Lead the customer implementation process end to end, serving as the primary technical point of contact to ensure on-time delivery and a smooth onboarding experience across the entire SaaS product suite.
Gather detailed customer requirements and accurately convert them into comprehensive system configurations across multiple product lines to achieve the client's desired outcomes.
Organize and lead effective internal and external project meetings, proactively communicating expectations, procedures, and requirements to all stakeholders.
Technical Configuration & Integration
Execute and manage the hands-on back-end technical setup, customization, and configuration of diverse SaaS systems and solutions.
Coordinate with third-party software vendors to acquire necessary technical details and secure required resources for complex system integrations.
Validate the correct implementation and intended functionality of all technical components, ensuring seamless communication between internal systems and external integrations.
Quality Assurance & Troubleshooting
Perform rigorous quality assurance (QA) and thorough testing of product functionality and performance metrics prior to project closure and official launch.
Resolve real-time technical product issues encountered during onboarding, utilizing critical thinking to troubleshoot and perform back-end adjustments.
Review customer inquiries, research complex technical issues, and provide timely resolutions or escalate to management and engineering when necessary.
Customer Enablement & Cross-Functional Collaboration
Serve as a subject matter expert (SME) on the platform, advising customers on how to maximize the value of their services and providing solutions for potential obstacles during live calls.
Act as a critical liaison between the customer and internal product/engineering teams, advocating for customer-requested enhancements to drive continuous product improvement.
Manage ongoing project documentation, including the creation, maintenance, and distribution of internal Standard Operating Procedures (SOPs) and knowledge resources to enhance service quality.
Supplementary Product Support (Telephony)
- Handle supplementary telecommunications tasks as needed, including managing toll-free and local number inventory, performing routine audits, and executing off-program workflows in accordance with carrier protocols and internal SOPs.
- What You’ll Bring
- An associate's degree or equivalent training, plus at least two (2) years of professional experience in a Project Management, Implementation, or Technical Configuration role.
Demonstrated ability to successfully manage a high volume of simultaneous, ongoing implementation projects and competing priorities.
Strong technical aptitude with a proven ability to quickly learn new SaaS technologies and master basic to intermediate product features in a fast timeframe.
Exceptional problem-solving skills, with the ability to identify complex technical issues and evaluate, recommend, and implement back-end solutions.
Intermediate to advanced proficiency with MS Office Suite and Google Workspace; experience using tools to track project deliverables and milestones.
Flexible and adaptable to changing time zone requirements necessary to support internal and external customers.
Preferred Qualifications / Nice-to-Have
Practical experience with technical SaaS software configuration and managing complex system integrations.
Familiarity with hospitality systems, specifically Property Management Systems (PMS) such as Opera, roomMaster, or Maestro.
Previous experience with telephony-related products, network routing, or telecom configuration.
- Experience with project management and support software such as Zendesk, JIRA, Asana, Rocketlane, Salesforce, and SendGrid.
- People Describe You As
- Extremely detail-oriented: You excel at following established practices and ensuring that your technical configurations are carried out with absolute precision.
A master communicator: You are highly effective at building rapport with customers and internal teams alike. You do not hesitate to jump on a call with a customer to explain a technical setup, test an account, or troubleshoot an issue.
Flexible and fluid: You excel at managing multiple projects with unique needs, recognizing and applying patterns to drive efficiency. You thrive on finding innovative solutions to challenges as they arise.
Proactive and organized: You easily prioritize competing responsibilities to ensure timely completion. Whether contacting a colleague for missing integration details or updating documentation, you identify the need and take action.
