As an Enterprise Launch Manager on the Customer Success team, you will be responsible for the successful implementation of our travel and expense platform with a portfolio of Enterprise customers. You will play an integral part in ensuring our customers have a smooth and seamless onboarding experience by acting as the global project manager and technical point-of-contact through launch. This role will drive cross-functional partnerships with various internal teams - Sales, Support, Marketing, Product, Engineering, and Finance.

This role does require experience working with one of the following: month end close experience preferably with cloud based ERPs, experience implementing or administering expense programs or corporate card programs. 

• Own implementation success from project kickoff to go-live, leveraging strong project management skills and deep product knowledge.
• Build and execute detailed project plans, own project activities, work with other team members to execute on project deliverables to ensure on time, high quality deployments.
• Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis, and create and maintain process documentation / work instructions
• Partner with Customer Success as a customer-facing consultant to drive complex, multi-stakeholder global implementations across industries to understand the customers’ business and technical needs related to the implementation and adoption of our platform
• Lead the discovery process for qualifying and creating a solution that solves customers objectives to integrate product features into existing workflows 
• Assist customers in navigating the technical aspects of the onboarding process and identifying when to best utilize the Technical Resource Manager
• Understand and document customer pain points, advocate for them internally to influence product changes.
• Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period

What You’ll Do:

• Serve as a company and implementation subject matter expert
• Act as a trusted advisor for customers, guiding them through the implementation ensuring they leverage and apply the companies best practices 
• Develop and optimize enterprise training programs including written and video collateral.
• Identify and work with sales on pre-engagement opportunities and RFP’s
• Collaborate with Sales, Product, Operations, Travel Experience/Support, Consulting & Supply, and Customer Success in order to meet existing, new, and future customer needs
• Create, maintain and communicate plans and progress to PM.
• Develop tailored training programs including hosting remote or on site training, creating training materials and standard operating procedures.
• Provide an excellent customer experience through high-quality communication and interactions.
• Act as the key Project Manager ensuring accurate completion of numerous implementation tasks.
• Identify areas for improvement in the customer experience, both in our product and processes.
• Advocate for customer needs and issues cross-departmentally.

What We’re Looking For:

• 4+ years in project and account management or implementations where you have had to advise clients, build strategic relationships, implement and onboard complex customers, and run multiple efficient projects at once. 
• Experience implementing or administering expense programs and/or corporate card programs
• Experience with month-end close experience, preferably with cloud based ERPs (e.g. NetSuite, Sage Intacct, Quickbooks Online)
• You are a hyper-effective person who can dig into the weeds, pull up to connect back to strategy, and generally “gets stuff done.”
• Understanding the unique business requirements of customers within multiple industries and translating/presenting those needs into a compelling vision and roadmap for our customers.
• Solid oral, written, presentation and interpersonal communication and relationship skills.
• Proven time management skills in a dynamic team environment.
• Ability to work as part of a team to solve problems in dynamic, energizing environments.
• Inquisitive, practical and passionate about technology and sharing knowledge.
• Likes to be the first to know something and to understand why and how things happen.
• Good at explaining ideas and finding ways to keep people’s attention.
• Willing and able to travel to visit customers and prospects
• CPA Preferred

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