Customer Project Specialist I

M3 (www.m3as.com) is a leading provider of hospitality-specific software solutions, delivering cloud-based tools for hotel accounting, financial reporting, labor management, payroll, and business intelligence. Built by hoteliers for hoteliers, M3 empowers hotel owners, operators, and management companies to streamline back-office operations, reduce costs, gain real-time insights, and drive portfolio performance across thousands of properties in North America and beyond.

Description Summary: 

The Customer Project Specialist I is responsible for supporting new customer on-boarding projects and existing customer projects. Also, complete projects for customers who need assistance with M3 Accounting systems maintenance and troubleshooting financial data discrepancies. Work with customers and internal teams to establish and execute an achievable implementation/project schedule. Maintain all processes and import files required to timely and accurately on-board customers and complete projects.  

Essential Duties: 

​​The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.​ 

• Work with customers, Sales, Onboarding, CSM and data integration Teams to evaluate onboarding needs and establish implementation/project timing under close supervision. 
• Maintain positive working relationships with customers through emails, phone calls, and other communication channels. 
• Employ strong interpersonal and communication skills to effectively respond to customer requests and ensure satisfaction. 
• Work individually or as part of a team to complete various project tasks, including new customer onboarding, implementation, financial review, accounts payable aging, bank reconciliation, and custom project scopes, all under close supervision. 
• Learn how to complete different types of work for customers while gaining a deeper understanding of the processes involved. 
• Create and manage customer projects using tracking tools , and other platforms. 
• Maintain individual and team capacity to meet project demands and expectations set by management. 
• Demonstrate problem-solving, self-direction, attention to detail, and case closure to the customer's satisfaction. 
• Achieve and maintain performance standards, including meeting deadlines, producing quality work, and ensuring customer satisfaction. 
• Focus on learning how to perform tasks efficiently and developing the skills necessary to work independently over time. 
• Submit project work details to the billing team to ensure customers are billed accurately for completed project tasks. 
• Update tracking information to support KPI reporting and audits, learning how to track and report key metrics. 
• Assist customer’s designated point of contact  as requested, including supporting customer communication and helping with database setup for training classes. 
• Create and maintain documentation, such as manuals, handouts, enhancement documentation, and automated training videos for both customers and internal personnel. 
• Participate in training activities to maintain technical proficiency and broaden product knowledge. 
• Work daily with Excel to support the importing of customer data (e.g., trial balances, vendors, aging, budgets, forecasts, COA, etc.). 
• Share customer feedback with the Implementation Lead regarding new products and product changes. 
• Deliver timely and quality resolutions by interpreting customer problems, researching available resources, and applying solutions under close supervision based on established guidelines and procedures. 
• Achieve and maintain performance standards, including learning to meet deadlines, producing quality work, and ensuring customer satisfaction. 
• Take advantage of continuing education, seminars, or workshops to enhance knowledge and improve customer assistance capabilities. 
• Perform other duties as assigned, focusing on learning and growing in all areas to work more efficiently 

Education/Training/Experience:  

• 1-3 years of experience in a directly related position is highly preferred and a minimum of 2 years of experience in bookkeeping/accounting related field is required. 
• Associate’s degree in accounting or finance highly preferred, or an equivalent combination of education and experience. 
• Strong competence for customer service in the professional services industry required. 
• Knowledge of accounting principles. 
• Hospitality experience is preferred. 
• Must be highly skilled in Excel Spreadsheets and formulas. 
• Excellent verbal and written skills. 
• Must be able to multi-task, establish priorities and organize efficiently. 
• Any of the above may be substituted with additional education or additional experience. 
• Must have strong written and verbal skills in English. 
• Must have knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software (MSWord, Excel, Access, PowerPoint)