Implementation Lead

Travefy•Pennington, NJ

6d•$90,000 - $100,000•Remote

About The Position

The Implementation Lead owns the execution and operational excellence of customer and partner implementations, taking them from signed contract through launch and adoption. The role manages enterprise, host agency, API/white-label, and business-development partner rollouts end to end, including project planning, data migration, technical setup, onboarding, and go-live. The first six months focus on onboarding the largest host agencies; the role then expands to migrations and implementation processes for agencies of all sizes and technical onboarding for partners such as travel insurance providers and API users. Strategic Accounts owns customer relationships, while the Implementation Lead owns getting customers live and adopting Travefy. Success is measured by time from signature to launch, adoption against partner ramp targets, and partner CSAT. The role combines implementation project management, technical coordination, customer training, and process development. The Implementation Lead works with customers and internal teams, including Account Management, Sales, Product, Engineering, RevOps, CX, and company leadership. They build repeatable implementation playbooks, define team handoffs and SLAs, and help develop a services portfolio beginning with migrations.

Requirements

At least 2 years of experience 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 administrative tools.
Ability to manage complex projects involving multiple moving parts and teams.
Experience building standardized playbooks and processes.
Strong cross-functional coordination and risk management skills, including surfacing concerns early and securing stakeholder buy-in.
Confidence presenting to and training customers, and the ability to communicate credibly with agency leadership.
Strong organization, clear written communication, and a customer-oriented approach, including thorough documentation and the ability to maintain trust through delays or difficult decisions.

Nice To Haves

Travel industry experience, especially host agency operations and back-office systems such as commissions, reconciliation, and advisor payroll.
Experience implementing API or white-label partnerships, or building a services offering such as data migrations.
Experience writing customer communications for large user bases.

Responsibilities

Manage agency, host agency, enterprise, API/white-label, and other partner implementations end to end, from contract handoff through onboarding, launch, and adoption.
Serve as a key point of contact for assigned new customers alongside their account manager; lead kickoff, migration, parallel testing, key training, and go-live.
Set customer timelines and milestones, follow up on activities, and drive activation and adoption.
Run weekly partner status meetings, maintain risk lists, escalate major concerns early, and keep internal stakeholders informed.
Advocate internally for rollout needs and set appropriate expectations with partners, including communicating when something is not yet possible.
Develop sufficient expertise in Travefy’s API and system architecture to answer partner technical questions and identify when to escalate to Engineering or Account Management.
Coordinate technical onboarding for travel insurance providers, API users, and other partners, translating between partner IT teams and Travefy teams.
Own data migration and field mapping for contacts, duplicates, and bookings; coordinate bulk account, team, billing, and subscription setup with Account Management.
Handle SSO troubleshooting, routine technical partner questions, and technical administration requests from Account Management.
Design and, when needed, lead initial client and team onboarding training, with the goal of handing ongoing sessions to CX trainers.
Conduct partner staff trainings, agent webinars, and office hours, especially on back-office topics such as commissions and reconciliation.
Write agent communications for large-scale rollouts and coordinate routing and welcome emails for bulk launches with RevOps.
Build and maintain a standard implementation playbook covering kickoff, data mapping, parallel testing, training, communications, go-live, handoff, and API/white-label processes; adapt or add supporting tools.
Define handoffs and SLAs from Sales into Implementation and from Implementation into Strategic Accounts and CX, including post-launch team materials.
Help develop Travefy’s services portfolio, beginning with migrations.
Coordinate cross-functionally with Account Management, Travefy leadership, Sales, Product, Engineering, RevOps, and CX.