Implementation Specialist

• Drive the end-to-end engineering design and validation for new business and large-scale project implementations using innovative technology and efficient operational workflows
• Lead design and validation of facility layouts and operating plans for ambient, cold chain, and regulated product storage and distribution
• Conduct data analysis, labor modeling, and financial validation to optimize operational efficiency and streamline distribution process
• Lead discussions and calls with internal and external stakeholders to gather critical information, resolve conflicts, and ensure alignment throughout the project lifecycle
• Perform post-implementation gap analyses with actionable items to drive continuous improvement and performance alignment
• Drive adoption of AI-powered engineering practices, identifying opportunities to modernize workflows and enhance team productivity
• Ensure project success by managing timelines, budgets, risk assessments, and stakeholder communications
• Support team development through mentoring, training, and contributing to process improvement initiatives
• Utilizes knowledge, technology investigation to provide the best return on investment for our clients
• Incorporates healthcare regulatory and industry knowledge when implementing a new solution

Senior Implementations Engineer

Customer Success Manager

• Guide clients through the onboarding process, ensuring a smooth and positive experience.
• Collaborate with cross-functional teams to ensure the successful implementation of our solutions.
• Establish and maintain strong relationships with key stakeholders.
• Conduct regular check-ins to understand clients' evolving needs and challenges.
• Develop and implement strategies to increase customer retention rates.
• Proactively address potential issues and resolve customer concerns promptly.
• Identify opportunities to upsell additional products or services based on client needs.
• Collaborate with the sales team to explore cross-selling possibilities.
• Cultivate customer advocates by identifying satisfied clients willing to provide testimonials or participate in case studies.
• Collect and analyze customer feedback to identify areas for improvement.
• Work with product development teams to relay customer feedback for continuous product enhancements.

Senior Customer Success

• lead and manage complex client onboarding engagements
• ensure successful adoption of the Orion platform
• balance multiple projects and adapt processes to client needs
• drive client satisfaction through proactive risk management
• serve as a mentor and resource for junior team members
• contribute to continuous improvement of onboarding processes
• independently manage client onboarding engagements using GuideCX, Smartsheet, or related platforms
• track onboarding performance metrics such as timeline adherence, task completion, and client satisfaction
• coordinate cross-functional teams and align stakeholders to shared objectives
• identify risks, bottlenecks, and potential issues proactively; escalate and resolve as needed
• lead multiple onboarding projects simultaneously, balancing priorities effectively
• receive and analyze client feedback to recommend process improvements

Reporting Implementation Specialist

• Serve as a strategic partner and trusted advisor to state education agencies and internal stakeholders.
• Oversee statewide readiness and execution for the SAT Suite of Assessments.
• Lead design and facilitation of statewide data workshops.
• Ensure seamless delivery, comprehensive training, and actionable data use across states.
• Act as the liaison between key partner divisions serving state contract work.

Director, State Partner Success Manager

• Support the Sales organization with a variety of Sales Operations and CRM-related tasks, including reviewing, analyzing, and fulfilling business support requests
• Collaborate with cross-functional stakeholders to gather requirements, recommend solutions, and implement Salesforce enhancements aligned to business needs
• Design, build, and maintain Salesforce automations and process improvements, including flows, validation rules, approval processes, and other declarative tools
• Configure Salesforce to support business processes, including custom objects, fields, page layouts, record types, and security settings
• Assist with Salesforce administration activities, including user access support, territory alignment, account setup, and sales crediting requests
• Develop, maintain, and deliver standard and ad hoc reports, dashboards, and analytical insights to support decision-making and identify trends, risks, and opportunities
• Ensure data quality, accuracy, and integrity across Salesforce through monitoring, validation, and data management activities
• Support and troubleshoot day-to-day Salesforce issues, working with users to resolve problems efficiently and effectively
• Monitor system performance and existing processes to identify opportunities for optimization, scalability, and continuous improvement
• Stay current with Salesforce releases, features, and best practices; proactively recommend enhancements that improve business outcomes
• Create and maintain system, process, and technical documentation to support knowledge transfer, audit readiness, and long-term platform sustainability
• Participate in Jira-based work management using Copado, including UAT testing and, when assigned, implementing changes and promoting them through Salesforce environments

