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Enterprise Launch Manager
US-NY-New York
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As an Enterprise Launch Manager on the Customer Success team, you will be responsible for the successful implementation of TripActions travel and expense platform with a portfolio of Enterprise customers. You will play an integral part in ensuring our customers have a smooth and seamless onboarding experience by acting as the global project manager and technical point-of-contact through launch. This role will drive cross-functional partnerships with the TripAction's internal team - Sales, Support, Marketing, Product, Engineering, and Finance.

This role does require experience working with one of the following: month end close experience preferably with cloud based ERPs, experience implementing or administering expense programs or corporate card programs.

Own implementation success from project kickoff to go-live, leveraging strong project management skills and deep product knowledge.

Build and execute detailed project plans, own project activities, work with other team members to execute on project deliverables to ensure on time, high quality deployments.

Identify and drive efficiency in the onboarding process by developing best practices and process improvements on an ongoing basis, and create and maintain process documentation / work instructions

Partner with Customer Success as a customer-facing consultant to drive complex, multi-stakeholder global implementations across industries to understand the customers business and technical needs related to the implementation and adoption of the TripActions platform

Lead the discovery process for qualifying and creating a solution that solves customers objectives to integrate TripActions features into existing workflows

Assist customers in navigating the technical aspects of the onboarding process and identifying when to best utilize the Technical Resource Manager

Understand and document customer pain points, advocate for them internally to influence product changes.

Assist customers to quickly identify potential issues and escalate them appropriately to ensure the best possible experience during the onboarding period

What You'll Do:

Serve as a TripActions and Implementation subject matter expert

Act as a trusted advisor for customers, guiding them through the implementation ensuring they leverage and apply TripActions Best Practices.

Develop and optimize enterprise training programs including written and video collateral.

Identify and work with sales on pre-engagement opportunities and RFPs

Collaborate with Sales, Product, Operations, Travel Experience/Support, Consulting & Supply, and Customer Success in order to meet existing, new, and future customer needs

Create, maintain and communicate plans and progress to PM.

Develop tailored training programs including hosting remote or on site training, creating training materials and standard operating procedures.

Provide an excellent customer experience through high-quality communication and interactions.

Act as the key Project Manager ensuring accurate completion of numerous implementation tasks.

Identify areas for improvement in the customer experience, both in our product and processes.

Advocate for customer needs and issues cross-departmentally.

What Were Looking For:

4+ years in project and account management or implementations where you have had to advise clients, build strategic relationships, implement and onboard complex customers, and run multiple efficient projects at once.

Experience implementing or administering expense programs and/or corporate card programs

Experience with month-end close experience, preferably with cloud based ERPs (e.g. NetSuite, Sage Intacct, Quickbooks Online)

You are a hyper-effective person who can dig into the weeds, pull up to connect back to strategy, and generally gets stuff done.

Understanding the unique business requirements of customers within multiple industries and translating/presenting those needs into a compelling vision and roadmap for our customers.

Solid oral, written, presentation and interpersonal communication and relationship skills.

Proven time management skills in a dynamic team environment.

Ability to work as part of a team to solve problems in dynamic, energizing environments.

Inquisitive, practical and passionate about technology and sharing knowledge.

Likes to be the first to know something and to understand why and how things happen.

Good at explaining ideas and finding ways to keep peoples attention.

Willing and able to travel to visit customers and prospects

CPA Preferred


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