Implementation Specialist

About the role:

The Implementation team is responsible for the onboarding of all our Premium and Pro customers on the TravelPerk platform. The Implementation team takes new customers from signup to launch, providing administrative, technical, and educational support to maximize the client’s experience with the TravelPerk platform. 

You will ensure that new clients are fully prepared to use TravelPerk to book their business travel, in both technical configuration and user readiness. You will configure client accounts to their specifications & requirements and set them up to meet client needs. You will also coordinate, tailor, and perform training sessions with Admins, Travelers and other key client stakeholders to optimize their use of TravelPerk, as well as provide client-specific recommendations for how they execute their rollout, guiding their implementation and roll-out timeline, and internal communications. 

The Implementation Specialist role requires strong project and change management skills, and excellent problem solving skills. This role requires keen attention to detail, creativity in solutioning, and proactivity to identify areas where they can provide improvements to their clients & their internal team. 

Implementation specialists work across multiple teams in a collaborative environment both internally & externally, manage key internal and external stakeholders, and use change management to drive successful client rollouts and enable long term success. 

What you'll be doing:

• Providing the first impression of TravelPerk to all customers in your portfolio and serving as the first point of contact for clients during the implementation process.
• Carrying out consultative conversations with customers to collect their requirements. 
• Answering client requirements with your experience & data driven best practice recommendations.
• Managing the rollout of a new platform for your clients; providing guides, templates, and recommendations to the client for how to ensure adoption & long term success of the platform.
• Coordinating & conducting training sessions for newly onboarded customers, including executive level stakeholders and company wide training.  
• Providing technical support to clients as they set up integrations to marketplace partners or custom built API solutions. 
• Validating client configuration & account satisfaction by monitoring client booking behavior post-implementation & proactively offering support or recommendations.
• Collaborating with multiple different departments in the TK organization, including within the Revenue organization (Sales & Account Management), Product, Builders (Engineering), & Finance. 
• Analyzing completed implementation work to find ways to improve your own process & that of the team. 
• Embracing a pattern of execute, assess, improve, repeat & evolving as the team & organization evolves. 

What we look for:

• A customer first mentality - you’ll focus on ensuring a smooth onboarding for your clients and must understand what they need to be a happy customer for the long term.
• Proven track record of successfully managing and delivering complex projects in a fast paced environment.
• Demonstrated ability to work with c-level stakeholders to collect their requirements and or concerns in a clear, concise, and professional manner.
• Ability to develop relationships with all levels of the organization, both internally and externally, and adapt communication & approach accordingly.
• Proactive approach to making recommendations to both clients & internal stakeholders.
• Willingness to seek out ways to improve & a mindset of continuous improvement.
• Excited by challenges and have a personal drive to make a difference.

What do we offer?

• 💰 Competitive compensation, including equity in TravelPerk
• 🌴 Generous vacation days so you can rest and recharge
• 💊 Comprehensive benefit plans covering medical, dental, vision, life, and disability with coverage from your start date
• 💼 Financial benefits like 401k or Roth with company matching, and HSA or FSA plan
• 💪 Subscription to Wellhub, the gym benefit
• 👶 Family services that include adoption benefits and paid parental leave from 12 to 16 weeks
• 🏢 Global presence and hybrid working style
• 🥳 Unforgettable TravelPerk events, including travel to one of our hubs
• 📚 Learning and professional development opportunities
• 💙 SpringHealth - a mental health support tool with access to therapists year round
• 📈 Exponential growth opportunities
• 🫶 16 paid hours per year to volunteer for a cause of your choice
• 🌎 "Work from anywhere" allowance of 20 working days per year

Compensation and Benefits:

Compensation for this role is a combination of salary, commissions, and stock options. The base salary is $75,000 and the on target variable earnings are $10,000. The commission structure will be tied to the achievement of revenue & retention targets.

How we work

Our Vision is for a world where TravelPerk is the platform for human connection in real life (IRL). We take an IRL-first approach to work, where our team works together in person 3 days a week. As such, this role requires you to be within commuting distance of our Boston or Chicago hub. We fundamentally believe in meeting in real life to improve connectivity, productivity, and creativity, ultimately making us a great workplace.

At TravelPerk, we prioritise experience and potential over academic qualifications for this role. We believe that talent and ability aren't always reflected in formal credentials.

TravelPerk is a global company with a diverse customer base—and we want to ensure that the people behind our product reflect that. We're an equal opportunity employer, meaning you're welcome at TravelPerk regardless of your appearance, where you're from, or anything else that makes you.

You can check about our values here and see our IRL approach in this video.

Read more about our latest updates here.