Senior Implementation Manager

Job Title

Job Title: Lead Implementation & Deployment Specialist

• Good understanding and familiarity with Hospitality products or similar platforms with strong Hospitality Industry knowledge.
• Experience with API integrations and data mapping.
• Should have background in software development or systems engineering.
• Advanced technical troubleshooting skills and familiarity with backend systems and code.
• Experience liaising with cross-functional teams including Product, Engineering, and Support.
• Excellent communication and presentation skills for customer-facing engagements.
• Ability to work independently and take ownership of complex projects and mentor and supports junior team members.
  

Role Responsibilities

Leadership

• Acts as a go-to person to organize and align various team members who have individualized skillsets and bring them all together.
• Ensures team members have documentation standards, and leads alignment (global) across all regions handling deployments
• Document processes, configurations, and best practices for internal and external use.
  

Subject Matter Expertise

• Develops deep subject matter expertise in Central Reservation System, Channel Management, GDS, Rates Mapping, and Guest Management System.
• Understands customer workflows and how they interact with our products.
• Troubleshoots complex technical issues, including reviewing backend code and system logs.
• Collaborate closely with Product and Technical teams to resolve escalated issues and gather insights.
• Serve as the final escalation point for implementation-related challenges
  

Customer Engagement

• Serves as SME, point of contact / reference for complex Customer engagement.
• Engages in pre-sales Discoveries to understand Customer Objectives, Goals, and define if any gaps, advanced configuration needed.
• Serves as POC for Product and E&T if customization is required.
  

Diversity & Inclusion