CRM Analyst

• Grow with an Ownership Mindset: Champion continuous learning and innovation, tackle real problems, create tangible solutions, and drive results.
• Collaborate with Peers and Leaders Alike: Work in a transparent and respectful environment where feedback flows freely.
• Experience a High-Performance Culture and Clear Purpose: Achieve specific goals with shared accountability, celebrating milestones and learning from challenges.
• Drive the onboarding process for new merchants joining ShipBob.
• Guide merchants to configure and optimize software and fulfillment services confidently.
• Swiftly address challenges and provide scalable solutions to our merchants, setting them on the path to sustained success.
• Establish and maintain communication with key stakeholders to set expectations for key deliverables, timelines, and milestones.
• Proactively identify potential project risks and help develop mitigation strategies.
• Conduct tailored training sessions for all stakeholders based on merchant needs and specific dashboard configurations.

Senior Merchant Implementation Manager

• Build deep, trusted relationships with a portfolio of high-value, strategic customers. Understand their business objectives and create customized strategies to drive value and achieve measurable outcomes.
• Champion the adoption of Maze solutions by proactively identifying opportunities for growth and recommending tailored use cases aligned with the client’s evolving needs and strategic priorities.
• Act as a consultant and thought partner to C-level executives and key stakeholders, providing insights that elevate their research practices and demonstrate the impact of Maze’s solutions on their business goals.
• Conduct regular, impactful Business Reviews to articulate ROI, deliver insights, and strengthen alignment with client leadership and budget owners.
• Serve as the voice of the customer within Maze, providing actionable feedback to product, sales, marketing, and support teams to continuously improve our offerings and align with client needs.
• Proactively identify challenges and provide creative, scalable solutions to ensure client success, leveraging internal resources and cross-functional collaboration.
• Partner with Account Executives (AEs) and Account Managers (AMs) to ensure renewals and identify expansion opportunities, contributing to both customer retention and revenue growth.
• Work closely with Sales, Product, Marketing, and Research Partner teams to deliver a cohesive, high-impact customer experience that reinforces Maze’s value proposition.

Strategic Customer Success Manager

• Guide customers through each phase of their Proofpoint journey, serving as a trusted advisor through specific activities aimed at providing realized value from their partnership with us.
• Create and maintain Customer Success Plans (CSP) for each of your customers that align with their strategic goals and leverages language meaningful to them
• Secure approval from your customers’ decision makers on the CSP’s content and timeline
• Meet regularly with customers for health checks to review product adoption and provide them with specific, actionable guidance on how they can get more value from what they already own
• Be a relentless advocate for customers to help ensure that Proofpoint deployments are successful
• Consistently gather feedback to identify trends and acting as the voice of the customer, provide that structured feedback to product management
• Identify At Risk customers that are not achieving their desired outcome and as needed, lead cross-functional efforts to get those customers back on track
• Engage appropriate team members from cross functional groups such as Sales, Marketing, Engineering, Support, and Professional Services to help address underlying causes of churn and dissatisfaction
• Learn and document your customers’ environment to ensure their success with the current tech stack and identify opportunities for new solutions to address their pain points or help them exploit new markets.

Customer Success Manager – High Touch

• Develop deep expertise in Snapsheet’s SaaS products to guide customers through implementations
• Lead end-to-end implementations for global insurance carriers
• Act as the primary project manager and day-to-day client contact, ensuring timely and high-quality launches
• Use a consultative approach to identify customer pain points, goals, and optimal platform configurations
• Create and manage implementation plans, including onboarding, training, integrations, and launch milestones
• Lead integration and configuration discussions with technical support as needed
• Identify opportunities for automation, engagement, and post-launch optimization using customer metrics
• Partner with training and Customer Success teams to drive adoption and ensure a smooth transition
• Drive proactive communication with customers and internal stakeholders
• Gather and translate customer feedback into product and enhancement recommendations
• Leverage competitive insights and best practices to improve client outcomes and grow the business

