Implementation Lead

About the role

As an Implementation Lead for Spain, you'll work efficiently and effectively with our Uber for Business customers and be responsible for the successful and flawless launch of new accounts within the Uber for Business platform. You'll support our Sales and Account Management teams to drive revenue growth, operational excellence, and second-to-none customer service.

We're looking for sharp, highly motivated individuals to join our team! As an Implementation/ Onboarding Lead, you'll work effectively with our top clients and be responsible for the success of client launch and implementation. You will aim to set our clients up for maximum adoption, usage, and future growth on the platform. You'll support our Enterprise and Mid-Market sales teams to drive revenue growth, operational excellence, and second-to-none customer service.

This is a hybrid role - our team collaborates in-person out of our incredible offices on Tuesdays, Wednesdays, and Thursdays. We encourage our employees to work from our office on additional days if they desire to do so.

What You'll Do

• Work with our customers and internal teams to understand the needs and goals of each customer. Use this understanding to create mutually beneficial goals and influence the customer.
• Create a strategy for a seamless launch and implementation that enhances employee adoption and usage - continuing to supervise for 2-4 months post-launch and provide data-based recommendations for improvement.
• Communicate effectively and manage internal and external stakeholders by setting and managing timelines and project plans for implementation.
• Ensure customers are properly trained - Create a video or written collateral, host office hours, and/or facilitate training with customers on how to navigate the tools and programs.
• Complete tactical and technical account set-up - including assisting with the setup of API, SFTP, or expense integrations and submitting Monthly Billing Applications to finance.
• Collaborate with cross-functional teams including product, marketing, and customer support to ensure a smooth onboarding and strong client experience. Think creatively about how we can solve problems and mitigate them from happening again
• Demonstrated experience in managing internal stakeholders, including those at a higher  Comment start seniority level, with the ability to maintain one's position effectively.

Basic Qualifications

• Min 3 years of experience in B2B client implementation, onboarding, project management, customer success, or a similar client-facing role, ideally within a technology, SaaS, payments, travel, or platform business.
• Experience owning client implementations end-to-end, from kick-off and requirements gathering through configuration, launch, training, and post-launch adoption.
• Proven ability to manage multiple client implementations/projects simultaneously, including project plans, timelines, dependencies, risks, and deliverables.
• Strong external stakeholder management skills, with experience working directly with client decision-makers and influencing customers when priorities or expectations need to be challenged.
• Strong internal stakeholder management, including the ability to influence and push back effectively with Sales, Account Management, Product, Operations, and other cross-functional teams.
• Comfortable working with data and performance metrics to identify issues, measure adoption, and make recommendations to customers.
• Experience working with technical or systems-based implementations. Candidates should be comfortable discussing integrations and troubleshooting with technical teams; exposure to APIs, SFTP, expense integrations, or similar systems is preferred.
• Strong written and verbal communication skills, including experience training customers and presenting to stakeholders.
• Able to operate independently in a fast-paced environment, prioritising multiple customers and resolving implementation issues with limited supervision.

Preferred Qualifications

• Strong prioritization skills - able to manage your time effectively, prioritizing high-value clients, while working with multiple customers to deliver on goals and improve processes.
• Outstanding interpersonal skills, both written and verbal communication, and strong group facilitation skills.
• Outstanding organizational skills and the ability to balance your attention to detail with swift execution - we need to do things quickly and seamlessly.
• Speed, resourcefulness, and a go-getter attitude. Be agile and thrive when operating in new spaces and fast-paced environments.
• The drive to contribute to a positive team environment and collaborate by always sharing strategies with your peers.
• Tech-savviness. You'll be using multiple systems in your role, and Salesforce experience is a plus.
• Excellent communication and collaboration abilities