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Senior Implementation Manager

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Headquartered in Austin, Texas, with its EMEA HQ in Paris, Way is the category-leading B2B technology platform enabling brands to capitalize on the growing demand for transformative experiences. With 76% of consumers prioritizing experiences over material goods, Way delivers the tools brands need to adapt to this seismic shift in consumer behavior.

Founded in 2020, Way has redefined how hospitality brands build loyalty and generate experiential revenue at scale. Industry leaders such as Hyatt Hotels, Graduate Hotels, AutoCamp, and Auberge Resorts Collection, among hundreds of others, leverage Way’s platform to execute unforgettable offerings—from hot air balloon rides over Mexico City to truffle hunting in the French countryside.

Following a $20 million Series A funding round in late 2022, led by Tiger Global and MSD Capital, Way continues to grow at triple-digit rates year-over-year, backed by a $100 million valuation.

We are seeking accomplished professionals eager to work in a fast-paced, results-driven environment that demands excellence and rewards impact.

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)

What You Should Know About Senior Implementation Manager, Way

At Way, a transformative B2B technology platform based in Austin, Texas, we are on the lookout for a Senior Implementation Manager to join our dynamic team. If you thrive in fast-paced environments and are passionate about delivering exceptional client experiences, this could be the perfect opportunity for you! In this role, you’ll manage crucial internal and external stakeholder relationships, ensuring that implementation project plans meet set timelines, and guiding our Enterprise and Mid-Market customers seamlessly from the point of sale to actualization. Your expertise will not only help achieve Time to Launch and Time to Value targets, but also elevate the satisfaction of our clients as you advocate for them throughout their partnership with us. Partnering with industry leaders like Hyatt and Auberge Resorts Collection, you’ll master the Way product, building strategic relationships across various levels within hospitality brands while maintaining a strong focus on driving customer success. You’ll also facilitate a smooth handoff to customer success teams and contribute to process improvements that enhance overall experience. As our operations expand rapidly following significant funding and growth, we need someone who is excited about the experience economy and ready to make a real impact. Your ability to communicate effectively and influence decisions is key, as is your knack for problem-solving in complex environments. If you are located in or willing to relocate to Austin, TX, and you’re seeking to join a company that values commitment and innovation, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Senior Implementation Manager Role at Way

What are the main responsibilities of a Senior Implementation Manager at Way?

The Senior Implementation Manager at Way is responsible for managing internal and external stakeholders, ensuring the success of implementation projects for Enterprise and Mid-Market customers. Key responsibilities include setting timelines, coordinating with team members to drive project outcomes, mastering the Way product to guide clients through implementation, and advocating for customer satisfaction throughout their partnership.