Technical Implementation Specialist

Revinate is the hotel data activation platform for hotels, groups, resorts, and enterprise brands. Every hotel has that guest: years of stays, the same room, never skips the spa. But their story sits scattered across the PMS, the booking engine, the spa system, and whoever happened to be on shift. Revinate brings that story together. We connect and clean guest data from every system into Rich Guest Profile® data, then put it to work for the people who look after guests. Reservations answers the phone already knowing the guest. Marketing sends the spa offer to the guest who raved about the spa. Behind it all, Ivy, our AI intelligence layer trained on 17 years of hospitality data, reads the patterns and handles the digital labor. Revinate powers 1.1 billion Rich Guest Profile® data points across 12,500+ hotels, driving over $24 billion in direct revenue. Get Revinate. Get superpowers.

Top 3 Outcomes for Year One - Develop a strong foundational knowledge of all Revinate SaaS products and the configuration processes required to implement them.

- Independently configure and manage customer accounts for multiple core product implementations simultaneously, handling both standard rollouts and complex integrations.

- Become an expert on advanced configuration requirements and tier-two tickets, providing cross-functional technical support and resolutions within designated SLA timeframes.

What You’ll Do Implementation & Project Execution

- Lead the customer implementation process end to end, serving as the primary technical point of contact to ensure on-time delivery and a smooth onboarding experience across the entire SaaS product suite.

- Gather detailed customer requirements and accurately convert them into comprehensive system configurations across multiple product lines to achieve the client's desired outcomes.

- Organize and lead effective internal and external project meetings, proactively communicating expectations, procedures, and requirements to all stakeholders.

Technical Configuration & Integration

- Execute and manage the hands-on back-end technical setup, customization, and configuration of diverse SaaS systems and solutions.

- Coordinate with third-party software vendors to acquire necessary technical details and secure required resources for complex system integrations.

- Validate the correct implementation and intended functionality of all technical components, ensuring seamless communication between internal systems and external integrations.

Quality Assurance & Troubleshooting

- Perform rigorous quality assurance (QA) and thorough testing of product functionality and performance metrics prior to project closure and official launch.

- Resolve real-time technical product issues encountered during onboarding, utilizing critical thinking to troubleshoot and perform back-end adjustments.

- Review customer inquiries, research complex technical issues, and provide timely resolutions or escalate to management and engineering when necessary.

Customer Enablement & Cross-Functional Collaboration

- Serve as a subject matter expert (SME) on the platform, advising customers on how to maximize the value of their services and providing solutions for potential obstacles during live calls.

- Act as a critical liaison between the customer and internal product/engineering teams, advocating for customer-requested enhancements to drive continuous product improvement.

- Manage ongoing project documentation, including the creation, maintenance, and distribution of internal Standard Operating Procedures (SOPs) and knowledge resources to enhance service quality.

Supplementary Product Support (Telephony)

- Handle supplementary telecommunications tasks as needed, including managing toll-free and local number inventory, performing routine audits, and executing off-program workflows in accordance with carrier protocols and internal SOPs.

What You’ll Bring - An associate's degree or equivalent training, plus