Director, Implementation

HYBRID

Who we are: Groups360 is a booking engine for meeting space founded in 2014 by former Gaylord Entertainment executives Dave Kloeppel and Kemp Gallineau. Groups360 was created with a singular goal - to empower meeting planners by bringing innovation, transparency, and simplicity to the decades-old problem of booking groups. The company's technology, GroupSyncTM, enables suppliers to distribute inventory, engage with planners, and optimize group revenue. GroupSync also equips planners to search and shop hotels worldwide and book rooms and space directly, online, or through a simplified RFP process. GroupSync is the first distribution channel to offer online booking for both group hotel rooms and meeting space. Groups360 has offices in Nashville, London, and Singapore.

Our Partners: In 2019, major hospitality players Accor, Hilton, IHG and Marriott, invested a combined $50 million in Groups360 to help fuel instant-booking development. In 2022, the world's largest alternative asset manager Blackstone Innovations Partners, New York Hedge fund Fir Tree Partners, and property and technology investment firm, Zigg Capital invested a combined $35 million in Groups360 to help drive the industry wide transformation, making group travel simple.

Life at Groups360: Groups360 is an innovative, high-growth company with offices in Nashville, London and Singapore. Groups360 is an equal opportunity employer, and our dedication to promoting diversity, multiculturalism and inclusion is reflected in the foundation of all we do.

Who we're looking for: The demand for Groups360 products and services is at an all-time high. So, we are looking for ambitious, self-starters who want to impact the $1 trillion meetings and events industry. Successful team members have been those with the desire to be a part of a high- growth team and organization that finds and solves problems individually and as part of a team. If you're looking to be a part of a fast-paced, highly motivating and rewarding environment at the intersection of hospitality and technology, then your next career starts here!

The role: The Director, Implementation is responsible for driving adoption and implementation of GroupSync's suite of products. This role partners with Groups360's Customer Success, Sales, Technology and Product Teams to ensure that products and features purchased by Groups360 customers are implemented completely and on time.

What you will do:

• Drive overall projects and serve as the project manager for external customers throughout any active development, deployment, and implementation of products.

• Collaborate with the Customer Success team assisting in the creation, design, and implementation of a comprehensive digital onboarding experience for all user types.

• Engage in and manage relationships with internal and external stakeholders to implement and maintain digital service applications.

• Be an exceptional communicator through meetings, emails, conference calls, etc. The Director, Implementation is comfortable presenting to all size groups and audiences, including senior executives, partners and customers.

• Act as the single point of contact of all things for assigned customers.

• Partner with Groups360 Customer Care, Sales, Marketing, Technology and Product Teams to facilitate the modification of internal digital service applications ensuring compliance with established policies, procedures, regulations and laws.

• Collaborate and communicate implementation plans ensuring alignment with internal departments; gather suggestions and communicate deadlines to specific departments involved with each customer product implementation.

• Oversee and schedule requirements gathering process. Schedule training to assist the Client with the configuration of the product.

• Demonstrate product features and functionality to external customers.

• Facilitate effective communication between internal and external stakeholders by maintaining direct and routine dialogue aimed at resolving roadblocks and meeting implementation deadlines.

• Manage customer expectations and help them to develop realistic milestones and delivery dates.

• Track customer feedback throughout implementation process and assist with post implementation reviews, identifying gaps that exist and areas for opportunities; reviews customer feedback with internal stakeholders to determine opportunities for process improvement.

• Assess, plan, and manage project risk and contingency tactics, anticipating and resolving issues before they escalate.

• Track and provide customers with visibility to Groups360 progress and timelines.

• Hold internal and external stakeholders accountable to the deadlines that have been agreed upon.

• Assess, plan, and manage project risk and contingency tactics, anticipating and resolving issues before they escalate.

Education and experience:

• Bachelor's degree preferred or equivalent experience.

• 5+ years of project management experience.

• 3+ years' software implementation experience.

• 3+ years working directly with business/customers to understand business needs and applying technology solutions to those requirements.

• Experience using project management software (i.e., Monday.com) required.

Additional eligibility qualifications:

• Ability to measure and analyst key performance indicators (ROI and KPIs).

• Excellent verbal, written and group communication and presentation skills; ability to utilize communication skills to effectively influence across functions and business units as well as across different leadership levels.

• Excellent organizational & analytical skills and ability to multi-task in a fast-paced environment.

• Results-driven and execution-oriented personality, ready to take ownership and get results.

• Strong empathy for customers and a passion for revenue and growth.

• Proficiency in Microsoft Office 365 Suite.

• Valid driver's license.

Core Business Hours: 8:00 a.m. to 5:00 p.m. M-F, HYBRID; these hours may vary depending upon your position and work requirements.

Status: Full-time, Exempt

Travel: Ability to travel 10-20% of the time.

Location: Brentwood, TN (Hybrid)

(Company will not sponsor C2C or Work-related Visas)

Groups360 is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment is decided on the basis of qualifications, merit, and business need.