Senior Implementation Manager

Way; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Attractive salary package

Comprehensive healthcare coverage

Opportunities for professional growth

Stock options

Annual stipends for hotel stays and travel

Job summary

A leading B2B technology platform is seeking a Client Success Manager to oversee software implementations for Enterprise and Mid-Market customers. You will need 3+ years of client-facing experience and skills in data analysis and problem-solving. This role is based in Austin, Texas, and involves collaborating with internal teams to ensure customer satisfaction and project success. The company offers an attractive salary, healthcare benefits, stock options, and opportunities for professional growth in a vibrant downtown office.

Qualifications

• 3+ years of experience in a client-facing role for software implementation services.
• Strong analytical, organizational and problem-solving skills.
• Proficient in data analysis, interpreting results for meaningful conclusions.
• Experience in influencing stakeholders to drive decision-making.
• Excited about startups and not looking for an easy job; commitment to growth.
• Candidates located in or willing to relocate to Austin, TX.

Responsibilities

• Manage internal and external stakeholders for project plans.
• Drive the success of Enterprise Level accounts.
• Be a strategic advisor through the implementation phase.
• Achieve a high level of customer satisfaction while continuously serving as a customer advocate throughout their long-term partnership.
• Build strategic client relationships from a top-down and bottom-up approach working across corporate brand teams in the hotel and hospitality industry as well as property level contacts for managing experience programming on Way.
• Provide clean hand offs from implementation to Customer Success and Support teams at the conclusion of the product implementation phase.
• Provide input on improving the customer experience by participating in customer journey mapping, and general feedback driving continuous process improvement to enhance time to value from a customer perspective and business perspective.
• Communicate product escalations and feature requests.
• Balance multiple stakeholder priorities and remove blockers to drive adoption.
• Occasional travel for client visits is required.

Skills

Client-facing skills

Analytical skills

Organizational skills

Problem-solving skills

Data analysis

Organization

Job description

Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. In a world where 76% of consumers prefer spending on experiences over material goods, Way enables brands to adapt to this shift with cutting-edge technology.

Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale. Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform to launch unforgettable experiences — from hot air balloon rides in Mexico City to truffle hunting in the French countryside.

Way has achieved significant milestones, including a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally.

Key Responsibilities

• Manage internal and external stakeholders by setting and managing timelines for implementation project plans for Enterprise and Mid-Market customers to achieve Time to Launch and Time to Value targets.
• Coordinate with internal and external stakeholders to drive the success of Enterprise Level to build a foundation for future Enterprise account expansion.
• Master the Way product, and be a strategic advisor to your client partners through the entire implementation phase from closed sale to go-live.
• Achieve a high level of customer satisfaction while continuously serving as a customer advocate throughout their long-term partnership.
• Build strategic client relationships from a top-down and bottom-up approach working across corporate brand teams in the hotel and hospitality industry as well as property level contacts for managing experience programming on Way.
• Provide clean hand offs from implementation to Customer Success and Support teams at the conclusion of the product implementation phase.
• Provide input on improving the customer experience by participating in customer journey mapping, and general feedback driving continuous process improvement to enhance time to value from a customer perspective and business perspective.
• Communicate product escalations and feature requests.
• Balance multiple stakeholder priorities and remove blockers to drive adoption.
• Occasional travel for client visits is required.

What We're Looking For

• 3+ years of experience in a client-facing role for software implementation services
• Strong analytical, organizational and problem-solving skills
• Proficient in data analysis, interpreting results to drive meaningful conclusions
• Experience in influencing stakeholders to drive decision-making
• You should be excited about startups and not looking for an easy job - this is a commitment, but it’s a commitment that will set you, and as a byproduct, the company, apart from the pack
• Candidates are required to be located in or willing to relocate to Austin, TX - Way is building a workplace environment of team members who are passionate and excited to be together in person at its space in downtown Austin to continue to enable our fast-paced growth trajectory

Why Join Way?

• Attractive salary package commensurate with experience and skill level.
• Comprehensive healthcare coverage and other benefits.
• Opportunities for professional growth in a fast-paced tech environment.
• Stock options that offer a stake in our success.
• Modern office located in the vibrant city of Austin, Texas.
• Annual stipends for hotel stays and travel, allowing you to experience our partner offerings firsthand.