About the Job:
As an Implementation Specialist, your primary responsibility is to ensure successful onboarding for new clients and implementations. This person is the front line of our implementation team and will apply their vast knowledge of hotel operations, accounting expertise, and detailed understanding of Inn-Flow to train and support new Inn-Flow clients. You will collaborate closely with various teams, including sales, product, and technical support, to guarantee a positive customer experience and maximize customer retention.
What You Will Do
- Train clients on all Inn-Flow products and features through standard training sessions and supplemental support.
- Work as the liaison between the Inn-Flow development team and the clients.
- Tasks include:
- Coordinate all implementation documentation and training using the implementation schedule and other training guidelines.
- Review and approve each client’s site configuration.
- All corporate level and property level training for related modules.
- Assist in maintaining and creating training documentation including manuals, enhancement documentation, and automated training videos.
- Take ownership of personal and team actions.
- Communicate effectively and promote collaboration within a professional work environment.
- Adhere to Inn-Flow’s policies and Standard Operating Procedures.
What You Need
- Bachelor’s degree in a relevant field or equivalent work experience.
- Proven experience in a customer-facing role, preferably in customer success, account management, or customer support.
- Ability to manage and prioritize multiple projects in a fast-paced environment.
- Excellent communication skills, both verbal and written, with the ability to articulate technical concepts to non-technical users.
- You are driven to solve tough and interesting problems to help people.
- Strong problem-solving and analytical skills, with the ability to identify and resolve customer issues effectively.
- Empathy and patience in dealing with customers, ensuring a positive customer experience.
- Ability to work collaboratively with cross-functional teams and adapt to a fast-paced, dynamic environment.
- Familiarity with customer success platforms, CRM systems, and support ticketing tools is a plus.
What Makes You a Standout
- 2-4 years of Property Controller or related accounting/finance experience
- Experience with Bank Reconciliations and Monthly Sales Tax Filings
- Understanding of hotel operations and all related departments
- Ability to gather feedback and transform it into solutions
- Experience working with multiple hotel Property Management Systems (i.e. FOSSE, Opera, OnQ, Visual Matrix, etc.)
- Outstanding written and oral communication skills
- Demonstrate a prominent level of integrity and professionalism
- Ability to be flexible and quickly adapt to business needs and processes
Nice-to-have Experience:
- Experience with managing a portfolio of hotels, including hotel acquisition and sales
- Presentative training experience with small or large groups
- Driven by providing excellent customer service
- Understanding of the Uniform System of Accounts for the Lodging Industry (11th ed.)
- Ability to communicate and train accordingly to the audience and their level of experience
- Knowledge and experience with a variety of computer applications like MS Excel and PowerPoint
A Little About Inn-Flow
One Solution. Built for Hotels. Inn-Flow operates at the intersection of hospitality and technology, dedicated to solving the hotel industry’s most familiar challenges, enhancing efficiency, and driving performance. Our comprehensive suite of applications for Accounting, Labor Management, Procurement, and Sales, along with specialized Payroll and Bookkeeping Services, streamline hotel operations. Emphasizing Automation, Integrations, and Visibility, our solutions not only stand strong on their own but also highlight Inn-Flow’s core strengths when combined.
Vision: Opening doors to a new era in the hospitality industry where operational mastery, employee satisfaction, and unforgettable guest experiences are made possible through Inn-Flow.
Mission: Our mission is to provide technology solutions that drive operational and financial excellence in the hotel industry, creating the opportunity for owners to invest in growth, employees, guests, and local communities.
Employee Benefits & Culture
We value the talent and dedication it takes to make Inn-Flow a leader in hotel ERP solutions. We are committed to rewarding our team with premium benefits, including health, dental, vision insurance, generous vacation time, 401k investment and match opportunities, continuing education, and employee discounts at major hotel brands.
Equal Opportunity Employer
Inn-Flow is proud to be an Equal Opportunity Employer, upholding a work environment free from discrimination and harassment. We make our hiring decisions based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, family status, or any other non-business consideration. We stand firmly against discrimination and harassment in any form.