Implementation Specialist – D-EDGE CRM – Fixed Term Contract - Paris (M/F/NB)

D-EDGE; Paris; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

MacBook provided

Swile meal vouchers

Transport reimbursement

Strong health insurance

Hybrid working

Paris office access

Two company seminars a year

Job summary

D-EDGE CRM Customer Success in Paris is seeking an Implementation Lead to own the end-to-end setup for new hotel clients, coordinating integrations and training customers. You will shape how implementation runs as the team scales, ensuring go-live success and high-quality configurations.

You will oversee coordination with partners, maintain strong client relationships, and drive continuous process improvements, with a focus on clear communication and project management.

Qualifications

• Experience with B2B SaaS implementations and customer-facing projects.
• Excellent written and spoken communication skills.
• Strong organizational, rigorous and autonomous work style.
• Proven ability to manage customer-facing projects and coordinate cross-functional teams.
• Solid analytical and problem-solving abilities in a SaaS environment.
• Pedagogy, supportiveness and initiative in customer enablement.
• Ability to stay calm under pressure in a fast-moving setting.
• Fluent in English, both written and spoken; Spanish is a plus.

Responsibilities

• Own implementation success from contract to go-live.
• Lead kickoff, timelines, scope, expectations and success criteria with new customers.
• Analyze customer needs and guide configurations (use cases, rules, segments, content, workflows).
• Oversee configuration work by team members ensuring quality and consistency.
• Coordinate with PMS, channel managers and third-party tools for integrations.
• Ensure training and handover to Customer Success; track KPIs.
• Contribute to building and improving implementation processes and templates.

Skills

SaaS experience

Organization

Communication skills

Project management

Analytical skills

Pedagogy/Training

Initiative

Stays calm under pressure

English fluency

Spanish (bonus)

Job description

WHO WE ARE

Have you ever booked a hotel online? Then you have probably used D-EDGE without knowing it.

Mission: Every day, we help more than 17,000 hotels worldwide develop their online visibility and sales through leading-edge cloud-based e-commerce solutions. As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.

Figures: D-EDGE is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of 550+ experts across 20+ countries, D-EDGE provides localised support, services, and tools. With its global network of 500+ partners, D-EDGE's ever-expanding ecosystem is a positive place to do business and grow.

Culture: At D-EDGE we are driven by these four key values:

• We care about people #PEOPLE FIRST

• We dare to share #OPEN COMMUNICATION

• We embrace change #ADAPTABILITY

• We go the extra mile #GO BEYOND

D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.

ABOUT THE TEAM

You will join the D-EDGE CRM Customer Success organisation in Paris. D-EDGE CRM helps hotels build stronger guest relationships and grow direct revenue by centralising guest data, enabling smart segmentation, and powering personalised communications and automations across the guest journey.

As the product grows, the team is structuring around two complementary specialities:

• Implementation, which sets up D-EDGE CRM in our customers' properties

• Customer Success, which helps customers reach their goals with our tools

You will own the implementation side: making sure new customers go live smoothly and quickly after signing, and helping shape how implementation is run as the team scales.

YOUR SCOPE

Help customers get the best out of the D-EDGE CRM suite by owning the implementation phase end-to-end (setup, coordination, training, go-live validation), while contributing to the continuous improvement of our implementation processes.

YOUR MISSIONS

• You are accountable for implementation success from contract signature to go-live.

• Own the relationship with new customers right after the contract is signed: kick-off, timeline, scope, expectations, and success criteria

• Analyse customer needs and guide them in defining the right configuration (use cases, rules, segments, content, workflows)

• Oversee the configuration carried out by team members, ensuring quality and consistency

• Coordinate with the technology partners already in place at the customer (PMS, channel manager, third-party tools) to secure integrations and dependencies

• Ensure customer training and satisfaction at the end of the implementation phase, and formalise the handover to Customer Success

• Track implementation KPIs (time-to-go-live, completion rate, quality, satisfaction) and share insights with other D-EDGE teams

• Contribute actively to building and improving implementation processes, templates, and team organisation

This is a great opportunity to help shape how implementation is run and scaled, with direct impact on customer experience and team efficiency.

YOUR PROFILE

• You have initial experience in a similar role with B2B customers, ideally in a SaaS environment

• You are highly organised, rigorous, and autonomous

• You have excellent written and spoken communication skills

• You have managed customer-facing projects

• You have strong analytical, comprehension, and incident-resolution skills

• You bring pedagogy, supportiveness, team spirit, and a strong sense of initiative

• You stay calm and manage pressure well in all situations

• You are fluent in English, both written and spoken

Bonus points if:

• You are fluent in Spanish

• You have hospitality experience, or you travel a lot and hotels feel like a second home

WHY JOIN US

By joining D-EDGE, you will find more than a job. You will join a fast-moving, international environment with a strong culture and real growth opportunities:

A caring and inclusive culture: respect, transparency, and autonomy

A strong product vision powered by dedicated R&D

A real commitment to responsibility

An international workplace: 45 nationalities, offices in 20+ countries

Real career opportunities: internal mobility, continuous learning, and tailored career paths

A role with impact: help build and scale implementation, and deliver value from day one

Perks (Paris): a five-star onboarding with regular check-ins, a MacBook and the tools to make your day-to-day easier, Swile meal vouchers, transport reimbursement (metro or bike), strong health insurance, hybrid working, friendly Paris offices, and two company seminars a year.

CONTRACT & WORKING MODE

Full-time

Hybrid, based in Paris

Fixed-term contract

RECRUITMENT PROCESS

1. HR phone screen

2. Interview with the hiring manager

3. Interview with a senior stakeholder (e.g., Head/Lead)

4. Then, welcome to D-EDGE