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Act as a strategic partner across departments including Sales, Product, and Customer Success
Ensure alignment on complex client objectives from pre-sale through ongoing support while leading cross-functional initiatives to optimize the implementation process
Take ownership of the implementation lifecycle for complex, multi-location, and high-value enterprise accounts
Develop tailored implementation strategies to meet each client's unique requirements with a focus on maximizing value, driving platform adoption, and achieving ROI
Take ownership of designing, organizing, and delivering comprehensive onsite training sessions for key clients
Tailor training content to address each client's specific needs, ensuring full platform adoption and alignment with their business goals
Lead the strategic planning, scheduling, and resource management of high-stakes implementation projects
Anticipate and manage cross-functional dependencies while proactively identifying risks and taking ownership of solutions to keep projects on track
Actively contribute to the onboarding and training of new team members
Share best practices, insights, and technical expertise to accelerate their development while serving as a mentor through the complexities of enterprise implementations
Requirements
4+ years of experience in customer-facing roles such as implementation, onboarding, account management or support – ideally within SaaS or hospitality
Experience leading complex or Enterprise implementations, including multi-location or high-value customers
Strong project management skills, with a proven ability to manage multiple workstreams, stakeholders, and deadlines
Excellent written, verbal, and presentations skills – with the ability to communicate technical concepts clearly to non-technical audiences
A consultative, solutions-oriented mindset and experience building trusted relationships with senior customer stakeholders
Comfort operating in ambiguity, influencing without authority, and adapting quickly as priorities evolve
Familiarity with tools such as Salesforce, Zoom, Smartsheet, Google or similar project management and CRM platforms