- Lead end-to-end implementation programs for key B2B customer accounts, from kickoff through go-live and stabilization.
- Develop implementation plans, success milestones, governance structures, and deployment roadmaps aligned to customer objectives.
- Act as the customer’s trusted advisor, building strong relationships with executives, operational leaders, and project stakeholders.
- Translate customer goals into actionable, phased plans and guide them through organizational and process change.
- Define measurable success criteria and adoption targets together with Account Management and Customer Success.
- Coordinate training, enablement, and change management activities to accelerate time-to-value and user adoption.
- Organize and facilitate steering committees and executive governance meetings with clear status, risks, and decision requests.
- Identify risks and dependencies early; own mitigation plans, issue resolution, and escalation across customer, product, engineering, and third parties.
- Partner with Product, Engineering, Customer Care, and Sales to align customer requirements, roadmaps, and solution design.
- Produce professional KPI-based reporting and documentation; continuously improve implementation methodologies and best practices.
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