• Own the end-to-end customer implementation experience, including pre-sale technical evaluations, proof-of-concept support, and post-sale onboarding • Ensure Implementation Engineers deliver high-quality, white-glove technical integration support to prospective and newly sold customers • Establish clear engagement models and handoffs between Sales, Technical Services, and Customer Success • Oversee the delivery of tailored customer training programs designed to help clients effectively utilize Chartbeat products • Ensure training engagements align to customer goals, use cases, and stages of product maturity • Drive consistent product understanding and “aha” moments that reinforce customer value • Lead, coach, and develop a team of Implementation Engineers and Customer Training & Enablement Managers • Define clear role expectations, performance standards, and development paths across the team • Foster a culture of accountability, empathy, and continuous improvement • Design and maintain scalable implementation and training frameworks, documentation, and best practices • Identify gaps and inefficiencies in onboarding and training workflows and drive continuous improvement • Use delivery insights and customer feedback to refine programs and improve outcomes over time • Partner closely with Customer Success to support strong post-onboarding adoption and retention • Collaborate with Sales on technical readiness during trials and early-stage customer engagements • Work with Product and Support to surface recurring implementation challenges and inform improvements