Implementation Manager, GMS

Job Locations US-FL-Orlando
Job ID


TravelClick’s Guest Management Solutions is one of the company’s fastest-growing products. GMS is an end-to-end CRM and marketing automation platform, allowing hoteliers to personalize their customer communications and segment their marketing efforts to foster guest engagement and drive incremental revenue.


We are looking for a passionate, driven individual to join our team in a highly visible role as an implementation manager. This person will manage customer implementations following the sale of GMS and transition the customer into our Account Management organization following a successful on-boarding. The implementation manager will need to quickly learn and understand the customer’s business objectives to lead the implementation of all facets of the GMS platform. A successful candidate should have strong project management and communication skills. An understanding of email marketing best practices, HTML coding, and hospitality industry property management systems is a plus.


  • Perform and guide installations of the GMS platform, including setting up a milestone schedule and project plan to help customers through the onboarding process:
    • Conduct regular project status updates with customers
    • Assist customers in developing, building and deploying marketing creative
    • Help customers define business rules
    • Perform testing to ensure smooth product launch
    • Conduct initial customer training of the platform
  • Assist clients in the structuring their data to optimize GMS functionality
  • Anticipate, understand, and address customer challenges and effectively work toward resolution, resulting in 100% awareness by customer of resolution
  • Ensure hotel clients are successfully using the platform by working with clients to understand their business objectives and recommend campaign strategies to achieve those goals
  • Work closely with internal departments such as Sales, Development, Account Management, and Product teams to provide services required to meet client program expectations
  • Provide insight on clients' needs to internal teams on a regular basis; represent clients' views, requirements, and experience throughout the organization
  • Assist Development team with troubleshooting and resolution of integration issues
  • Assist Client Services with JavaScript, CSS and HTML Coding
  • Provide feedback to the development team around potential customer enhancements
  • Consult with and assist customers in HTML newsletter assembly and email campaign generation
  • Assist development team in filing and resolution of bugs and/or issues


  • BA/BS degree or equivalent work experience
  • 1-3 years of project management and customer support experience 
  • Superb project management skills with the ability to drive to outcomes and keep customers on a project plan
  • Excellent communication skills with the ability to effectively interface with all levels and departments on a formal, informal, written and verbal basis
  • Demonstrated ability to complete multiple tasks concurrently and deliver results under pressure.
  • Strong troubleshooting skills used to work tactfully through challenging customer issues
  • Problem solver who takes initiative to get things done; an enthusiastic go-getter!
  • Technically literate and comfortable working with web technologies, and desire to build technical knowledge
  • Knowledge of Microsoft Office suite of products
  • Familiarity with various email clients (Outlook, GMail, Yahoo, etc.)
  • Experience in Marketing or related industry preferred
  • Knowledge of HTML coding a plus





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