Implementation Specialist I

Were providing better solutions for hotel companies as the world around us evolves and changes related to using technology finding labor and maximizing profits. Our mission is to empower the people that power hospitality. We give hoteliers actionable insights to know what to do the tools to do it and the visibility to know it worked. We bring together powerful hospitality tech solutions to maximize profits for more than 10000 properties in hospitality markets around the world.

• Start with People: We are in the hospitality business and hospitality starts with people. This impacts both our being and our doing.
  • Being: We are responsible for building relationships earning trust and having fun. These things are fundamental to hospitality.
  • Doing: We will succeed if we start with great people working as one team. Empower others speak the truth with care and go together.
• Demand Integrity: Be trustworthy be ethical and be consistent whether someone is watching or not. Demand integrity of yourself and others to build the fabric of a high-integrity organization.
• Delight the Customer: We aim to delight our customers in the same way our customers aim to delight their guests. The question is not if completed a process or hit a metric the question is whether or not the customer is delighted.
• Champion Innovation: We compete in the game of change and win through innovation. Think big and then think bigger when it comes to the innovation required to tackle the problems our customers face daily.
• Make it Happen: We show up prepared care about the details and follow through. Dont get distracted. Dont stop at blockers. Dont make excuses. Find a way and drive until it is done.

The Implementation Specialist at Actabl plays a crucial role in the successful deployment of our solutions ranging from assisting with initial configurations to independently managing complex implementations for key clients. This individual will utilize customer requirements to configure Actabl applications work closely with customers throughout the deployment lifecycle and ensure a smooth transition through configuration deployment and hand-off activities. Responsibilities expand to include advanced configuration client relationship management mentorship development of best practices and strategic oversight of multiple projects and team members ultimately ensuring high-quality and timely solution delivery.

Typical Functions:

Configure and deploy systems:

• Perform comprehensive system setup and configuration based on client requirements and project specifications.
• Execute accurate and efficient data loading from various sources into the system.
• Design develop and implement custom reports to meet client analytical and operational needs.
• Conduct detailed data mapping and transformation to ensure seamless integration and data integrity across systems for all implementation projects.

Support project management:

• Actively participate in customer calls and meetings alongside Project Managers to provide technical support and address client inquiries.
• Contribute to project review sessions by offering insights into technical progress challenges and proposed solutions.
• Collaborate with Project Managers to understand client expectations and translate them into actionable technical tasks.

Communicate project status:

• Maintain robust and proactive communication with Project Managers and relevant stakeholders regarding project progress milestones and potential roadblocks.
• Promptly escalate any critical issues risks or deviations from the project plan to the Project Manager providing clear context and proposed solutions.

Document configurations:

• Accurately and comprehensively document all custom configurations system settings and process flows within customer accounts.
• Maintain detailed records of changes updates and specific client requirements to ensure consistency and facilitate future support.

Troubleshoot and research:

• Proactively identify and diagnose configuration problems system malfunctions and data discrepancies.
• Conduct thorough research and analysis utilizing internal knowledge bases documentation and external resources to identify root causes.
• Develop and test alternative solutions consulting with peers and subject matter experts to validate approaches before implementation.
• Explore and apply AI tools in your day-to-day work finding new ways to simplify tasks accelerate outcomes and elevate your effectiveness.

Facilitate testing:

• Support and actively participate in business process testing (BPT) of the application to ensure functionality aligns with client requirements.
• Collaborate with quality assurance teams to identify report and track defects.
• Assist in preparing test data and executing test scripts prior to formal end-user acceptance testing (UAT).

Ensure timely delivery:

• Proactively monitor project timelines and individual task progress to ensure all components of implementation projects are completed on schedule.
• Identify potential delays early and collaborate with the project team to mitigate risks and maintain project momentum.

Manage implementation tasks:

• Coordinate and effectively prioritize multiple implementation tasks balancing competing demands and deadlines.
• Develop and maintain detailed project plans timelines and task lists ensuring clear accountability.
• Regularly communicate project status progress and identified risks to project managers senior management and customers as needed providing transparent updates.

Oversee quality assurance:

• Assist in overseeing the entire implementation process working closely with internal teams and external customers to ensure adherence to quality standards.
• Conduct internal reviews and validations to confirm that implemented solutions meet functional and technical specifications and deliver a high-quality end product.
• Provide expertise and guidance to ensure best practices are followed throughout the implementation lifecycle.

Additional Responsibilities:

• Perform other duties as assigned to support the team and organizations goals.

• 2 years knowledge of SaaS experience preferably in the hotel industry
• Skilled in SaaS Platform configuration and customization
• Customer Service technical experience or similar experience preferred
• Ability to triage current work queue and prioritize accordingly
• You are comfortable using modern AI tools to increase your productivity including summarizing information drafting and refining content analyzing data patterns and supporting decision-making in your day-to-day work.
• Experience training Customers on how to use the software and addressing their specific business needs preferred
• Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical)
• Ability to work with customer data to ensure smooth integration and reporting possibly using tools like Excel BI platforms or analytics software
• You apply strong critical thinking when working with AI-generated output. You know how to check for accuracy identify bias or gaps and validate results before relying on them.

