Implementation Manager

Reports To

Head of Implementation

Job Overview:

This is what you tell people at parties:

I am working at an international super-fast growing tech company and we are revolutionizing hoteliers around the globe. RoomRaccoon is awarded the world's best Hotel Management System for 2 years in a row and empowers hoteliers to run their property way more effectively. Our growing team of 55 heads is working from 10 offices all over the world!

Your role:

The mission of RoomRaccoon's Implementation Manager is helping RoomRaccoon to become the most adopted hotel management system in the world, by implementing the RoomRaccoon HMS with new clients in the most effective & scalable way.

You will be accountable for:

• All implementation phases completed within set timeframes, with ease, speed & effect
• Minimum average Adoption Score met
• Implementations per month per IM
• Manage the entire implementation process for new customers, beginning to end
• Configure our HMS ensuring adoption of the platform as quickly as possible
• Ensure customers are comfortable using the software by delivering training and catch-up sessions, and instruct or guide the customer through tasks needed to go live
• Deliver confident training sessions to educate the customer and effectively communicate value adds offered within our HMS
• Manage customer expectations aligned with the business processes and protocols
• Collect feedback from customers and share it with the relevant teams; sales / CS / Product
• Resolve time sensitive and high-pressure queries during the implementation phase
• Provide accurate handover to CS after go live
• Being able to work flexible hours occasionally to service clients in different time zones.

Our perfect fit has/is:

• Empathetic and process driven
• Stay calm under pressure
• Organised
• Proactive
• Intelligent
• Efficient
• Fast moving
• Communicate clearly and concisely
• Able to present ideas and concepts to an audience

Benefits:

• Working in a vibrant international fast growing company
• Unlimited learning & growth potential
• Your ideas and performance making a big difference in our organisation and the global hotel industry
• Work hard, Play hard mentality. We love celebrating successes together!
• Regular trips to Europe for trainings & celebrational ceremonies