Implementation Analyst

Summary :

The implementation analyst meets with clients after a sale is made and it has been communicated that the client wants to be integrated with a partner property management system (PMS). The implementation analyst also maintains client integration contact information, data, and documents. Once all pre-work is completed, the implementation analyst will complete the integration setup between the company and the client’s PMS.

Responsibilities :

Respond to inbound requests from all channels (phone, portal, and / or chat) within prescribed service levels

Identify, assess, and resolve all new and existing concerns

Monitor, document, and manage the resolution process in a timely manner while effectively communicating status with the client to maintain a high degree of client satisfaction

Qualifications :

1–2 years of customer service experience

Attention to detail

Ability to thrive in dynamic environments

Skilled in conflict resolution and problem-solving

Adaptability in different technical situations

Highly analytical and organized

Willingness to champion change

Proficient in customer support and CRM systems

Experience in DevOps communication

Bachelor’s degree or relevant work experience

Excellent communication skills

Property management experience, a plus

Security certification, a plus

Prior experience or knowledge of API integrations, a plus