Strategy and Implementation Manager

• Implementation Project lead for planning, design, communication, and execution of scoped requirements
• Creation and utilization of customer project plans, risk identification and remediation planning
• Responsible for internal and external program documentation
• Effectively hosts project calls & discovery workshops with onboarding clients
• Develop and execute strategies to achieve workable customer solutions in line with company goals and scope requirements
• Ensure KPIs (Key Performance Indicators) are on target and effectively communicated to all levels of the organization
• Management of internal and external project expectations and communication
• Organization of customization scoping, documentation, tracking, and invoicing (as applicable)
• Ensures testing of application functionality alongside the Technical Implementation Specialist
• Successful team coordination of initial customer implementation and ongoing platform upgrades
• Manage a team of technical specialists responsible for platform build and project plan execution
• Responsible for overall project quality control throughout development, maintaining brightfin delivery standards
• Establish and maintain strong business relationships with internal and external teams
• Coordinates training and lifecycle transition stages internally and externally
• Identifies business value provided by the contracted solution; understands the business objectives of customers at various stages of the relationship to align services with those objectives
• Capture system or process enhancement opportunities; document and communicate enhancements to appropriate internal stakeholders for work/cost estimations.
• Maintains up to date brightfin application technical knowledge and industry best practices
• Ensures tools are in place for optimal operational efficiency based on brightfin initiatives.

Implementation Manager

• Build and scale a Client Success function from the ground up
• Define the vision, operating model, and execution of Client Success across the organization
• Establish how Lumelight drives client value, retention, and expansion
• Personally manage a portfolio of key clients and lead strategic accounts

Practice Leader, Client Success

• Define and execute the strategy for Tithely’s customer community, including engagement goals, customer value, and long-term growth.
• Own and manage the community platform and related communication tools.
• Develop and implement programs that increase customer participation, engagement, and advocacy within the community.
• Lead customer-facing communications during critical incidents such as outages, bugs, maintenance windows, and other high-impact events.
• Create and manage lifecycle messaging strategies that keep customers informed without over-communicating.
• Establish consistent messaging standards, tone, and communication cadences across customer touchpoints.
• Own and scale Tithely’s Voice of Customer program, transforming customer feedback into actionable business insights.
• Aggregate and analyze feedback from support tickets, surveys, NPS responses, community discussions, and direct customer interactions.
• Build reporting frameworks that surface trends across customer segments, products, and lifecycle stages.
• Partner cross-functionally with Product, Sales, Support, and Leadership to distribute VOC insights and influence decision-making.
• Track and communicate how customer feedback is acted upon to reinforce customer trust and engagement.
• Map and optimize the end-to-end customer journey, identifying opportunities to reduce friction and improve the customer experience.
• Partner with cross-functional teams to ensure customer experiences align with intended processes and company standards.
• Identify key moments that drive customer satisfaction, retention, and long-term loyalty.

Customer Engagement Manager

• Lead post-installation onboarding and project management for OR/Video integration systems.
• Deliver customized education, workflow optimization, and utilization strategies for clinical teams.
• Analyze usage data to drive adoption, performance, and product expansion opportunities.
• Conduct Quarterly Business Reviews with executive stakeholders to review key metrics and outcomes.
• Collaborate cross-functionally with sales, service, and product teams to ensure customer success.
• Continuously improve onboarding materials, documentation, and training programs.

• Manage a high-revenue book of business, driving growth and long-term retention across your merchant portfolio.
• Collaborate with internal leadership and teams to continuously improve and innovate the merchant experience.
• Source and close expansion deals within your merchant book of business.
• Manage contractual negotiations & renewals to secure long-term partnerships with our top merchants.
• Partner cross-functionally with internal stakeholders to continuously improve the merchant experience.
• Analyze merchant supply chains to identify performance opportunities, operational efficiencies, and risk mitigation strategies.
• Conduct quarterly business reviews, in-person, when possible, to build trusted and lasting relationships at all levels of the merchant business.
• Apply data and analytics to inform decisions, identify trends, and recommend strategic actions.
• Additional duties and responsibilities as necessary.

Lead Merchant Success Manager

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
• Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
• Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
• Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
• Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
• Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
• Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
• Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
• Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
• Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
• Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.

