The Training & Implementation Specialist I - Core Select and Accounting Core is tasked with providing comprehensive training to hospitality accounting professionals utilizing M3's accounting and reporting software. This role involves conducting both individual and group training sessions, ensuring thorough comprehension of system functionalities through various mediums such as webinars and videos. Additionally, responsibilities include collaborating with internal and external teams to devise and execute implementation schedules, as well as establishing and maintaining processes and import files essential for timely and accurate customer onboarding.
Essential Duties:
The duties listed below are the essential functions of this position, and they may change as the needs of the company demand. All associates are expected to do what is necessary to get the work done and to cooperate fully with their supervisor’s requests for additional or altered duties.
Independently execute key job functions with close supervision.
- Collaborate with Customers, Sales Team, and Training Team to assess onboarding needs and project timelines.
- Serve as the customer’s primary point of contact and project manager for the duration of each implementation.
- Facilitate kick-off calls to establish training and implementation plans, along with go-live dates.
- Coordinate and schedule all customer-related training sessions for Core Select software.
- Prepare thoroughly for training sessions, including customer communication and database setup.
- Assist in upkeeping documentation including manuals, handouts, and automated training videos for customers and internal staff.
- Assist in maintaining Standard Operating Procedures (SOP) and Standard Work Instructions (SWI) to ensure operational efficiency and consistency.
- Maintain a process flow to promote cross-departmental standardization efforts.
- Deliver training sessions, via webinar, to new and existing customers based on predefined objectives.
- Utilize Excel extensively for supporting data imports (e.g., historical data, vendor information, invoices, budget, forecast, COA, etc).
- Establish and nurture positive relationships with customers through various communication channels.
- Contribute to the creation of customer training materials in tracking tools.
- Collaborate closely with business analysts and product teams to relay customer feedback on new products or changes.
- Employ excellent interpersonal and communication skills to address customer inquiries effectively.
- Provide timely and quality resolutions to customer issues in accordance with established guidelines.
- Adhere to performance standards, including meeting deadlines, quality of work and ensuring customer satisfaction.
- Participate in continuing education opportunities to enhance product knowledge and customer support skills.
- Use a project tracking tool to enhance project efficiency, meet deadlines effectively, and ensure timely project updates.
- Possess and maintain targeted cross-product knowledge of Insight (our proprietary business intelligent tool) and Labor Management (our proprietary time and attendance tool).
- Identify and troubleshoot bugs, then provide repro steps to the Support Team.
- Enter enhancement requests and participate in discussions about product improvement.
- Handle mild customer complaints, with the intention of preventing further escalation.
- Drive process enhancement initiatives by developing, automating, and refining procedures and standards to boost productivity and efficiency.
- Provide support to project teams as needed.
- Other duties as assigned.
Education/Training/Experience:
- A minimum of 2 or more years of experience in a directly related position is Required.
- Completion of a Associates Degree in Accounting or Finance is highly Preferred. Strong preference for the completion of a major in Accounting; or an equivalent combination of education and experience.
- Knowledge of accounting principles, with hospitality experience preferred.
- Must have strong written and verbal skills in English and ability to communicate effectively.
- Must be able to build and maintain positive business relationships with co-workers and other business contacts.
- Must demonstrate problem solving, critical thinking and initiative skills.
- Must have knowledge of a variety of computer software applications especially in MS Office (MS Word, Excel, PowerPoint).
- Strong customer service skills within the professional services industry.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Basic skills in the use of Excel Spreadsheets and formulas. Create Pivot Tables, v-Lookups, knows how to work with formulas, conditional formatting, nested "if" statements, and tips & tricks in general.
- Ability to work in a fast-paced environment, prioritize tasks, and adapt to changing needs.
- Demonstrated professionalism, flexibility, and critical thinking abilities.
- Flexibility to work non-traditional hours, including weekends and holidays as required.
- Certifications and additional training relevant to the profession are advantageous.
Skills & Abilities Required:
- Strong organizational skills and attention to detail.
- Ability to multitask and meet deadlines.
- Capability to work with close supervision.
- Adaptability to changes in the work environment.
Physical Requirements:
- Ability to sit and/or stand for extended periods.
- Ability to perform work on a computer for extended periods.
- Ability to work in the office regularly, or pivot to working at home should emergency situations arise.
- Ability to attend work per assigned schedule and attend meetings with excellent attendance and punctuality.
- Ability to bend and lift up to 25 lbs.
