Senior Implementation Manager
Austin
Customer Success /
Full Time /
On-site
Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform empowering brands to unlock the power of experiences. In a world where 76% of consumers prefer spending on experiences over material goods, Way enables brands to adapt to this shift with cutting-edge technology.
Founded in 2020, Way began as a solution for hospitality brands to drive brand loyalty and generate experiential revenue at scale. Industry leaders like Hyatt Hotels, Hilton, Trailborn, and Auberge Resorts Collection rely on Way’s all-in-one experiential platform to launch unforgettable experiences — from hot air balloon rides in Mexico City to truffle hunting in the French countryside.
Way has achieved significant milestones, including a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital (Michael Dell), at a $100M valuation. As the company continues its rapid growth, we’re seeking visionary, driven team players to join our dynamic environment, where challenges are met with unmatched rewards as we transform the hospitality and experiences industry globally.
Key Responsibilities
- Manage internal and external stakeholders by setting and managing timelines for implementation project plans for Enterprise and Mid-Market customers to achieve Time to Launch and Time to Value targets.
- Coordinate with internal and external stakeholders to drive the success of Enterprise Level to build a foundation for future Enterprise account expansion.
- Master the Way product, and be a strategic advisor to your client partners through the entire implementation phase from closed sale to go-live.
- Achieve a high level of customer satisfaction while continuously serving as a customer advocate throughout their long-term partnership.
- Build strategic client relationships from a top-down and bottom-up approach working across corporate brand teams in the hotel and hospitality industry as well as property level contacts for managing experience programming on Way.
- Provide clean hand offs from implementation to Customer Success and Support teams at the conclusion of the product implementation phase.
- Provide input on improving the customer experience by participating in customer journey mapping, and general feedback driving continuous process improvement to enhance time to value from a customer perspective and business perspective.
- Communicate product escalations and feature requests.
- Balance multiple stakeholder priorities and remove blockers to drive adoption.
- Occasional travel for client visits is required.
Basic Qualifications
- Bachelor's degree or certificate program in higher education
- 3+ years of experience in a client-facing role for software implementation services
- Strong analytical, organizational and problem-solving skills
- Proficient in data analysis, interpreting results to drive meaningful conclusions
- Experience in influencing stakeholders to drive decision-making
- Candidates are required to be located in or willing to relocate to Austin, TX
- You should be excited about startups and not looking for an easy job - this is a commitment, but it’s a commitment that will set you, and as a byproduct, the company, apart from the pack
Preferred Qualifications
- A genuine interest in the experience economy
- Excellent written and verbal communication skills
- The ability to thrive in a dynamic, fast-paced start-up environment
- Very strong organizational skills and the ability to manage and develop relationships among our hospitality brand partners
- The drive to contribute to a positive team environment and collaborate by always sharing strategies with your peers
- Going above and beyond is second nature
Nice to Have
- Proficient in Spanish or French
- Experience working at a Series A or Series B start-up
- Hotel Industry operator/marketing experience
Benefits
- Compensation includes a highly competitive salary, generous equity, medical, dental, and vision coverage paid 100% by the company, 401K benefits, and other travel-related perks
- $500 Annual Experience Stipend (Can be used at any of our client partners)
