Implementation Specialist
The Role
At TravelBank (a U.S. Bancorp company) you will have the opportunity to work in the travel and fintech industries serving some of the fastest growing companies in the world. As a member of the team, you will be a driving force in the culture of our team as well as having an immediate impact on the product we deliver to our customers.
At TravelBank you will have the opportunity to work alongside an experienced management team and global partners in a startup environment with the full support of the 5th largest bank in the U.S., as we serve some of the fastest growing companies in the world.
You'll be joining an experienced team that has successfully launched, grown, and exited venture funded businesses. TravelBank was voted one of the Best places to work in San Francisco 2 years running and named one of Best Companies for Remote Workers.
Job Description
Implementation Specialists are responsible for onboarding new customers onto TravelBank’s solution. Responsibilities include: consultation to determine the best configurations for the client’s business needs; configuring the software with and for the customer; working with internal teams on complex technical integrations; tracking, managing and providing regular updates on the progress of an implementation project; ongoing communication with client-side and internal stakeholders throughout the process.
What you'll do:
• Provide excellent customer service to your customers
• Leverage your deep product expertise to share best practices on how your customers may maximize value from their investment in TravelBank
• Acquire technical product knowledge through training, self-directed research and testing, and internal consultation
• Lead client-facing kick-offs, requirement gathering sessions and configuration review meetings
• Partner with internal and external technical teams to coordinate custom integration work
• Report on project status and blockers to Customer Success leadership during weekly meetings
• Train clients to a point where they are able to operate self-sufficiently and confidently on TravelBank’s platform
• Conduct webinars and group training sessions to onboard our smaller, more independent customers
• Share innovative ideas with peers and leadership on how to further enhance our thinking and focus on operational efficiency and innovation
• Cross-functionally collaborate with the Customer Success Management team to understand the client needs and requirements to ensure a timely and complete implementation process
What we're looking for:
• 3+ years of implementation, customer success, or customer support experience
• Meticulous attention to detail such as workflow and processes
• Knowledge of accounting/finance systems (e.g., Netsuite, Sage, QuickBooks) and accounting practices (e.g., monthly close, expense management, audit processes) preferred. If the prior knowledge isn’t there, this role must have the drive and aptitude to quickly get up to speed on core accounting concepts and processes.
• Strong interpersonal skills including clear communication and collaboration; ability to coach and train customers effectively
• Competence and comfort presenting to C-level executives
• Highly organized individual with the ability to handle multiple projects simultaneously on tight timelines
• Growth mindset with drive to continuously improve
At TravelBank, we strive to find ways to attract, retain, and celebrate talented individuals representing the diverse communities in which we live and work. We believe our employees should be able to bring their whole selves to work and are committed to creating an inclusive environment for all. TravelBank is proud to be an equal opportunity employer and does not discriminate against race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status or any other non-merit factor.