Product Implementation Manager

About our company
Triptease. We are a disruptive force in the tech space for online travel. Never one to shy from big challenges, we built our reputation on empowering hotels to stand up to the might of Online Travel Agents.

We are uniquely positioned to help hotels in their greatest time of need. The world class data set we’ve been building, combined with a new set of digital marketing tools has positioned us to accelerate our impact on Hoteliers.

With offices in London, NYC, Barcelona and Singapore, we drive over £1bn in revenue for hoteliers around the globe. As we gear up for our next stage of growth, now is an ideal time to join our fast-growth and well funded technology business.

Inclusion is how we unleash the power of diversity. It is how we build our teams, cultivate our leaders and ensure Triptease is the right fit for every person. Come join us on our journey, be comfortable bringing your authentic self to work..Be you!

About our role

In this role, you will be at the forefront of onboarding clients, implementing and activating products, providing technical support, and ensuring our products remain in excellent condition. This position is a blend of stakeholder management and technical expertise, offering you the chance to gain deep knowledge of our products and their operations. You will wear many hats, from pre-sale assessment to integration, troubleshooting, and ensuring data accuracy for business reporting.

In a collaborative and creative environment, you will be encouraged to use your initiative to get things done, and will work closely with other teams such as Product Managers, Engineers, Sales, Customer Success and other Partners.

We’re looking for a results-driven and analytical Product Implementation Manager skilled in developing and executing comprehensive activation strategies. Strong leadership abilities combined with technical expertise and a customer-centric approach are essential. This role is ideal for someone seeking a challenging opportunity to leverage their skills in driving successful product implementations and contributing to organisational growth.

Responsibilities

Problem-solving

• Each customer implementation is different. Be ready to test the implementation is accurate and to escalate any issues
• Communicate and problem solve with partners
• Ensure Go-live timelines are met even when issues surfaced
• Identify and resolve technical issues
• Manage and execute complex product implementations for key clients

Process adherence and optimisation

• Follow all internal processes and organise your time accordingly
• Understand how to prioritise workload
• Review lessons learnt with each process
• Scrupulously maintain accurate reporting of customer status in internal systems
• Conduct in-depth requirements gathering and analysis to understand client needs and customise implementation plans accordingly.

Project Management

• Embrace automation tools, AI, and non-coding solutions to streamline onboarding, provide proactive support, and deliver data-driven insights across the business and for all squads.
• Coordinate cross-functional teams and external vendors to ensure efficient collaboration and timely project completion.
• Communicate with client’s providers to ensure the go-live process is quick and goes smoothly
• Act as the main point of contact for clients throughout the implementation process and after activation, promptly addressing inquiries and resolving issues to ensure a positive client experience.

• Self-driven with strong client-facing and technical management experience.
• Analytical mindset and quick learner.
• Process-driven with excellent collaboration skills.
• Semi-technical background and tech-savvy, with experience using tech tools to improve internal processes (Dev Tools, DataDog, Google Tag Manager, Looker, Google sheets, Zapier, ChatGPT, Gemini, API integrations, data integration platforms, etc)
• Experience in change and transformation projects.
• Strong problem-solving and decision-making abilities.
• This is a nice to have, not mandatory, if you have previous hotel tech experience and can communicate fluently in APAC region specific languages.

Our benefits would vary depending upon location.

Our start-up culture means everybody's contribution matters and is celebrated. We set ourselves ambitious goals and are proud of our ability to deliver those through smart working. Pace. We’re growing. Get on board fast and be part of the journey. Having a real impact on an award-winning and fast-growing company.

• 20 days paid time off
• CPF contributions
• Stock options
• Enhanced maternity & paternity
• Ben benefits* (S$85 per month health and wellbeing budget) You can use this for gym membership, private healthcare, massages, therapy, cinema etc
• Learning budget - S$450 per calendar year*
• Life Event leave (marriage, moving house, child’s first day at school, ceremony or graduation)
• Make a Difference (volunteering) day

*Subject to passing probation

We also offer...

• Monthly remote and in-office socials
• Quarterly review socials
• Hybrid working
• Refer a Friend policy
• Flexibility with childcare
• Sabbaticals (from year three onwards)

We do not require external agency support for the recruitment of this role. Thank you.

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