Implementation Specialist

Job Purpose:

The Implementation Specialist will be responsible for assisting and, in some cases, leading the implementation of Cendyn Products for and on behalf of Cendyn customers. Primary job responsibilities are to interact with customers on independent implementations as well as with the wider Cendyn Services team (Customer Delivery, Technical Delivery, HTML, Project Management) and maintain project status, updates, and assist the project teams with various requests, data configurations and QA. This role will be responsible for owning and managing the business relationship between Cendyn and its customers during onboarding, including acting as the Cendyn subject matter expert during the implementation journey.

Job Responsibilities:

• Implement, test, and troubleshoot Cendyn products to support new implementation of customers.
• Lead projects if assigned as the lead resource
• Maintain and update project schedules for milestones in Jira & Salesforce (& additional tools introduced)
• Complete delivery tasks and projects on time, for both external and internal customers, in a multi-tasking environment.
• Work with several teams to help coordinate project schedules and timelines, ensuring business related functions remain on target with project milestones
• Support Project Managers and/or Implementation Specialists on planning and implementation on their projects when assigned.
• Be the point person for project or sub-project; take proactive steps to make sure there is constant, steady progress to the customer and internal stakeholders.
• Test and troubleshoot Cendyn products and lead projects if they are assigned as the lead resource
• Gain an in-depth understanding of Cendyn products and internal processes
• Oversee project reviews with property management to guarantee they understand the setup and system goals prior to initialization
• Facilitate requests/meetings/calls with other project related subject experts for the Cendyn suite of products. Ensure customers receive all the necessary information, trainings and reviews for all products contracted
• Prioritize requests for system enhancements and coordinate follow-up with the Cendyn product management group as needed.
• Provide detailed feedback and reviews for implementation handoff to the Account Management & Support Teams
• Mentor, coach, and assist in the development of team members within Services Team relating to implementation topics.

Requirements:

• Bachelor’s degree with 2+ years’ implementation experience
• Experience working in the hospitality industry
• Flexible working patterns across global time zone when needed to support customers.

Competencies:

• Excellent communication skills, both written and verbal
• Demonstrated ability to meet commitments, build consensus, negotiate resolutions, and garner respect from other team members
• Strong customer service focus encompassing both external and internal customers
• Ability to manage multiple priorities, projects and deadlines under pressure, work with limited direction and documentation, and thrive under uncertainty
• Inquisitive and proactive in asking questions.

Work Schedule:

Monday through Friday, 5 AM to 2 PM India Time and subject to changes by Manager’s communication. This will allow cover the APAC hours (Australia/ New Zealand) to ensure adequate collaboration. This role will be working in hybrid mode and will require at least 2 days’ work from office at Hyderabad.

EEO Statement:

Cendyn provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, colour, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Cendyn complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Cendyn expressly prohibits any form of workplace harassment based on race, colour, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Cendyn’s employees to perform their job duties may result in discipline up to and including discharge.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.