Implementation Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee enterprise, host agency, API/white-label, and business development partner rollouts from start to finish.

• Manage implementation projects from the handoff of contracts through onboarding, launch, and user adoption.

• Lead kickoff meetings, data migration efforts, parallel testing, training sessions, and the go-live process.

• Establish customer timelines and milestones, drive activation initiatives, and monitor adoption rates.

• Conduct weekly partner status meetings, maintain risk management lists, and escalate significant issues as needed.

• Coordinate technical onboarding with partner IT departments and Travefy's Engineering or Account Management teams.

• Take ownership of data migration, field mapping, and the setup of bulk accounts, teams, billing, and subscriptions.

• Address SSO troubleshooting and respond to technical inquiries from partners.

• Design and facilitate client and team onboarding training, staff training sessions, webinars, and office hours.

• Draft agent communications for large-scale rollouts and manage the coordination of welcome emails.

• Develop a standard implementation playbook, which includes API and white-label procedures.

• Define handoffs and service level agreements (SLAs) from Sales through Implementation, Strategic Accounts, and Customer Experience.

• Contribute to the development of Travefy's services portfolio, beginning with migration projects.

• Collaborate with account management, leadership, Sales, Product, Engineering, Revenue Operations, and Customer Experience teams.

⛳️ Requirements

• A minimum of 2 years of experience as a technical implementation specialist, technical account manager, or technical project manager in a SaaS environment, with a focus on project management for implementations or onboarding.

• Practical experience with integrations and APIs, data migration, field mapping, bulk setups, SSO, and administrative tools.

• Proven ability to manage complex projects involving multiple components and teams.

• Experience in creating standardized playbooks and processes.

• Strong skills in cross-functional coordination and risk management.

• Comfortable presenting and training customers effectively.

• Highly organized, articulate in writing, and focused on customer satisfaction.

• Previous experience in the travel industry, particularly with host agency operations and back-office systems, is a significant advantage.

• Familiarity with implementing API or white-label partnerships, or establishing a services offering like data migrations, is a plus.

• Experience in crafting customer communications for large user groups is a plus.

• Must not require immigration sponsorship and must possess work authorization to be employed in the United States.

🏝️ Benefits

• Flexible Time Off plus an Annual Travel Stipend.

• Health, Dental, and Vision insurance for you and your family.

• 401(k) plan with automatic contributions from the company.

• Annual team retreats to exciting destinations.

• Technology resources, learning budgets, and more!

• Remote work options or hybrid office flexibility.