, and implementation calls. • Collect, validate, and organize onboarding documentation and customer information. • Coordinate customer training sessions and monitor implementation milestones. • Ensure customers successfully launch according to established timelines. • Serve as the primary operational point of contact during onboarding and implementation. • Manage customer communications related to onboarding, implementation, training, and follow-up activities. • Maintain implementation documentation, SOPs, and operational workflows. • Monitor customer progress and proactively identify operational gaps. • Receive, triage, and coordinate technical support requests. • Collaborate with Product and Engineering teams to resolve customer issues. • Monitor support tickets through resolution and confirm successful issue resolution with customers. • Provide proactive communication throughout the support lifecycle. • Manage customer workflows and records within HubSpot or similar CRM platforms. • Build, maintain, and optimize operational automations. • Maintain accurate implementation dashboards and customer records. • Document internal processes and continuously improve operational efficiency. • Conduct 30-, 60-, and 90-day customer check-ins. • Track customer health, adoption, and engagement metrics. • Identify at-risk customers and coordinate proactive engagement strategies. • Support customer renewals through operational planning and cross-functional collaboration.

• Coordinate and support new client implementations from handoff through go‑live under established processes and timelines. • Schedule and facilitate implementation meetings, including internal prep calls, kickoff calls, and routine touchpoints. • Guide clients through implementation steps, ensuring clarity on next actions, timelines, and responsibilities. • Serve as a day‑to‑day contact for implementation‑related questions and follow‑ups. • Maintain implementation plans, trackers, and documentation (e.g., Smartsheet, status trackers, implementation folders). • Monitor implementation milestones and flag risks or delays to senior implementation team members. • Ensure deliverables are completed on time and documented appropriately. • Keep internal stakeholders informed of implementation status and changes. • Partner with Sales, Account Managers, and internal teams to align on client requirements and sold products/services. • Coordinate participation from internal subject matter experts during implementation calls as needed. • Ensure accurate handoff and information sharing across teams throughout the implementation process. • Maintain accurate and timely documentation in CRM and implementation tools. • Follow established implementation workflows, templates, and best practices. • Support process improvement efforts by providing feedback on tools, templates, and client experience.

• Independently lead end‑to‑end client implementations, including higher‑complexity or higher‑visibility accounts. • Own implementation timelines, deliverables, and outcomes, ensuring all activities are completed accurately and on time. • Facilitate client and broker discussions and decision‑making related to benefit design, services, and implementation approach. • Proactively manage risks, dependencies, and stakeholder expectations; communicate status and timelines at a strategic level. • Lead cross‑functional coordination to deliver a seamless, high‑quality implementation experience. • Troubleshoot complex client‑specific or technical issues and drive timely resolutions with internal teams. • Maintain strong working knowledge of products, operational capabilities, and implementation processes. • Identify opportunities to improve implementation tools, workflows, and operational efficiency. • Serve as a mentor and resource to Implementation Manager I team members, reinforcing best practices and quality standards. • Maintain implementation plans, trackers, and documentation (e.g., Smartsheet, status trackers, implementation folders). • Monitor implementation milestones and flag risks or delays to senior implementation team members. • Ensure deliverables are completed on time and documented appropriately. • Keep internal stakeholders informed of implementation status and changes. • Partner with Sales, Account Managers, and internal teams to align on client requirements and sold products/services. • Coordinate participation from internal subject matter experts during implementation calls as needed. • Ensure accurate handoff and information sharing across teams throughout the implementation process. • Maintain accurate and timely documentation in implementation tools. • Follow established implementation workflows, templates, and best practices. • Support process improvement efforts by providing feedback on tools, templates, and client experience.