As an Enterprise Launch Manager on the Account Management team, you will be responsible for the successful implementation of our travel and expense platform with a portfolio of Enterprise customers. You will play an integral part in ensuring our customers have a smooth and seamless onboarding experience by acting as the global project manager and technical point-of-contact through launch. This role will drive cross-functional partnerships with various internal teams - Sales, Support, Marketing, Product, Engineering, and Finance.
This role does require experience working with one of the following: month end close experience preferably with cloud based ERPs, experience implementing or administering expense programs or corporate card programs.
What You'll Do:
- Own implementation success from project kickoff to go-live, leveraging strong project management skills and deep product knowledge.
- Build and execute detailed project plans, own project activities, work with other team members to execute on project deliverables to ensure on time, high quality deployments.
- Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis, and create and maintain process documentation / work instructions
- Lead the discovery process for qualifying and creating a solution that solves customers objectives to integrate product features into existing workflows
- Understand and document customer pain points, advocate for them internally to influence product changes.
- Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period
- Develop and optimize enterprise training programs including written and video collateral.
- Identify and work with sales on pre-engagement opportunities and RFP’s
- Collaborate with Sales, Product, Operations, Travel Experience/Support, Consulting & Supply, and Customer Success in order to meet existing, new, and future customer needs
- Develop tailored training programs including hosting remote or on site training, creating training materials and standard operating procedures.
- Provide an excellent customer experience through high-quality communication and interactions.
- Act as the key Project Manager ensuring accurate completion of numerous implementation tasks.
What We’re Looking For:
- 4+ years in project and account management or implementations where you have had to advise clients, build strategic relationships, implement and onboard complex customers, and run multiple efficient projects at once.
- Experience implementing or administering expense programs and/or corporate card programs
- Experience with month-end close, preferably with cloud based ERPs (e.g. NetSuite, Sage Intacct, Quickbooks Online)
- You are a hyper-effective person who can dig into the weeds, pull up to connect back to strategy, and generally “gets stuff done.”
- Understanding the unique business requirements of customers within multiple industries and translating/presenting those needs into a compelling vision and roadmap for our customers.
- Solid oral, written, presentation and interpersonal communication and relationship skills.
- Proven time management skills in a dynamic team environment.
- Ability to work as part of a team to solve problems in dynamic, energizing environments.
- Inquisitive, practical and passionate about technology and sharing knowledge.
- Likes to be the first to know something and to understand why and how things happen.
- Good at explaining ideas and finding ways to keep people’s attention.
- Willing and able to travel domestically and internationally to visit customers and prospects