Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

As the Technical Integrations Project Specialist, you will manage PMS's (Property Management Systems) implementation, ongoing customer success (Property Management Systems), and other integrations for Tripleseat hotel customers. This role involves managing project plans, guiding customers throughout the implementation process, and collaborating closely with the Hotel Integrations Engineer, customer success, product, billing, and support teams. You will be responsible for addressing customer inquiries and requests, serving as a product expert, and developing/documenting processes that streamline workflows and build operational excellence.

Location:

1. This position is open to remote candidates eligible to work in the United States.

2. The position will be hybrid if the ideal candidate is local to our Concord, MA, office.

Travel Expectations:

1. If located outside the Concord, MA area, you will complete initial onboarding at our Concord, MA office, followed by quarterly in-office visits.

2. If located near Concord, MA, occasional travel may also be required for company events and training.

Core Responsibilities:

Customer Success

• Act as the main point of contact for implementing and onboarding PMS and other integrations for Tripleseat customers.

• Assist with support for PMS and other integration-related issues.

• Serve as an ongoing resource for PMS and other integration customer needs and issues.

• Develop and deliver customer-facing training, ensuring both technical and non-technical stakeholders have the resources and knowledge to utilize the product effectively.

Consultation and Support

• Provide insightful consultation and strategic guidance to help customers reach their goals.

• Troubleshoot potential issues, ensuring customer success.

• Act as a liaison between the customer and internal teams to expedite solutions for PMS and other integration-related issues.

Collaboration and Documentation

• Document integration processes and FAQs for internal and external use.

• Collaborate with the Hotel Integrations Engineer to advocate for resources that expedite and improve the integration experience.

Project Management

• Create project plans for onboarding new PMS and other integrations for Tripleseat customers.

• Manage multiple projects of varying complexity, ensuring timely delivery.

Process Improvement and Product Enhancement

• Develop and contribute to internal process improvements for scalability.

• Outline and improve the customer success process for implementing and supporting PMS and other integrations.

• Identify and define product enhancements based on client needs.

• Assist the product team with scoping and testing new functionality related to integrations as needed.

Technical Implementation 

• Support the Hotel Integrations Engineer by configuring and implementing API integrations.

Other related duties as assigned.

Knowledge, Skills, and Abilities Required

• Excellent problem-solving, critical thinking, organization, and communication skills

• Demonstrate sufficient technical expertise to lead a technical onboarding project.

• Familiarity with REST APIs, HTNG, webhooks, and authentication methods (OAuth, API keys, etc.).

• Aptitude to work independently and manage multiple projects simultaneously in a dynamic environment

• Ability to communicate effectively with both clients and internal teams

• Proficiency with Microsoft Office, project management tools, and general software applications such as Salesforce, Zendesk, Jira, Monday, Slack

• Experience in a customer-facing role

• Solid understanding of the hotel sales industry

• A customer-focused attitude and the ability to build rapport across teams.

Preferred Experience

• Some technical integration experience

• Experience working and partnering with systems integrators

• Ability to read and interpret API documentation

• Experience with SaaS platforms or B2B integrations

• Hotel PMS experience

• Experience with OHIP integration

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

• Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.

• Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.

• 401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.

• Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.

• Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.

• Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.