Technical Implementation Specialist

Revinate; Atlanta (GA); On-site; USD 60,000 - 70,000; Full time

Job summary

Revinate is seeking an Account Configuration Specialist to lead end-to-end onboarding of our SaaS products for hotel clients. You will gather requirements, configure multiple product lines, and coordinate with external vendors to ensure successful deployments.

You will manage QA, troubleshoot issues, and act as SME to drive customer enablement and cross-functional collaboration across internal teams.

Qualifications

• Associate's degree or equivalent training and at least 2 years in PM, implementation, or technical configuration.

Responsibilities

• Lead the customer implementation process end to end, as the primary technical contact for on-time delivery and smooth onboarding across the SaaS product suite.
• Gather detailed customer requirements and translate them into comprehensive system configurations across product lines.
• Organize and lead internal and external project meetings, communicating expectations and requirements to all stakeholders.
• Execute hands-on back-end setup, customization, and configuration of diverse SaaS systems and solutions.
• Coordinate with third-party vendors to obtain technical details and resources for complex integrations.
• Validate implementations and ensure seamless communication between internal systems and external integrations.
• Perform QA and testing of product functionality and performance metrics before launch.
• Resolve technical issues during onboarding and escalate when necessary.
• Review inquiries, research issues, and provide timely resolutions or escalate to management/engineering.
• Serve as SME on the platform, advising customers and facilitating live-call setups.
• Act as liaison between customer and product/engineering teams for enhancements.
• Manage project documentation including SOPs and knowledge resources.

Skills

Technical aptitude

Problem solving

Communication skills

Time zone flexibility

MS Office & Google Workspace

Education

Associate degree or equivalent training

Tools

Zendesk

JIRA

Asana

Rocketlane

Salesforce

SendGrid

Job description

Revinate is the hotel data activation platform for hotels, groups, resorts, and enterprise brands.

Every hotel has that guest: years of stays, the same room, never skips the spa. But their story sits scattered across the PMS, the booking engine, the spa system, and whoever happened to be on shift. Revinate brings that story together. We connect and clean guest data from every system into Rich Guest Profile® data, then put it to work for the people who look after guests.

Reservations answers the phone already knowing the guest. Marketing sends the spa offer to the guest who raved about the spa. Behind it all, Ivy, our AI intelligence layer trained on 17 years of hospitality data, reads the patterns and handles the digital labor.

Revinate powers 1.1 billion Rich Guest Profile® data points across 12,500+ hotels, driving over $24 billion in direct revenue.

Get Revinate. Get superpowers.

The Account Configuration Specialist uses Revinate's proprietary systems to configure, customize, and install a comprehensive suite of SaaS products for new and existing clients. Beyond a single-product or strict telephony focus, this role leads the technical setup and onboarding of Revinate's entire product suite to ensure long-term success and scalable deployment. This role involves working closely with internal teams, external clients, and third‑party vendors to understand requirements, navigate technical roadblocks, and ensure the accurate, timely activation of customer accounts.

Top 3 Outcomes for Year One

1. Develop a strong foundational knowledge of all Revinate SaaS products and the configuration processes required to implement them.

2. Independently configure and manage customer accounts for multiple core product implementations simultaneously, handling both standard rollouts and complex integrations.

3. Become an expert on advanced configuration requirements and tier‑two tickets, providing cross‑functional technical support and resolutions within designated SLA timeframes.

What You’ll Do

Implementation & Project Execution

• Lead the customer implementation process end to end, serving as the primary technical point of contact to ensure on-time delivery and a smooth onboarding experience across the entire SaaS product suite.

• Gather detailed customer requirements and accurately convert them into comprehensive system configurations across multiple product lines to achieve the client's desired outcomes.

• Organize and lead effective internal and external project meetings, proactively communicating expectations, procedures, and requirements to all stakeholders.

Technical Configuration & Integration

• Execute and manage the hands‑on back‑end technical setup, customization, and configuration of diverse SaaS systems and solutions.

