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Implementation Specialist
As a Software Implementation Specialist, you will manage multiple projects for professional property managers who operate their vacation rental businesses using our SaaS products. These products provide our customers with the tools they need in order perform day-to-day operations, everything from accounting, to managing bookings, managing websites, housekeeping and much more.
Implementation Specialists take a partner approach to ensure a successful onboarding and launch of our software by setting clear expectations a from pre-implementation discovery through implementation completion and handoff to Product Support. This includes collaboration with others on the Implementation Team, our Training Team, API Team, and Customer Experience teams.
What you’ll do:
Follow team SOPs to deliver a standard, positive implementation experience to new Escapia customers
Serve as dedicated point of contact for implementation project results and coordination including software setup/configuration, scheduling training session, coordination with API support and third-party integrations as applicable
Communicate with the customer’s primary point of contact and team throughout the implementation project using Basecamp with additional documentation of communication following team SOPs
Engage new customers in pre-implementation work such as requirements gathering, assisting with partner vendors, and aligning with internal and external stakeholders
Work closely with dedicated Software Implementation Trainers, communicating and collaborating on customer projects daily as needed
Track project progress, achievements, and customer communication using tools such as Smartsheet, Salesforce and Basecamp
Identify and monitor software development issues in Salesforce and JIRA, as needed, until resolution, coordinating with Tier 2 support and other teams as appropriate
Ensure timely facilitation of integration with company teams such as Product Support, API Support and Vrbo distribution/Global Partners Services
Ensure best practices for software cutover and post cutover follow up. Primary activation responsibilities include coordination with partner vendors for customer websites, credit card processing, and distribution services
Report progress in weekly team meetings
Conduct needs analysis with team supervisor to resolve appropriate implementation requirements for non-standard projects
Identify and refer raised concerns to team supervisor or manager and assist with troubleshooting or escalating as appropriate
Participate in team meetings and contribute feedback toward continual process improvements within the Implementation Team
Provide suggestions on products, issues, and procedures to refine the implementation customer experience
Who you are:
Exhibit strong project management skills to guide customers through a smooth software implementation process from start to finish
Ability to coordinate successfully among multiple internal and external teams
Communication skills to obtain knowledge of client needs, understanding of client questions and maintaining appropriate client expectations
Assist with clarifying and confirming the appropriate setup for customer needs
Delegate tasks and maintain appropriate timeline among teams to ensure timely project completion
At least 3 years of proven experience in implementation, client services project management, or onboarding/engagement management
Experience working within a software business preferred. Internet, property management, or travel industry experience preferred
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At Expedia Group, we believe in bringing people together and creating an inclusive workplace where everyone belongs and can do their best work. We care about our employees’ safety and wellbeing, so we’re requiring new hires in the U.S. to be fully vaccinated against COVID-19 and present acceptable proof of vaccination before their start date as a condition of employment. Expedia Group will consider requests for a reasonable accommodation as required under applicable law.
About Expedia Group
Expedia Group (NASDAQ: EXPE) powers travel for everyone, everywhere through our global platform. Driven by the core belief that travel is a force for good, we help people experience the world in new ways and build lasting connections. We provide industry-leading technology solutions to fuel partner growth and success, while facilitating memorable experiences for travelers. Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™.
© 2021 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.Full Time
$63k-82k (estimate)
03/28/2023
09/19/2023
WASHINGTON, DC
50 - 100
2011
<$5M
The job skills required for Implementation Specialist include Project Management, Onboarding, Project Implementation, Software Implementation, Troubleshooting, Client Service, etc. Having related job skills and expertise will give you an advantage when applying to be an Implementation Specialist. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Implementation Specialist. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Implementation Specialist positions, which can be used as a reference in future career path planning. As an Implementation Specialist, it can be promoted into senior positions as an Implementation Specialist III that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Implementation Specialist. You can explore the career advancement for an Implementation Specialist below and select your interested title to get hiring information.