• Lead customers through the full implementation lifecycle — discovery, configuration, integration, testing, training, launch, and early adoption. • Translate customer goals into platform configuration and project deliverables. • Guide customers through best practices for engagement, communication, and long-term programme success. • Build trusted relationships and provide ongoing project leadership post-launch. • Lead multiple customer implementation projects simultaneously, ensuring on-time and high-quality delivery. • Develop and maintain detailed project plans, timelines, and status reports using agile methods. • Own customer onboarding and platform configuration based on business requirements. • Deliver training sessions for administrators and key customer stakeholders. • Establish strong customer relationships and maintain clear, proactive communication throughout the project lifecycle. • Oversee technical components such as integrations, custom features, data migrations, and special projects. • Work with product, engineering, and the programme office to coordinate technical workstreams. • Support and coordinate User Acceptance Testing (UAT) and ensure issues are resolved prior to launch. • Identify, track, and escalate software bugs or configuration issues in staging and production environments. • Partner with Sales and Customer Success to ensure alignment between customer objectives and product capabilities. • Provide support to internal teams by explaining product features, configuration options, and customer-specific setups. • Maintain up-to-date knowledge of the platform and related systems (e.g., integrations, APIs, analytics).