• Implementation Manager, GMS

    Job Locations US-FL-Orlando
    Job ID
    Project/ Program Management
  • Overview

    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

    Basic Qualifications

    Basic Qualifications

    • High School Diploma/GED required
    • 1-3 years of project management and customer support experience 
    • Knowledge of Microsoft Office suite (Intermediate)
    • Familiarity with various email clients (Outlook, Gmail, Yahoo, etc.)

    Additional Characteristics

    • BA/BS degree preferred
    • 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 HTML coding a plus
    • Experience in Marketing or related industry preferred



    EEO Statement

    “All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.”


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