• Provide multi-faceted services for customers including: new implementation; solution optimization design and implementation; packaged services; product and services expansion projects • Engage in customer kick-off meetings: review project expectations, deliverables, and training timelines • Build formal and informal relationships with customers and internal team members • Monitor and deliver to a mutually agreed project plan and implementation timeline • Gather and create accurate requirements for software configuration designed to meet the true business needs of the customer • Gather information, research and manage customer support requests from creation to completion • Communicate appropriate options for resolution and status in a timely manner • Collaborate with Support Services to resolve customer support requests • Manage timelines and deliverables with internal departments and customers • Conduct workshops • Implement and test software configurations • Travel to customer sites as required • Provide on-site support at go-live events • Utilize and enhance our Delivery Practice, PMO and the Plex Knowledge Management System