• Translate customer business and/or training requirements into functional and technical requirements to be realized within the TotaraGov product • Support of implementations including assisting with configuration, customized plugins and integration of the Totara product • Manage client upgrades to new version releases including upgrade, regression testing, and remediation • Empower continued client success through the delivery of ongoing enhancements and plugin development • Provide production support through the review, troubleshooting, and resolution of support requests • Work closely with DevOps, Security and Infrastructure teams to ensure compliance with current standards and guidelines • Develop documentation for both technical and business level resources • Support sales team members with new business pursuits through the translation and estimation of prospective client's training requirements into functional Totara solutions that drive business value • Deliver “quick win” scripts/tools and lightweight automations that reduce repetitive work and improve customer outcomes (in partnership with engineering for heavier lifts). • Use AI-assisted workflows to accelerate solutioning, scripting, and testing—without entering sensitive customer/government data into unapproved tools. • Partner with Engineering for escalations and longer-horizon product changes; this role primarily delivers customer-specific implementation work and extensions rather than owning core product roadmap delivery.