• Lead end-to-end implementation process for new customers, ensuring timely and successful onboarding • Coordinate cross-functionally with internal teams to deliver seamless onboarding experiences • Own Time to Value (TTV) metrics and drive continuous improvement in implementation timelines • Support clean handoff from sales and to post-sale team, ensuring all necessary documentation and context is transferred • Drive activities that directly support customer retention and expansion opportunities • Identify and communicate upsell or cross-sell opportunities during the implementation phase • Establish expectations that set the tone for long-term customer success through active listening and staying present in every customer interaction • Understand customer pain points and work to resolve issues promptly; provide solutions when presented with issues in customer meetings • Translate customer needs effectively to internal audiences • Mitigate churn risk by ensuring customers achieve early wins and value realization • Manage escalations by pulling in appropriate resources from Motivity and customer organizations • Navigate complex and ambiguous situations with confidence, even when immediate answers aren't available • Track implementation timelines, milestones, and deliverables using CRM systems • Maintain accurate and up-to-date project documentation throughout the implementation lifecycle • Contribute to building out knowledge base documentation for ongoing process improvement • Ensure all stakeholders are informed of project status and any potential risks • Demonstrate high level of accountability for project outcomes and customer success • Deliver engaging and effective training sessions to customers of varying technical skill levels • Make sense of complex product features and translate them into clear, actionable guidance for customers • Serve as a dynamic presenter with strong “classroom management” skills, fielding questions while keeping sessions on track • Support timely responses on clinical questions related to Electronic Data Collection and ABA workflows • Monitor adoption metrics and proactively address barriers to full platform utilization