Customer Success Manager – Southeast US

• Provide premium client support through account management, denied claim recovery, and complex claims investigations to assigned clients
• Build and manage ongoing professional relationships with clients and stakeholders
• Ensure we maintain relationships at multiple levels within the client
• Provide insights to help drive consistent account placements from assigned clients
• Identify cross-selling opportunities for other Aspirion service and coordinate efforts with assigned sales executive
• Organize training for clients by assessing their needs and communicating with both client and Aspirion departments
• Communicate with clients to resolve escalated processing/protocol issues
• Conduct monthly operational reviews and quarterly business reviews with clients, on site if client preference
• Handle client complaints, provide appropriate solutions and alternatives within appropriate time limits; follow up to ensure resolution
• Communicate with internal departments to assist in resolving client issues, tracking the interactions using the internal systems provided
• Provide regular updates to clients regarding Aspirion’s contribution to their revenue
• Analyze trends and report on key performance indicators
• Identify and assess client needs to exceed expectations
• Interact with staff at all levels, sometimes under pressure; remain flexible, proactive, resourceful, and efficient, with a high level of professionalism and confidentiality
• Maintain HIPAA certification and compliance
• Provides client with feedback of systemic account issues
• Draft and send client visit memo to client detailing issues discussed and resolved during visits
• Include Aspirion success stories in memo
• Ensures any account projects are being worked in a timely fashion (e.g., provider relations spreadsheets, billing projects, etc.)
• Creates process for obtaining information and resolving issues with clients
• Create Processes and Protocols document for Aspirion Team to follow and review
• Requests system access credentials and assist with system access issues
• All other duties as assigned to maintain company standards and client protocols
• Performs other related duties as assigned

Client Success Manager

• Act as the main point of contact between customers and internal teams to address service needs and ensure business alignment.
• Identify and communicate client service requirements to cross-functional teams, ensuring effective execution and adherence to SLAs.
• Oversee the management and implementation of complex service solutions to ensure seamless customer program execution.
• Partner with account leadership on business transformation efforts to enhance service processes, operational efficiency, and financial performance.
• Lead and coordinate customer business reviews, offering strategic insights and recommendations for service improvement.
• Audit customer invoices, track outstanding accounts receivable (A/R), and facilitate timely issue resolution for financial accuracy.
• Maintain comprehensive documentation, including meeting notes and action items, to drive account performance and issue resolution.
• Collaborate with management to identify and convert growth opportunities into tangible results.

• Redesign the Onboarding Model (Primary Focus)
• Lead & Evolve the Implementation Team
• Build a Scalable Enablement Engine
• Create Training Content That Replaces Live Training
• Leverage AI & Automation
• Optimize for Efficiency & Outcomes
• Cross-Functional Partnership

Customer Enablement & Implementation Manager

• Provide accurate, timely, and professional service on all customer interactions, maintaining high standards for accuracy and customer satisfaction.
• Respond to inbound calls and emails from customers and internal partners using our support platforms.
• Assist with order inquiries, product information, and issue resolution throughout the order process.
• Collaborate with internal teams to ensure seamless communication and service.
• Maintain up-to-date knowledge of PCNA products and services.
• Resolve customer concerns professionally and in alignment with company policy.
• Offer creative solutions tailored to the customer’s needs.
• Document all customer interactions according to standard procedures.
• Navigate internal systems to access order details, pricing, and logistics information.
• Perform other related duties as assigned.

Customer Success Representative

• Become a Trusted Connector: Build and maintain meaningful relationships with members, Partner Suppliers, and prospective members to drive collaboration, and measurable participation.
• Drive Engagement and Results: Lead presentations, proposals, and strategy sessions with existing and prospective members. Identify member needs to drive growth, create outstanding member experiences, and consistently meet or exceed organizational goals.
• Make an Impact in Your Region: Travel within your assigned region (~50-75% travel) to understand member needs, gather insights that drive success, and expand NCTC’s reach by developing non-member prospects through referrals and proactive outreach efforts.
• Champion Innovative Solutions: Introduce NCTC’s capabilities and resources, provide tailored recommendations, and track adoption metrics for recommended solutions. Develop and share best practices with members, ensuring all activities adhere to NCTC policies, requirements, and standards.
• Spot Industry Opportunities: Stay ahead of trends and shifts in broadband and telecom to identify new ways NCTC and its members can grow, contributing to pipeline development and strategic initiatives.
• Promote NCTC’s Value: Represent NCTC at conferences, industry events, and in all professional interactions to enhance visibility and influence. Maintain accurate records of interactions with members and suppliers in NCTC’s CRM to evaluate success and identify areas for improvement.

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Implementation Manager

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Customer Success Manager

Lead Merchant Success Manager

Customer Success Manager – Southeast US

Client Success Manager

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Member Success Manager