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Audience: Implementation partners delivering Uncountable implementations for end customers

What this is: A stage-based playbook you can use to run a high-quality Uncountable implementation, from kickoff through steady-state.

What success looks like: Clear roles, documented scope, predictable milestones, and a tested path to go-live.

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Treat each stage as a set of outcomes, not a rigid script.
Use the Owner / Purpose / Timing / Actions / Deliverables sections to plan work.
When a customer’s maturity is high, Partners may lead the work. When maturity is lower, Partners may support while Uncountable leads.

Partner
- Account Owner: Partner point person responsible for overall account success with the end customer (stakeholder alignment, governance, and escalation path). Aligns with Uncountable AM on health, risk, and executive communications.
- Implementation Lead: Partner point person responsible for day-to-day implementation execution (planning, working sessions, deliverables, and driving customer sign-offs).
- Implementation Analyst(s): Partner team members supporting delivery with documentation, requirements capture, data mapping support, in-platform configuration, test coordination, and maintaining issue and decision logs.
Uncountable
- Account Manager (AM): Owns commercial alignment, executive communications, timeline risk management, and escalation paths.
- Scientific Implementations (SI): Implementation methodology and platform configuration guidance. Consulted on stage outcomes, scoping approach, workflow design, and training enablement as needed.
- Implementations Engineering (IE): Engineering support for integrations, custom work, and technical constraints (as needed).
Customer
- Project Lead: Customer-side project manager and decision maker for scope, timeline, and sign-offs.

Role	RACI	Scope / notes
Uncountable Account Manager (AM)	Accountable	Customer health, timeline, and stakeholder alignment
Uncountable Scientific Implementations (SI)	Responsible	Implementation execution, configuration approach, and training readiness (Partner supports)
Uncountable Implementations Engineering (IE)	Responsible/Consulted	Responsible for integrations delivery when in scope, otherwise consulted on technical feasibility
Partner Account Owner	Consulted	Partner-side governance and escalation support
Partner Implementation Lead	Consulted	Supports working sessions and delivery under Uncountable-led approach
Partner Implementation Analyst(s)	Consulted	Documentation, issue and decision logs, test coordination, and deliverable tracking support
Customer Project Lead	Accountable	Customer-side resourcing and sign-off

Role	RACI	Scope / notes
Partner Account Owner	Accountable	Partner-side governance, escalation, and overall account success
Partner Implementation Lead	Responsible	Implementation execution and customer working sessions
Partner Implementation Analyst(s)	Responsible	Delivery support: documentation, issue and decision logs, test coordination, and deliverable tracking
Uncountable Account Manager (AM)	Accountable	Customer health, timeline, and stakeholder alignment
Customer Project Lead	Accountable	Customer-side resourcing and sign-off
Uncountable Scientific Implementations (SI)	Consulted	Implementation approach, configuration best practices, and training readiness
Uncountable Implementations Engineering (IE)	Consulted	Integrations and technical feasibility

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Stage 1 — Kickoff and Account Setup

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