• Leading customer implementation projects from initiation through to successful adoption and completion. • Building strong working relationships with customers and serving as a key point of contact throughout implementation projects. • Facilitating discovery sessions and workshops to understand customer processes, requirements and objectives. • Delivering engaging product demonstrations, training sessions and implementation workshops. • Creating and managing implementation plans, milestones and project activities. • Configuring the SFG20 platform to align with agreed customer requirements. • Analysing, preparing and importing customer data using Microsoft Excel. • Providing practical guidance and support to help customers overcome implementation challenges. • Collaborating with colleagues across Professional Services, Customer Success, Sales, Product and Support to ensure a seamless customer experience. • Capturing requirements, documenting project activities and sharing implementation outcomes. • Identifying opportunities to improve implementation processes, customer journeys and ways of working. • Exploring and using new technologies, automation and AI-powered tools where they can support productivity, quality or customer outcomes.

Role Description - Monitor integration services, APIs, queues, scheduled interfaces and middleware components. - Investigate failed transactions, authentication errors, timeouts, data-mapping issues and interface performance. - Coordinate incident resolution with application, database, network, security and external integration teams. - Support approved configuration changes, certificates, endpoint updates, deployments and release validation. - Maintain interface catalogues, dependency maps, specifications, support runbooks and known-error records. - Support secure API and integration practices, logging, traceability and access controls. - Identify changes that require development or new integration scope and route them through formal approval. - Provide evidence and technical input for root-cause analysis and service reporting. Qualifications - Minimum 5 years of enterprise integration and middleware support experience. - Strong knowledge of REST/SOAP APIs, JSON/XML, authentication, certificates and integration monitoring. - Experience with MuleSoft, Boomi or an equivalent integration/middleware platform. - Practical troubleshooting experience across distributed application environments. - Ability to maintain accurate technical specifications and interface documentation. Company Description

• Lead Billing and Payments implementations end to end: gather customer requirements, advise on financial workflows, configure solutions, and serve as the financial operations subject matter expert through go-live, including journal entry configuration, reporting requirements, and reconciliation. • Lead end-to-end accounting integrations with customers: define data flows, configuration requirements, and downstream financial reporting impacts. • Proactively identify and resolve billing issues that could affect revenue accuracy, financial reporting, or customer trust. Escalate high-risk items with clear context, financial impact, and a recommended path forward. • Drive adoption by making sure customers understand not just how to use Billing, but how it supports their financial and operational goals. Act as a trusted advisor to Finance, Accounting, and Operations stakeholders via Zoom, email, phone, and occasional on-site visits. • Occasionally serve as Billing subject matter expert on sales demos, and support customer discovery before and after close to confirm fit and surface any gaps that need to be closed for a successful implementation. • Partner with Product and Engineering to surface functionality gaps, edge cases, and scalability needs from real implementations, and propose solutions rather than just flagging problems. • Analyze implementation outcomes to find patterns, improve repeatability, and refine best practices over time. Keep implementation documentation, customer records, and project status current in CRM and project management tools, to the point that another team member could follow your process without you in the room.

• Serve as the primary strategic advisor to client leadership teams, consultants, carriers, and key external partners throughout the implementation lifecycle. • Lead implementation readiness assessments, shape governance models, and facilitate strategic planning sessions for complex and transformational implementations. • Facilitate executive governance structures, including steering committees, executive briefings, and escalation forums. • Drive decision-making and consensus among senior stakeholders in ambiguous or high-risk environments. • Develop and execute comprehensive onboarding and implementation strategies aligned with client business objectives and Included Health launch goals. • Lead highly complex implementation work with multiple dependencies, cross-functional workstreams, significant ambiguity, and non-standard requirements. • Determine methods, procedures, and operating approaches for new or nuanced implementation project work with minimal oversight. • Anticipate risks early, develop mitigation plans proactively, and oversee escalation handling for issues with project, portfolio, or strategic implications. • Conduct current-state assessments and develop future-state recommendations that balance client needs, operational feasibility, and launch success. • Provide expert guidance on organizational design, process optimization, implementation governance, and change management. • Apply strong judgment in ambiguous situations, evaluate tradeoffs, and recommend solutions where precedent may be limited. • Serve as the escalation point for strategic issues requiring executive attention or broader organizational alignment. • Cultivate strong relationships with client executives, internal leaders, consultants, carriers, brokers, BPOs, vendors, and third-party partners. • Influence senior internal leaders and client executives through structured recommendations, executive presence, and consultative problem-solving. • Build lasting partnerships that extend beyond implementation and position clients as advocates and references for Included Health solutions. • Mentor others, shape best practices, and elevate overall team performance and implementation quality. • Operate with a high degree of autonomy, set direction with minimal oversight, and serve as a resource for others navigating complex implementation challenges. • Exercise advanced judgment on implementation strategy, governance design, escalation handling, and organizational or process recommendations.