• Lead customers through all technical setup and configuration tasks and ensure each item is completed accurately and on time • Serve as the primary technical and training contact for customers and internal stakeholders throughout the implementation • Configure and troubleshoot user provisioning and flat file configurations, SSO configurations such as SAML, LMS and SIS integrations, and API-based applications • Review and interpret scripting and configuration languages such as JavaScript, JSON, HTML, and CSS to identify and resolve issues • Perform thorough initial troubleshooting before escalating a technical concern and follow established procedures when escalation is required • Travel to customer locations when in-person work is needed (generally less than 20%) • Deliver clear and engaging training sessions for both technical and non-technical customer teams to help them become confident users of the Pathify platform • Explain technical concepts such as the basics of Pathify’s middleware, how user provisioning is structured, and the wide variety of integrations commonly used in higher education • Update training materials or implementation resources when assigned or when improvements are identified • Adjust communication and teaching style based on the customer’s experience level and learning needs • Provide best-practice recommendations by understanding the customer’s vision, goals, and intended student experience, and guide them toward approaches that strengthen platform adoption and engagement • Build positive, professional relationships with customers and represent the Implementation team with clarity and respect • Work closely with the Project Manager to ensure aligned progress, shared updates, and accurate customer expectations • Document technical configurations, task completion, and status updates to support continuity and long-term customer success • Collaborate with Implementation, Support, Product, and other internal teams as needed to ensure a smooth customer experience • Follow all internal operational guidelines and expectations • Identify and communicate customer needs, risks, or recurring issues to the appropriate internal teams • Perform other duties as needed to support customer success and Pathify’s goals