• Partner with Sales/CS to ensure identified candidates are migration eligible (if applicable) • Actively participate in customer implementations, providing hands-on guidance for both new customers and those transitioning from the classic ICANotes program. • Track customer touchpoints in Zoho and liaise with other internal teams to ensure milestones are met • Serve as the escalation point for complex implementation challenges. • Design, refine, and implement workflows to improve the efficiency and effectiveness of the implementation process. • Collaborate with cross-functional teams (e.g., product, support, training) to identify and resolve process bottlenecks. • Ensure a seamless onboarding experience, addressing customer concerns promptly and effectively. • Monitor and act on customer feedback to enhance implementation quality and satisfaction. • Track and report implementation progress, success metrics, and challenges in regular meetings and to leadership. • Ensure implementation timelines, quality benchmarks, and customer satisfaction goals are consistently met. • Develop a handoff process for post go live customers to transition to the Account Management team.