Implementation Project Lead

Tern Travel

About The Position

Tern is looking for an Implementation Project Lead to own the end-to-end onboarding and data migration experience for mid-size travel agencies joining the platform. This is a highly customer-facing, execution-heavy role. You will be the primary point of contact for agencies during implementation—responsible for keeping projects moving, holding customers accountable to timelines, unblocking issues, and coordinating internally to ensure a smooth, successful go-live. You’ll run multiple implementations at once, manage detailed project plans, communicate constantly with customers via email and live calls, and partner closely with Engineering, Data, Support, and Sales to get agencies live quickly and confidently. If you love project ownership, customer interaction, and making complex processes feel calm and organized, this role is for you.

Requirements

Implementation & project management: Experience running end-to-end SaaS implementations, onboarding, or professional services engagements (data migrations required). You’ve owned project plans for multiple concurrent customers.
Expert multitasker: You can balance dozens of moving parts, prioritize across competing demands, and still deliver a high-quality onboarding experience
Customer-facing relationship builder: You’re the main point of contact during implementation and build trust quickly. You hold customers accountable, nudge effectively, and escalate when timelines or quality are at risk
Strong communicator & facilitator: You explain complex technical and operational concepts clearly to both technical and non-technical audiences and can translate those learnings to customers and internal teams
Data-savvy & technically fluent: Comfortable with data migration work—CSV/Excel templates, mapping, QA, and common data edge cases (duplicates, missing fields, mapping mismatches). You can partner closely with engineering and data teams, read basic logs or reports, and communicate technical impact to customers
Product enablement mindset: You enjoy learning product surface area quickly and coaching customers on best practices. You can run product walkthroughs, answer rudimentary product questions, and create simple enablement materials
Startup mentality: Resourceful, bias for action, comfortable with ambiguity, and excited to help shape scalable onboarding processes and playbooks as we grow

Nice To Haves

Experience working with agencies (travel or otherwise), SMB/mid-market services businesses, or advisor/agent networks
Hands-on experience with data migrations and import automation (ETL, ingestion pipelines, or scripting for bulk imports)
Familiarity with project management tooling (e.g., Linear, Notion)
Comfortable with analytics and reporting workflows (Excel/Google Sheets at scale, CSV handling, basic SQL or BI experience)

Responsibilities

Manage the implementation lifecycle: Kick-off. Account setup & Onboarding → Data Migration → Account Provisioning → Launch & Enablement
Maintain detailed project plans, milestone trackers, and project management tools (e.g., Linear) across multiple concurrent agency projects to proactively move customers forward
Drive regular status updates and cadence, both internally and externally, to ensure quality results and readiness for go-live
Serve as the primary, trusted contact for agencies throughout implementation and build strong working relationships with agency owners and operators
Lead kickoff calls, progress check-ins, and go-live planning calls
Hold customers accountable to deadlines; persuade and nudge when work stalls and escalate appropriately when timelines are threatened
Lead trainings and walk-throughs; answer product questions and coach customers on best practices to ensure adoption
Own data migration deliveries: mapping, CSV templates, imports (contacts, bookings/trips, payments, commissions), and post-migration QA
Coordinate with Data & Engineering on account provisioning, production transfers, data fixes, and migration automation
Be comfortable reviewing sample CSVs, understanding common data errors (duplication, mapping mismatches, missing fields), and working with technical teammates to resolve them
Work with Support and Product to answer customer questions and surface recurring issues, bugs, or blockers clearly and effectively
Become deeply familiar with Tern’s product and core workflows and answer foundational product questions during implementation
Run basic trainings or walkthroughs as needed to help agencies confidently go live with the right best practices, resources, and tools to support them
Identify patterns, bottlenecks, and gaps in the implementation process
Help improve templates, documentation, and internal workflows
Provide feedback to Product and Engineering based on real customer experience to influence the roadmap