Implementation Specialist

Role Overview

• Provide excellent customer service to your customers
• Leverage your deep product expertise to share best practices on how your customers may maximize value from their investment in TravelBank
• Acquire technical product knowledge through training, self-directed research and testing, and internal consultation
• Lead client-facing kick-offs, requirement gathering sessions and configuration review meetings
• Partner with internal and external technical teams to coordinate custom integration work
• Report on project status and blockers to Customer Success leadership during weekly meetings
• Train clients to a point where they are able to operate self-sufficiently and confidently on TravelBank’s platform
• Conduct webinars and group training sessions to onboard our smaller, more independent customers
• Share innovative ideas with peers and leadership on how to further enhance our thinking and focus on operational efficiency and innovation
• Cross-functionally collaborate with the Customer Success Management team to understand the client needs and requirements to ensure a timely and complete implementation process

Requirements

• 5+ years of implementation, customer success, or customer support experience
• Meticulous attention to detail such as workflow and processes
• Knowledge of accounting/finance systems (e.g., Netsuite, Sage, QuickBooks) and accounting practices (e.g., monthly close, expense management, audit processes) preferred.
• Strong interpersonal skills including clear communication and collaboration; ability to coach and train customers effectively
• Competence and comfort presenting to C-level executives
• Highly organized individual with the ability to handle multiple projects simultaneously on tight timelines
• Growth mindset with drive to continuously improve
• Bachelor’s degree, or equivalent work experience
• Typically eight or more years of relevant experience

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law