Implementation Specialist I

Actabl•Denver, CO

5d•$52,000 - $57,000•Hybrid

About The Position

The Implementation Specialist at Actabl plays a crucial role in the successful deployment of our solutions, ranging from assisting with initial configurations to independently managing complex implementations for key clients. This individual will utilize customer requirements to configure Actabl applications, work closely with customers throughout the deployment lifecycle, and ensure a smooth transition through configuration, deployment, and hand-off activities. Responsibilities expand to include advanced configuration, client relationship management, mentorship, development of best practices, and strategic oversight of multiple projects and team members, ultimately ensuring high-quality and timely solution delivery.

Requirements

2+ years knowledge of SaaS experience preferably in the hotel industry
Skilled in SaaS Platform configuration and customization
Customer Service, technical experience, or similar experience preferred
Ability to triage current work queue and prioritize accordingly
Comfortable using modern AI tools to increase productivity, including summarizing information, drafting and refining content, analyzing data patterns, and supporting decision-making in your day-to-day work.
Experience training Customers on how to use the software, and addressing their specific business needs preferred
Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical)
Ability to work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software
Apply strong critical thinking when working with AI-generated output. Know how to check for accuracy, identify bias or gaps, and validate results before relying on them.
Analytical and Problem-Solving Skills
Problem Diagnosis: Ability to troubleshoot and diagnose issues that arise during implementation (both technical and non-technical).
Business Process Analysis: Understanding how a customer’s workflows and processes work so you can help adapt the solution to their specific needs.
Data Analysis: Ability to work with customer data to ensure smooth integration and reporting, possibly using tools like Excel, BI platforms, or analytics software.
Understanding of software platforms: Familiarity with cloud-based software solutions and how they differ from traditional software models.
Configuration & Customization: Experience configuring software products to meet client needs, including adjusting settings, setting up workflows, and customizing features.
Data Management: Skills in managing, migrating, and validating data from client systems into the software platform.
Customer Onboarding and Training: Experience guiding internal and external customers through the onboarding process, training them on how to use the software, and addressing their specific business needs.
Customer Communication: Strong verbal and written communication skills to explain complex concepts clearly to non-technical clients.
Customer Service Orientation: A proactive attitude toward helping internal and external customers resolve problems quickly, as well as fostering long-term customer relationships.
Cross-functional Collaboration: Experience working with development, sales, support, and customer success teams to ensure all aspects of the implementation are covered.
Industry-specific Expertise: Knowledge of the hospitality industry is beneficial to understand the customer’s pain points and operational needs, but not required.
Compliance & Security Awareness: Familiarity with data protection regulations (e.g., GDPR, HIPAA) and best practices in software implementations that involve sensitive customer data.
Adaptability: Software environments are dynamic, so the ability to adapt to changing customer needs, product updates, and new challenges is essential.
Attention to Detail: Implementations often involve detailed configurations and data setups, requiring accuracy.
Time Management: Ability to handle multiple projects at once and prioritize effectively.

Nice To Haves

Candidates located outside of the Denver Metro Area will be reviewed and considered if necessary.

Responsibilities

Perform comprehensive system setup and configuration based on client requirements and project specifications.
Execute accurate and efficient data loading from various sources into the system.
Design, develop, and implement custom reports to meet client analytical and operational needs.
Conduct detailed data mapping and transformation to ensure seamless integration and data integrity across systems for all implementation projects.
Actively participate in customer calls and meetings alongside Project Managers to provide technical support and address client inquiries.
Contribute to project review sessions by offering insights into technical progress, challenges, and proposed solutions.
Collaborate with Project Managers to understand client expectations and translate them into actionable technical tasks.
Maintain robust and proactive communication with Project Managers and relevant stakeholders regarding project progress, milestones, and potential roadblocks.
Promptly escalate any critical issues, risks, or deviations from the project plan to the Project Manager, providing clear context and proposed solutions.
Accurately and comprehensively document all custom configurations, system settings, and process flows within customer accounts.
Maintain detailed records of changes, updates, and specific client requirements to ensure consistency and facilitate future support.
Proactively identify and diagnose configuration problems, system malfunctions, and data discrepancies.
Conduct thorough research and analysis, utilizing internal knowledge bases, documentation, and external resources to identify root causes.
Develop and test alternative solutions, consulting with peers and subject matter experts to validate approaches before implementation.
Explore and apply AI tools in your day-to-day work, finding new ways to simplify tasks, accelerate outcomes, and elevate your effectiveness.
Support and actively participate in business process testing (BPT) of the application to ensure functionality aligns with client requirements.
Collaborate with quality assurance teams to identify, report, and track defects.
Assist in preparing test data and executing test scripts prior to formal end-user acceptance testing (UAT).
Proactively monitor project timelines and individual task progress to ensure all components of implementation projects are completed on schedule.
Identify potential delays early and collaborate with the project team to mitigate risks and maintain project momentum.
Coordinate and effectively prioritize multiple implementation tasks, balancing competing demands and deadlines.
Develop and maintain detailed project plans, timelines, and task lists, ensuring clear accountability.
Regularly communicate project status, progress, and identified risks to project managers, senior management, and customers as needed, providing transparent updates.
Assist in overseeing the entire implementation process, working closely with internal teams and external customers to ensure adherence to quality standards.
Conduct internal reviews and validations to confirm that implemented solutions meet functional and technical specifications and deliver a high-quality end product.
Provide expertise and guidance to ensure best practices are followed throughout the implementation lifecycle.
Perform other duties as assigned to support the team and organization’s goals.

Benefits

Medical, dental, and vision insurance plans for employees & eligible spouse and/or dependents
Employer-paid life & AD&D, short-term disability & long-term disability
Discounted pet insurance plans through Wishbone
Employee Assistance Program (EAP) services available to employees & their dependents
On-site gym available for free use at Denver office
Competitive base salary with bonus structure
Healthcare spending accounts with employer contributions
401(k) plan with an employer match of up to 4%
Unlimited discretionary time off hours to be used when needed
10 observed US federal holidays throughout the year
Winter recess for all Actabl employees between December 24th-January 2nd
12 weeks of parental leave for both birthing & non-birthing parents