Senior Implementation Specialist

RMS; Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

RMS is seeking a Senior Implementation & Training Specialist to lead complex enterprise and mid-market implementations, deliver comprehensive training, and coordinate with Sales, Customer Success, Support, Product and Engineering. You will manage multiple projects, plan data migrations, and ensure a smooth go-live with ongoing handover.

You will tailor programs for varied client needs, travel to sites, and leverage AI tools while maintaining data privacy.

Qualifications

• 3+ years in implementation, onboarding, training or professional services within B2B SaaS.
• End-to-end delivery of complex implementations for multi-site, enterprise or mid-market clients.
• Strong project management and ability to work independently with limited supervision.
• Excellent verbal and written communication with senior client stakeholders.
• Experience designing and delivering training to groups remotely and on site.
• Understanding of integrations and data migration; ability to explain impact to clients.
• Collaborative mindset across Sales, Customer Success, Support, Product and Engineering.
• Practical AI competence: uses AI tools in daily work with attention to data privacy.
• Willing to travel to client sites; RMS product knowledge will be built through onboarding.
• Experience with channel managers, payments or partner integrations; project mgmt certs a plus.

Responsibilities

• Own and deliver complex implementations end to end for enterprise and mid-market clients, from kickoff through go live and handover to Customer Success.
• Run consultative discovery workshops with client leaders to understand processes, integrations and goals, turning them into a practical plan.
• Manage several complex implementations at once with phased rollouts; keep scope, timelines and risks visible.
• Configure RMS to client requirements and test thoroughly before go live, including integrations and reporting.
• Lead go live readiness and stay close through first weeks after go live, resolving issues quickly.
• Design and deliver training tailored to each team's role, on site and remotely, including train-the-trainer programs.
• Build and maintain reusable training materials, guides and session plans with the Knowledge team.
• Be the day-to-day lead contact for the implementation; coordinate workshops and steering meetings, communicating progress clearly.
• Manage expectations on scope and timelines; escalate to Lead/Manager when needed.
• Partner with Sales, Customer Success, Support, Product and Engineering; raise defects with evidence and share feedback.
• Work with integration and technology partners on implementations; mentor and coach team members.
• Keep project trackers and CRM records accurate and current; use AI tools responsibly.

Job description

The Senior Implementation & Training Specialist plays a key role in ensuring RMS clients achieve success with our software, leading complex implementations and delivering high-quality training for enterprise and mid-market clients. This role takes clients from signed contract to confident, independent use of RMS, with a consultative, end-to-end approach across discovery, configuration, data migration, training, go live and handover to Customer Success.

This requires strong stakeholder management, facilitation and project management skills, along with patience and adaptability, tailoring approaches for clients with different needs and technical skill levels, whether on site or remote. The role also serves as a key connector between clients, Customer Success, Support, Product and Engineering, keeping training materials current and client feedback flowing into product development, and mentors Implementation & Training Representatives along the way.

Job requirements

• 3 or more years in implementation, onboarding, training or professional services within B2B SaaS (local SaaS or start-up experience is welcome), including delivering projects for multi-site, enterprise or mid-market clients.
• A track record of consultative, end-to-end delivery of complex implementations, managing several at once, to scope and on time, with multiple client stakeholders.
• Strong project management skills, and able to work independently with limited supervision and judge when to escalation.
• Excellent verbal and written communication, with strong stakeholder management and facilitation skills and confidence presenting to senior client stakeholders.
• Experience designing and delivering training to groups with mixed experience, remotely and on site.
• A working understanding of integrations and data migration, enough to plan and test with technical colleagues and explain the impact to clients.
• A collaborative mindset, comfortable working across Sales, Customer Success, Support, Product and Engineering.
• Practical AI competence: uses AI tools in daily work and applies sound judgement on accuracy and data privacy.
• Willing to travel to client sites.
• Hospitality, PMS or RMS experience is a plus, but not a requirement. RMS product knowledge will be built through onboarding and certification.
• Experience with channel managers, payments or other partner integrations, mentoring or coaching colleagues, a project management certification such as PMP, PRINCE2 or Agile, and CRM and project tracking tools is also a plus.

Job responsibilities

• Own and deliver complex implementations end to end for enterprise and mid-market clients, from kickoff through go live and handover to Customer Success, to scope, on time and against clear milestones.
• Run consultative discovery workshops with client leaders, operations and IT teams to understand their properties, processes, integrations and goals, and turn that into a practical implementation plan.
• Manage several complex implementations at once, including phased and multi-property rollouts, using sound project management to keep scope, timelines, dependencies and risks visible.
• Configure RMS to each client’s requirements and test it thoroughly before go live, including integrations and reporting.
• Work with Data Migration colleagues to plan, check and sign off the migration of client data.
• Lead go live readiness and stay close through the first weeks after go live, resolving issues quickly and handing over cleanly to Customer Success and Support.
• Design and deliver training tailored to each team’s role and experience, on site and remotely, including train-the-trainer programs, and check understanding and adoption afterwards.
• Build and maintain reusable training materials, guides and session plans, working with the Knowledge team.
• Be the day-to-day lead contact for the implementation, facilitating workshops and steering meetings to align stakeholders and drive decisions, and communicate plainly on progress, risks and trade-offs.
• Manage expectations on scope and timelines, and escalation to the Lead or Manager when a decision sits beyond the role’s authority.
• Partner with Sales, Customer Success, Support, Product and Engineering, raising defects and gaps with clear evidence, and share client feedback and recurring patterns to inform product development.
• Work with integration and technology partners on the client’s behalf where an implementation depends on them.
• Mentor and coach Implementation & Training Representatives, and contribute to playbooks, templates and checklists for complex implementations.
• Keep project trackers and CRM records accurate and current.
• Use AI tools in daily work, and check the output before it reaches a client or colleague.

Why RMS?

Growth and Progression

You will have the chance to expand your scope, develop new skills, and progress your career as the business scales.

Ownership and Autonomy

You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes.

Work That Matters

Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed.

Exposure to AI and Modern Ways of Working

We actively invest in AI-enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future.

Flexible, Hybrid Working

We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person.

Inclusive and Supportive Culture

We are collaborative, down-to-earth, and supportive. Diverse pers