Analytical and Problem-Solving Skills

• Problem Diagnosis: Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical).
• Business Process Analysis: Understanding how a customers workflows and processes work so you can help adapt the solution to their specific needs.
• Data Analysis: Ability to work with customer data to ensure smooth integration and reporting possibly using tools like Excel BI platforms or analytics software.

Technical Skills

• Understanding of software platforms: Familiarity with cloud-based software solutions and how they differ from traditional software models.
• Configuration & Customization: Experience configuring software products to meet client needs including adjusting settings setting up workflows and customizing features.
• Data Management: Skills in managing migrating and validating data from client systems into the software platform.

Customer-Facing Skills

• Customer Onboarding and Training: Experience guiding internal and external customers through the onboarding process training them on how to use the software and addressing their specific business needs.
• Customer Communication: Strong verbal and written communication skills to explain complex concepts clearly to non-technical clients.
• Customer Service Orientation: A proactive attitude toward helping internal and external customers resolve problems quickly as well as fostering long-term customer relationships.
• Cross-functional Collaboration: Experience working with development sales support and customer success teams to ensure all aspects of the implementation are covered.

Industry Knowledge

• Industry-specific Expertise: Knowledge of the hospitality industry is beneficial to understand the customers pain points and operational needs but not required.
• Compliance & Security Awareness: Familiarity with data protection regulations (e.g. GDPR HIPAA) and best practices in software implementations that involve sensitive customer data.

Soft Skills

• Adaptability: Software environments are dynamic so the ability to adapt to changing customer needs product updates and new challenges is essential.
• Attention to Detail: Implementations often involve detailed configurations and data setups requiring accuracy.
• Time Management: Ability to handle multiple projects at once and prioritize effectively.

We try to be specific about the experience we believe youll need to have in order to be successful in this position however we encourage you to apply even if you dont meet 100% of the outlined bullet points. If you are excited about innovating hospitality through technology and are a top-performing team player with a strong work ethic wed love to hear from you!

This is a hybrid position and will be part of our Denver office with an expectation of working three days (Tuesday-Thursday) in-office and two days (Monday & Friday) remote. Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.

We are a hybrid friendly workplace with our main office in lower downtown Denver and with additional office hubs located in Atlanta & Tampa and our remote based domestic & international employees support our hoteliers across the globe. No matter where you live and work youre a valued member of the Actabl team.

All Actabl full-time team members and their dependents based in the United States are able to receive the following benefits starting on the first of the month following the first day of employment:

• Medical dental and vision insurance plans for employees & eligible spouse and/or dependents
• Employer-paid life & AD&D short-term disability & long-term disability
• Discounted pet insurance plans through Wishbone
• Employee Assistance Program (EAP) services available to employees & their dependents
• On-site gym available for free use at Denver office

• Competitive base salary with bonus structure
• Healthcare spending accounts with employer contributions
• 401(k) plan with an employer match of up to 4%

• Unlimited discretionary time off hours to be used when needed
• 10 observed US federal holidays throughout the year
• Winter recess for all Actabl employees between December 24th-January 2nd
• 12 weeks of parental leave for both birthing & non-birthing parents

Qualified candidates can expect a salary range of $52000 - $57000/year depending on experience. Potential for end-of-year bonus earnings and periodic merit increases also available based on company and/or personal performance. Individual pay is determined by a number of factors including experience location internal pay equity and other relevant business considerations. We review all employee pay and compensation programs annually at minimum to ensure competitive and fair pay.

We are committed to fostering a hiring process that reflects each candidates unique skills experience and perspective at Actabl. To support a fair and authentic evaluation process the use of artificial intelligence (AI) tools to generate or assist with responses is not permitted during any stage of the interview process. This includes live interviews (in-person or virtual) as well as take-home assessments test projects and work samples.

We understand that some candidates may require accommodations that involve the use of AI. If you require any accommodations during the interviewing process please contact us in advance at . We are committed to providing reasonable accommodations and ensuring that every candidate has an equitable opportunity to succeed!

A Secure Candidate Experience

All official emails and messages regarding opportunities at Actabl will come from our email domain. Please be wary of communications from similar domains that may contain misspellings or slight variations. These could be attempts at phishing or impersonation. Actabl will never ask you for sensitive personal information during the hiring process such as social security numbers banking information or other personal details.

Actabl is an Equal Opportunity Employer and is committed to providing equal employment opportunities to all applicants and employees. You will receive consideration for employment without regard to race color religion gender gender identity or expression sexual orientation national origin genetics disability age veteran status or any other characteristic protected by federal state or local law.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.