• Own Complex Implementations • Lead net-new implementations, expansions, and one-time workshops across mid-market and enterprise customers • Manage multiple concurrent customers with varying levels of complexity, readiness, and stakeholder alignment • Serve as the primary point of ownership from kickoff through graduation and handoff to CS • Navigate Ambiguity & Mis-Scoping • Diagnose root causes when projects stall, scope shifts, or customer expectations evolve • Independently sequence work, make tradeoffs, and adjust plans to protect outcomes and timelines • Set and reset expectations clearly with customers and internal partners • Drive Adoption & Time-to-Value • Ensure customers not only launch, but understand *why* Common Room matters and *how* to use it effectively • Lead change management efforts to support durable adoption across teams and roles • Identify early risks to adoption and escalate strategically before issues become escalations • Lead Executive & Cross-Functional Conversations • Confidently facilitate exec-level and director-level customer conversations • Partner with Sales, CS, RevOps, Product, and Engineering to align scope, sequencing, and success criteria • Represent Services with credibility and clarity in customer and internal forums • Contribute to Services Maturity • Share learnings, patterns, and feedback that improve delivery quality and consistency • Help refine playbooks, templates, and best practices based on real customer experience • Model strong judgment and ownership for less-tenured IMs