Implementation Specialist

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

The Implementation Specialist manages the implementation of Tripleseat’s existing and upcoming add-on product offerings. This role is responsible for creating and maintaining project plans, guiding customers throughout the implementation process, and collaborating with cross-functional teams such as Sales, Marketing, Product, Billing, and Customer Success. The Implementation Specialist interacts with customers to provide solutions, resolve inquiries, and be a trusted product expert.

Location: This position is open to remote candidates eligible to work in the United States. If the ideal candidate is based near our Concord, MA office, a hybrid work schedule will be offered.

Travel Expectations: If the ideal candidate is located outside the Concord, MA area, they will be required to complete initial onboarding at the Concord, MA office, followed by periodic in-office visits.

Core Responsibilities:

Customer Success:

• Serves as the primary point of contact for implementing Tripleseat’s existing and upcoming add-on products and features.
• Assists with escalated support and account inquiries for EventUp Core.
  
  

Consultation and Support:

• Provides insightful consultation and strategic guidance to help customers reach their goals through the successful implementation of the Tripleseat products.
• Troubleshoots potential issues to ensure overall customer success.
  
  

Collaboration and Documentation:

• Collaborates with the content team to create or enhance knowledge base articles and other customer-facing documentation.
  
  

Project Management:

• Manages multiple complex projects, ensuring timely delivery and effective stakeholder communication.
  
  

Process Improvement and Product Enhancement:

• Contributes to internal process improvements to ensure scalability and efficiency.
• Identifies and defines product enhancements and improvements based on client needs.
• Other related duties as assigned.
  
  

Knowledge, Skills, And Abilities Required

• Excellent problem-solving, critical thinking, and organizational skills
• Strong communication skills, both written and verbal, with the ability to interact effectively with customers and internal stakeholders
• Aptitude to work independently and manage multiple projects simultaneously in a dynamic, ever-changing environment
• Familiarity with Microsoft Office, G Suite, and general software applications such as Salesforce, Zendesk, Monday, Ever After, Sharepoint, and AirTable
• A collaborative and customer-focused attitude, with the ability to build rapport across team
  
  

Preferred Experience:

• Experience in a customer-facing role
• A solid understanding of the hospitality and event management industry
• Experience with Tripleseat products is a plus
  
  

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.
  
  

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.