About the Role
As our Implementation Lead, you'll own the execution and operational excellence that takes partners and agencies from a signed contract to successful launch. This role levels up the onboarding and implementation experience for our customers, plays a critical role in their success, and puts you at the center of many of Travefy's largest and most pivotal projects.
This is a high-agency role, with broad exposure. You will run enterprise, host agency, API/white-label and business development partner rollouts (such as insurance and booking providers) end to end: the plan, the data migration, the technical setup, the onboarding and the go-live. We want someone we can trust to truly own an implementation, deliver it at a high standard, and turn every rollout into a repeatable playbook.
For your first six months, you'll focus on onboarding our largest host agencies. From there, the role grows to cover data migrations and processes for agencies of every size, plus the technical onboarding of partners such as travel insurance providers and API users. This is an operational role: our Strategic Accounts team owns the customer relationship, and you own getting the customer live and adopting.
How you'll be measured: time from signature to live, adoption against each partner's ramp target, and partner CSAT.
What You'll Own
Implementation project management
- Be a key point of contact for a defined group of new customers alongside their account manager, running each agency, host agency and enterprise rollout end to end: kickoff, migration, parallel testing, key training and go-live
- Set timelines and milestones with each customer, follow up to keep them moving, and drive activation so customers complete the activities that show they're adopting Travefy, not just attend training
- Run the weekly partner status meeting and own the risk list, escalating major concerns early and keeping internal stakeholders updated
- Say "no" or "not yet" to partners when needed, and advocate internally for what each rollout needs
- Manage the full implementation cycle end to end, from contract handoff through onboarding, launch, and adoption
- Collaborate closely with account management and Travefy leadership on goals and customer relationships; this role works directly with company leadership
Technical setup and API expertise
- Be a Travefy Expert. Understand our API and system architecture with sufficient depth to answer partners' technical questions alongside a CX team that keeps building its own technical capabilities, and know when to escalate to Engineering or Account Management
- Coordinate the technical onboarding of partners such as travel insurance providers and API users, translating between their IT teams and ours
- Own data migration and field mapping (contacts, duplicates, bookings), and coordinate bulk account, team, billing and subscription setup with the account manager
- Handle SSO troubleshooting, day-to-day technical questions from partners, and the technical admin requests from Account Management that land in Product Triage today
Training and enablement
- Design, and where necessary, lead initial client and team onboarding training, with a view to hand ongoing sessions to our CX trainers
- Run partner staff trainings, agent webinars, and office hours, especially on the back office (commissions, reconciliation)
- Write clear agent communications for rollouts reaching thousands of advisors, and coordinate with RevOps on routing and welcome emails for bulk launches
Playbooks and services
- Build a standard implementation playbook (kickoff, data mapping, parallel testing, training plan, agent comms, go-live checklist and handoff), including our API and white-label process, and adapt or add tools to support it
- Define handoffs and SLAs from Sales into implementation and from implementation into Strategic Accounts and CX, with the materials those teams use after go-live
- Help build our services portfolio, starting with migrations
What Success Looks Like
First 30 Days. You know the product deeply, especially the back office and the API. You have built in-depth historical knowledge of our largest rollouts, and you are helping lead the way on our next major host agency implementation.
First 60 Days. You are running that implementation end to end through testing and cutover, and supporting a recent partner through its first back-office payroll. You own bulk partner setup and are driving small to mid-size implementations on your own.
First 90 Days. You own a defined group of new customers end-to-end, with timelines set and customers actively adopting Travefy. You have delivered a standard implementation playbook and defined the handoffs and SLAs from Sales and into Strategic Accounts and CX. Product no longer fields routine API questions, and you are actively improving our processes. You are empowered to put ideas from your past experience to work and you're proactively finding opportunities to do so.
What We're Looking For
You're a high-agency generalist who's run B2B SaaS implementations from kickoff to go-live, and is ready to own them, and the playbook behind them, at a growing company.
Must-Haves
- 2+ years as a technical implementation specialist, technical account manager or technical project manager at a SaaS company, including project management of implementations or onboarding
- Hands-on experience with integrations and APIs, data migration, field mapping, bulk setup, SSO and admin tools
- You're not afraid of complex projects with multiple moving parts and multiple teams involved
- A process builder who creates standardized playbooks and processes
- Strong cross-functional coordination and risk management; you surface major concerns early and get buy-in across teams
- Confident presenting and training customers, and calm and credible with agency leadership
- Organized, clear in writing and customer-oriented: you document everything and build the trust that carries a relationship through a "no" or a delay
Nice-to-Haves
- Travel industry experience, especially with host agency operations and back-office systems (commissions, reconciliation, advisor payroll). This is a major advantage: it means a faster ramp-up
- Experience implementing API or white-label partnerships, or building a services offering such as data migrations
- Experience writing customer communications for large user bases
How You Work
Ownership mindset. You take full accountability for your implementations, from kickoff to the day the customer is live and adopting. You identify what needs to happen and make it happen, without waiting to be asked. When a rollout needs help, you raise it early, with a recommendation in hand.
Critical thinking and problem solving. You get to the root of an issue and find a path forward, even when the answer isn't documented. You weigh the tradeoffs, make sound calls on your own, and know when a question needs Engineering or Account Management. You spot risks before they become problems.
Is a craftsperson. You bring deep skill to your work, take pride in it and keep getting better. If you haven't been trained on something, you go learn it. You explain technical concepts clearly to non-technical stakeholders and turn partner requirements into clear plans.
Cross-functional fluency. You build trust with Sales, Product, Engineering, RevOps and CX, and you are comfortable advocating for what a rollout needs. You bring the right people in at the right time and keep everyone aligned on the plan. You work through disagreements directly, so customers never feel the seams between teams.
Shows up for teammates. Your teammates can count on you. You do what you say you'll do, share what you know, and step in when someone needs a hand. When something's off, you say so directly and kindly and work on the fix together, and you celebrate the wins with them.
Compensation & Details
- On Target Earnings: $90,000 - $100,000 depending on experience ($75,000 - $85,000 base plus performance compensation).
- Location: Remote anywhere in the United States, or hybrid from our Lincoln, NE, Omaha, NE or Pennington, NJ office.
What We Offer
- Competitive cash compensation
- Flexible Time Off + Annual Travel Stipend
- Health, Dental & Vision insurance for you and your family
- 401(k) with automatic company contribution
- Annual team retreats to exciting destinations
- Technology, learning budgets, and more!