• Coordinate with third‑party software vendors to acquire necessary technical details and secure required resources for complex system integrations.

• Validate the correct implementation and intended functionality of all technical components, ensuring seamless communication between internal systems and external integrations.

Quality Assurance & Troubleshooting

• Perform rigorous quality assurance (QA) and thorough testing of product functionality and performance metrics prior to project closure and official launch.

• Resolve real‑time technical product issues encountered during onboarding, utilizing critical thinking to troubleshoot and perform back‑end adjustments.

• Review customer inquiries, research complex technical issues, and provide timely resolutions or elevate to management and engineering when necessary.

Customer Enablement & Cross‑Functional Collaboration

• Serve as a subject matter expert (SME) on the platform, advising customers on how to maximize the value of their services and providing solutions for potential obstacles during live calls.

• Act as a critical liaison between the customer and internal product/engineering teams, advocating for customer‑requested enhancements to drive continuous product improvement.

• Manage ongoing project documentation, including the creation, maintenance, and distribution of internal Standard Operating Procedures (SOPs) and knowledge resources to enhance service quality.

Supplementary Product Support (Telephony)

• Handle supplementary telecommunications tasks as needed, including managing toll‑free and local number inventory, performing routine audits, and executing off‑program workflows in accordance with carrier protocols and internal SOPs.

What You’ll Bring

• An associate's degree or equivalent training, plus at least two (2) years of professional experience in a Project Management, Implementation, or Technical Configuration role.

• Demonstrated ability to successfully manage a high volume of simultaneous, ongoing implementation projects and competing priorities.

• Strong technical aptitude with a proven ability to quickly learn new SaaS technologies and master basic to intermediate product features in a fast timeframe.

• Exceptional problem‑solving skills, with the ability to identify complex technical issues and evaluate, recommend, and implement back‑end solutions.

• Intermediate to advanced proficiency with MS Office Suite and Google Workspace; experience using tools to track project deliverables and milestones.

• Flexible and adaptable to changing time zone requirements necessary to support internal and external customers.

Preferred Qualifications / Nice‑to‑Have

• Practical experience with technical SaaS software configuration and managing complex system integrations.

• Familiarity with hospitality systems, specifically Property Management Systems (PMS) such as Opera, roomMaster, or Maestro.

• Previous experience with telephony‑related products, network routing, or telecom configuration.

• Experience with project management and support software such as Zendesk, JIRA, Asana, Rocketlane, Salesforce, and SendGrid.

People Describe You As

• Extremely detail‑oriented: You excel at following established practices and ensuring that your technical configurations are carried out with absolute precision.

• A master communicator: You are highly effective at building rapport with customers and internal teams alike. You do not hesitate to jump on a call with a customer to explain a technical setup, test an account, or troubleshoot an issue.

• Flexible and fluid: You excel at managing multiple projects with unique needs, recognizing and applying patterns to drive efficiency. You thrive on finding innovative solutions to challenges as they arise.

• Proactive and organized: You easily prioritize competing responsibilities to ensure timely completion. Whether contacting a colleague for missing integration details or updating documentation, you identify the need and take action.

$60,000 - $70,000 a year

Where you fall within each range depends on your skills, experience and location. If you don't meet every qualification but think you'd be a strong fit, we encourage you to apply.

Our Core Values:

One Revinate - United & Strong, on a single mission together

Built on Trust - It's the foundation of everything we do

Expect Amazing - We think, dream & deliver big

Customer Love -- When the customer wins, we win

Make it Simpler -- Apply it to everything we do

Hungerness -- Feel it, follow it, be relentless about our success

Grounded in Gratitude - We're glad to be here & make the most of every day

Revinate Inc. provides Equal Employment Opportunity to all employees and applicants for employment without regard to race, color, religion, gender identity or expression, sex, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Revinate complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

Revinate is not open to third party solicitation or resumes for our posted FTE positions. Resumes received from third party agencies that are unsolicited will be considered complementary.

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