• Provide leadership to a team of implementation engineers • Provide a learning and upskill plan for the team assuring they are always up to date on new products and features • Be the primary contact to ensure that client onboarding issues are tracked and managed through documented processes, reviews, prioritization, and communication across both EPS and our clients • Provide customer service to answer technical questions about how the product-service platform works, and to help resolve customer usage difficulties • Work with clients and our teams during and after product integration. It may require analyzing configurations and other documents for clues, and writing scripts. Additionally, it requires training customers how to use the product, running reports, and completing file transfers • Provide status updates on assigned program responsibilities to both product, sales, engineers, and operations teams • Manage both short and long-term goals for this team • Create and enforce policies, standards and supporting documentation for the Implementation Engineering function • Create/Enhance documentation for: standardized workflows, standard operating procedures, end-to-end testing, and checklists for implementation engineers • Lead Implementation Engineering projects from requirements, to design, to implementation, and to operations • Be an important participant for the upgrade/migration strategy to move all clients off of the classic platform to the new Connected Platform • Lead and navigate service requests on our custom front-end and back-end systems, and our linked third-party partner services • Manage client requests for the legacy platform until we migrate all clients to the new Connected platform • Resolve complex problems that have possible effects beyond your functional team • Client-facing by providing frequent updates to clients through Service Now