Lead multiple client software implementations from planning through go-live. Responsibilities include project management, client relationship management, onboarding and training, technical configuration, cross-functional coordination, problem-solving, documentation, and continuous process improvement. The role serves as the primary client contact during onboarding and partners with Sales, Customer Success, Technical Support, Product, and Engineering to ensure successful adoption and a smooth client experience.

Manage customer invoicing, payment recording, cash application, account reconciliation, aging reports, collections follow-up, billing discrepancies, Stripe disputes, audit support, and accounts receivable process improvements. Collaborate with sales, operations, and customer service teams to resolve billing issues and maintain accurate customer accounts.

Deliver live onboarding, refresh, and role-specific training for Craftable customers across hospitality-focused SaaS modules. Create customer-facing guides, videos, exercises, job aids, and onboarding resources. Tailor learning to customer roles, workflows, configurations, and usage patterns while monitoring progress and addressing training gaps. Collaborate with Implementation, Professional Services, Support, Product, Engineering, and Customer Success to improve adoption, troubleshoot basic workflow issues, and surface recurring customer needs.