Implementation Specialist

• Provide Level2 operations support of IP based services
• Carry out effective & quality customer service on all International IP services
• Resolve customer issues by providing technical support
• Provide 2nd level support to the NOCs
• Work with the core engineering team to resolve higher level problems
• Participate in Migrations and support of additional products as needed
• Provide support within a global team to ensure proper handover of tasks

Senior IP Customer Engineer

• Lead end-to-end implementation projects, acting as the primary point of contact from point-of-sale to a fully operational, live product and ensuring a seamless client experience;
• Conduct deep-dive discovery sessions to understand clients' procurement and financial processes and translate business requirements into customized, optimized product workflows;
• Manage timelines, deliverables, and technical alignment, guiding clients through data mapping, validation, and migration of vendor lists, budgets, item catalogs, and other business data into the platform;
• Keep both internal teams and client-side stakeholders on track with strict deadlines, managing risks and unblocking technical dependencies;
• Deliver high-impact interactive workshops and onboarding sprints for key client stakeholders, enabling them to operate the platform independently;
• Create tactical, highly structured enablement resources (deployment playbooks, configuration guides, short video workflows) to standardize the implementation process;
• Partner with Sales, Product, and QA teams to escalate technical blockers and translate client feedback into actionable product improvements.

Implementation Consultant, Fluent English – B2B Client Onboarding

• Execute onboarding strategies aligned with company and client objectives
• Configure and customize POS systems, including menu-building based on client requirements
• Accurately handle client data entry and system configuration
• Deliver clear, friendly verbal support and training to customers
• Troubleshoot client issues and collaborate with internal/external teams to resolve them efficiently
• Provide ongoing external support for both technical POS concerns and general customer service needs
• Adapt to a shifting work schedule as needed

POS Implementation and Onboarding Specialist

• Manage the end-to-end implementation process for new clients
• Conduct discovery sessions to understand client business goals, portfolio structure, and reporting requirements
• Configure client accounts, dashboards, reporting settings, and user permissions
• Coordinate data integration and system setup activities
• Develop implementation timelines and ensure milestones are completed on schedule
• Deliver onboarding sessions, product demonstrations, and training workshops
• Educate clients on key performance metrics including occupancy, ADR, RevPAR, booking pace, market trends, and competitive benchmarking
• Act as the primary implementation contact for clients during onboarding
• Coordinate with Customer Success, Product, Engineering, and Support teams to ensure seamless deployments
• Track implementation progress and communicate status updates to stakeholders
• Support client adoption and engagement during the initial onboarding period.

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• Review current workflows and project management processes.
• Facilitate stakeholder workshops.
• Recommend best-practice agency workflows and system architecture.
• Design and configure ClickUp spaces, folders, lists, templates, statuses, and custom fields.
• Build end-to-end workflows for client onboarding, briefing and intake processes, marketing campaign delivery, creative and content production, recurring and retainer work, internal projects.
• Implement project tracking and delivery processes.
• Configure workload and resource management.
• Improve visibility of project status, priorities, and team capacity.
• Set up timesheets and time-tracking processes.
• Create dashboards and reporting for project status, team workload, capacity planning, time utilisation, delivery performance.
• Build automations to reduce manual administration.
• Document processes and system architecture.
• Deliver training and handover sessions to ensure team adoption.

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