• Assign new sales direct to implementation specialists for smooth delivery. • Ensure follow-up and responsive outreach to customers throughout. • Be willing to meet with customers to explain our onboarding process, clarify their scope, timeline, and next steps, ensuring a clear understanding of expectations. • Maintain clear and timely communication with customers, addressing any concerns or questions and providing necessary resources and support. • Consistent updates to Salesforce cases on customer outreach, notes from calls, etc. • Facilitate a seamless transition of customers to their assigned implementation specialist. • Manage 5-10 employees, conducting recurring 1:1 check-ins, managing their workload and helping improve their skillsets, where needed. • Work with other Services leaders to implement new processes and workflows to the delivery team. • Monitor implementation KPIs (such as time-to-live, customer satisfaction, onboarding health score, etc.) and continuously improve processes. • Document implementation processes and contribute to playbooks and internal knowledge base. • Work closely with Sales during pre-sales and transition to align on customer needs and expectations. • Provide feedback to Product, Sales, and Engineering based on onboarding trends and needs. • Train new hires for the Implementation team. • Assist team members with escalated matters and be the first (or second) point of escalation.