Implementation Specialist

The Implementation & Training Representative plays a key role in ensuring RMS clients achieve success with our software, delivering high-quality training and onboarding for new and existing clients. This role guides clients through the software’s features and functionality, helping them build confidence and proficiency in using the product effectively.

This requires strong communication skills, patience, and adaptability — tailoring training approaches for clients with different technical skill levels, whether delivered on-site or remotely. The role also serves as a key connector between clients, the Customer Success team, and Product teams, keeping training materials current and client feedback flowing into product development.

Job requirements

• Background in a client-facing role such as customer support, implementation, or account management, with experience onboarding or training clients.
• Excellent verbal and written communication skills, capable of presenting and explaining technical information clearly to clients of varying technical proficiency.
• Strong problem-solving skills, with the ability to proactively identify and resolve client issues or concerns with the software.
• A collaborative mindset, comfortable working across product, customer support, and sales teams.
• Hospitality or PMS experience preferred, given the complexity of the product.

Job responsibilities

• Conduct comprehensive training sessions for new and existing clients on RMS Cloud’s reservation system software, covering all functionalities and best practices.
• Customize training approaches to accommodate the unique needs and technical skill levels of various clients.
• Provide training through both on-site visits and remote platforms such as webinars and video conferencing.
• Support clients during the onboarding phase, addressing questions or challenges to facilitate a smooth transition.
• Collaborate closely with Customer Success teams to ensure client expectations are met and proactively resolve issues.
• Track training completion and monitor client progress, providing detailed reports on client readiness and areas for improvement.
• Collect client feedback to enhance training strategies and keep materials current.
• Maintain communication with Product and Development teams on software updates and new features, ensuring training content stays accurate.
• Share client feedback and common inquiries with internal teams to inform product enhancement and feature development.

Job benefits

Why RMS?

Growth and Progression

You will have the chance to expand your scope, develop new skills, and progress your career as the business scales.

Ownership and Autonomy

You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes.

Work That Matters

Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed.

Exposure to AI and Modern Ways of Working

We actively invest in AI-enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future.

Flexible, Hybrid Working

We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person.

Inclusive and Supportive Culture

We are collaborative, down-to-earth, and supportive. Diverse perspectives are welcomed, ideas are encouraged, and people are treated with respect