Implementation Specialist I

Description

Hi, we’re Actabl.

We’re providing better solutions for hotel companies as the world around us evolves and changes related to using technology, finding labor, and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do, the tools to do it, and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10,000 properties in hospitality markets around the world.

Our Valued Behaviors

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.

• Being: We are responsible for building relationships, earning trust, and having fun. These things are fundamental to hospitality.

• Doing: We will succeed if we start with great people working as one team. Empower others, speak the truth with care, and go together.

• Demand Integrity: Be trustworthy, be ethical, and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.

• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric, the question is whether or not the customer is delighted.

• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily.

• Make it Happen: We show up prepared, care about the details, and follow through. Don't get distracted. Don't stop at blockers. Don't make excuses. Find a way and drive until it is done.

You’re Excited About This Opportunity Because You Will

The Implementation Specialist at Actabl plays a crucial role in the successful deployment of our solutions, ranging from assisting with initial configurations to independently managing complex implementations for key clients. This individual will utilize customer requirements to configure Actabl applications, work closely with customers throughout the deployment lifecycle, and ensure a smooth transition through configuration, deployment, and hand-off activities. Responsibilities expand to include advanced configuration, client relationship management, mentorship, development of best practices, and strategic oversight of multiple projects and team members, ultimately ensuring high-quality and timely solution delivery.

Typical Functions

Configure and deploy systems:

• Perform comprehensive system setup and configuration based on client requirements and project specifications.

• Execute accurate and efficient data loading from various sources into the system.

• Design, develop, and implement custom reports to meet client analytical and operational needs.

• Conduct detailed data mapping and transformation to ensure seamless integration and data integrity across systems for all implementation projects.

Support Project Management

• Actively participate in customer calls and meetings alongside Project Managers to provide technical support and address client inquiries.

• Contribute to project review sessions by offering insights into technical progress, challenges, and proposed solutions.

• Collaborate with Project Managers to understand client expectations and translate them into actionable technical tasks.

Communicate Project Status

• Maintain robust and proactive communication with Project Managers and relevant stakeholders regarding project progress, milestones, and potential roadblocks.

• Promptly escalate any critical issues, risks, or deviations from the project plan to the Project Manager, providing clear context and proposed solutions.

Document Configurations

• Accurately and comprehensively document all custom configurations, system settings, and process flows within customer accounts.

• Maintain detailed records of changes, updates, and specific client requirements to ensure consistency and facilitate future support.

Troubleshoot And Research

• Proactively identify and diagnose configuration problems, system malfunctions, and data discrepancies.

• Conduct thorough research and analysis, utilizing internal knowledge bases, documentation, and external resources to identify root causes.

• Develop and test alternative solutions, consulting with peers and subject matter experts to validate approaches before implementation.

• Explore and apply AI tools in your day-to-day work, finding new ways to simplify tasks, accelerate outcomes, and elevate your effectiveness.

Facilitate Testing

• Support and actively participate in business process testing (BPT) of the application to ensure functionality aligns with client requirements.

• Collaborate with quality assurance teams to identify, report, and track defects.

• Assist in preparing test data and executing test scripts prior to formal end-user acceptance testing (UAT).

Ensure Timely Delivery

• Proactively monitor project timelines and individual task progress to ensure all components of implementation projects are completed on schedule.

• Identify potential delays early and collaborate with the project team to mitigate risks and maintain project momentum.

Manage Implementation Tasks

• Coordinate and effectively prioritize multiple implementation tasks, balancing competing demands and deadlines.

• Develop and maintain detailed project plans, timelines, and task lists, ensuring clear accountability.

• Regularly communicate project status, progress, and identified risks to project managers, senior management, and customers as needed, providing transparent updates.

Oversee Quality Assurance

• Assist in overseeing the entire implementation process, working closely with internal teams and external customers to ensure adherence to quality standards.

• Conduct internal reviews and validations to confirm that implemented solutions meet functional and technical specifications and deliver a high-quality end product.

• Provide expertise and guidance to ensure best practices are followed throughout the implementation lifecycle.

Additional Responsibilities

• Perform other duties as assigned to support the team and organization’s goals.

Requirements

Unpacking What We’re Looking For

We’re Excited About You Because You Have

• 2+ years knowledge of SaaS experience preferably in the hotel industry

• Skilled in SaaS Platform configuration and customization

• Customer Service, technical experience, or similar experience preferred

• Ability to triage current work queue and prioritize accordingly

• You are comfortable using modern AI tools to increase your productivity, including summarizing information, drafting and refining content, analyzing data patterns, and supporting decision-making in your day-to-day work.

• Experience training Customers on how to use the software, and addressing their specific business needs preferred

• Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical)