Training & Implementation Specialist II - AC (Remote - Select States)

• Independently execute key job functions with some supervision.
• Collaborate with Customers, Sales Team, and Training Team to assess onboarding needs and project timelines.
• Serve as the customer's primary point of contact and project manager for the duration of each implementation.
• Facilitate kick-off calls to establish training and implementation plans, along with go-live dates.
• Coordinate and schedule all customer-related training sessions for Accounting Core™ software.
• Prepare thoroughly for training sessions, including customer communication and database setup.
• Assist in developing and upkeep documentation including manuals, handouts, and automated training videos for customers and internal staff.
• Assist in developing and maintaining Standard Operating Procedures (SOP) and Standard Work Instructions (SWI) to ensure operational efficiency and consistency.
• Maintain a process flow to promote cross-departmental standardization efforts.
• Deliver training sessions, both in-person and via webinar, to new and existing customers based on predefined objectives.
• Utilize Excel extensively for supporting data imports (e.g., historical data, vendor information, invoices, budget, forecast, COA, etc).
• Establish and nurture positive relationships with customers through various communication channels.
• Contribute to the creation of customer training materials in tracking tools.
• Collaborate closely with business analysts and product teams to relay customer feedback on new products or changes.
• Employ excellent interpersonal and communication skills to address customer inquiries effectively.
• Provide timely and quality resolutions to customer issues in accordance with established guidelines.
• Adhere to performance standards, including meeting deadlines, quality of work and ensuring customer satisfaction.
• Conduct semi-annual group training sessions at off-site locations.
• Participate in continuing education opportunities to enhance product knowledge and customer support skills.
• Use a project tracking tool to enhance project efficiency, meet deadlines effectively, and ensure timely project updates.
• Possess and maintain targeted cross-product knowledge of Insight™ (our proprietary business intelligent tool) and Labor Management™ (our proprietary time and attendance tool).
• Identify and troubleshoot bugs, then provide repro steps to the Support Team.
• Enter enhancement requests and participate in discussions about product improvement.
• Train and mentor Training and Implementation Specialists I - AC, with periodic reviews of their work for accuracy.
• Handle moderate customer complaints, with the intention of preventing further escalation.
• Drive process enhancement initiatives by developing, automating, and refining procedures and standards to boost productivity and efficiency.
• Demonstrate problem-solving, self-direction, attention to detail, and project or case closure to the customer's satisfaction.
• Provide support to project teams as needed.
• Travel up to 50% to support customer implementation and training activities.
• Other duties as assigned.

• A minimum of ​3​ or more years of experience in a directly related position is ​Required​.
• Completion of a ​Bachelors Degree​ in Accounting or Finance is highly ​Preferred​. Strong preference for the completion of a major in ​Accounting​; or an equivalent combination of education and experience.
• Knowledge of accounting principles, with hospitality experience preferred.
• Must have strong written and verbal skills in English and ability to communicate effectively.
• Must be able to build and maintain positive business relationships with co-workers and other business contacts.
• Must demonstrate problem solving, critical thinking and initiative skills.
• Must have knowledge of a variety of computer software applications especially in MS Office (MS Word, Excel, PowerPoint).
• Strong customer service skills within the professional services industry.
• Skill in verbal and written communication to analyze, interpret and address customer needs.
• Must be skilled in the use of Excel Spreadsheets and formulas. Create Pivot Tables, v-Lookups, knows how to work with formulas, conditional formatting, nested "if" statements, and tips & tricks in general.
• Ability to work in a fast-paced environment, prioritize tasks, and adapt to changing needs.
• Demonstrated professionalism, flexibility, and critical thinking abilities.
• Flexibility to work non-traditional hours, including weekends and holidays as required.
• Certifications and additional training relevant to the profession are advantageous.

• Strong organizational skills and attention to detail.
• Ability to multitask and meet deadlines.
• Capability to work with some supervision.
• Adaptability to changes in the work environment.

• Ability to sit and/or stand for extended periods.
• Ability to perform work on a computer for extended periods.
• Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
• Ability to travel ​50% of the time​ representing the company's interests required.
• Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
• Ability to bend and lift up to 25 lbs.

• Alabama (AL)
• Arizona (AZ)
• Colorado (CO)
• Florida (FL)
• Georgia (GA)
• Iowa (IA)
• Louisiana (LA)
• Michigan (MI)
• Missouri (MO)
• North Carolina (NC)
• Ohio (OH)
• South Carolina (SC)
• Tennessee (TN)
• Texas (TX)

M3 Enterprise hospitality