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
The posted pay range represents the anticipated low and high end of the compensation for this position and is subject to change based on business need. To determine a successful candidate’s starting pay, we carefully consider a variety of factors, including primary work location, an evaluation of the candidate’s skills and experience, market demands, and internal parity.
For roles with on-target-earnings (OTE), the pay range includes both base salary and target incentive compensation. Target incentive compensation for some roles may include a ramping draw period. Compensation is higher for those who exceed targets. Candidates may receive more information from the recruiter.